If Apple Were a Hotel, How Would It Be Like?

“Doing the right thing, even when it’s difficult.” — Tim Cook

In September 2018, after a work trip, I spent a few days in Barcelona. I had recently changed my computer and decided to take a course at the Apple Passeig de Gràcia store.

When I entered Apple’s website to confirm my appointment, I came across the following message:“The store is open and we’re excited to see you. Come shop whenever you like, or book an appointment to get help from a specialist…”

Remembering this experience, I thought: what could be better than such a friendly welcome while traveling in another city? How is it possible that Apple doesn’t have a hotel? And what kind of hotel would it be if it did?

As soon as I entered the store, a person wearing a blue T-shirt greeted me with a smile and told me I could stay as long as I wanted, exploring the products or working at one of the tables on the first floor.

I was amazed by the service I received that day. And I thought that if Apple had a hotel, its service would undoubtedly be impeccable. On the other hand, would its technology and business model be the same without its emphasis on culture and codes of conduct? The words of Tim Cook say it all: “We do the right thing, even when it’s difficult.”

According to an article by EHL Insights, even Steve Jobs drew inspiration from the “guest service” of five-star hotels when creating Apple’s customer service area. In doing so, he transformed the entire customer experience model within Apple stores.

In hospitality, team training is essential. Every hotel has its own style when it comes to training employees. Some hotels have service manuals, employee handbooks, and codes of conduct. Some have Human Resources departments, while others outsource coaching services.

Those who work to define a culture and communicate it internally succeed in strengthening their training programs. In doing so, they create value and ensure that they will offer guests the best stay of their lives.