Sonesta Hotels

Ignacio Daponte

As an accomplished hospitality leader with a passion for excellence, Ignacio Daponte brings a wealth of international experience and an in-depth understanding of the luxury market to the table. His journey in the hospitality industry has taken him through prestigious Forbes 5-star properties across diverse locations like Buenos Aires, Beverly Hills, Hollywood and Miami, empowering Daponte to thrive in dynamic and multicultural settings.

Elevating Luxury Service for the Modern Guest

In hospitality, a single impression can turn a guest into a loyal visitor or lead to a one-time stay. Today, guests want more than accommodations; they seek personalized experiences. Active listening—fully engaged, empathetic communication—has become central to delivering luxury service and making each stay memorable.

What Active Listening Means to Me

Active listening involves more than just hearing guests; it’s about engaging with their needs through verbal and nonverbal cues, asking open-ended questions and responding with empathy. By practicing active listening, my team and I anticipate what guests need, often without them having to ask directly.

In luxury hospitality, this goes beyond fulfilling requests. We focus on creating genuine connections and tailoring each stay to make guests feel truly valued. This commitment to personalization has become the cornerstone of my journey in hospitality.

Why Active Listening is Essential for Today’s Luxury Guests

Luxury service has shifted from simply meeting standards to fostering real connections. Guests now want more than a comfortable stay; they want emotional connections and lasting memories. Whether they’re staying at a renowned hotel in Paris or a boutique resort in the Maldives, they expect us to listen closely and cater to their needs.

“Active listening is crucial to understanding guests’ personal concerns. If they value privacy, we should offer contactless check-in or provide extra in-room amenities. Listening allows us to adapt quickly and ensure a comfortable, personalized experience.”

Lessons from My Experiences across the Globe

From Buenos Aires to Beverly Hills, each city has taught me something new about the importance of listening.

In Buenos Aires, guests valued warmth and familiarity. Active listening meant making them feel at home by remembering small details like their favorite wine or greeting them warmly with a “Welcome back.” These gestures made guests feel like family, rather than just visitors.

In Beverly Hills, expectations shifted. Guests often sought privacy, efficiency and discretion, so recognizing subtle cues was essential. A small comment might carry large expectations. By tracking these preferences, each interaction helped us tailor the experience to the guest’s needs.

In Isla Margarita, many guests craved relaxation and privacy without explicitly asking. A casual remark about needing peace hinted at opportunities to offer experiences like secluded dinners or private beach yoga. In this way, we created unique experiences just by noticing what was left unsaid.

Then there’s Miami Beach, where guests appreciated wellness, nightlife and exclusivity. Here, listening allowed us to tailor each experience, from arranging VIP access to Miami’s nightlife to setting up private spa days. Each interaction became an opportunity to make the stay feel both memorable and seamless.

Building Genuine Connections through Active Listening

Understanding Subtle Preferences

Listening closely helps us catch subtle cues. A brief remark, a sigh, or even a simple request can say much more than what’s directly stated. For instance, a request for extra pillows might indicate a need for more comfort, prompting us to offer additional amenities. By reading between the lines, we show guests that we value their comfort and understand their needs.

Using Emotional Intelligence in Service

Active listening also sharpens emotional intelligence, allowing us to read nonverbal cues like body language or tone. For example, I might notice a guest’s nervousness and discreetly suggest calming tea or recommend a nearby spa. These small gestures build loyalty and show that we’re attentive to guests’ well-being.

Adapting to Evolving Expectations

The pandemic has heightened guests’ focus on health and safety. Now, active listening is crucial to understanding these personal concerns. If a guest values privacy, we might offer contactless check-in or provide extra in-room amenities. Listening allows us to adapt quickly and ensure a comfortable, personalized experience.

Strategies I Use for Active Listening in Hospitality

Encourage Open-Ended Questions

Open-ended questions invite guests to share more, allowing us to learn their preferences. Instead of “Did you enjoy your meal?” I might ask, “What was your favorite part of the meal?” This opens up the conversation and helps us understand guests’ tastes, enabling us to enhance their experience.

Reflect and Summarize

Reflecting back what a guest shares ensures we understand them and shows attentiveness. If a guest mentions it’s their first family vacation post-pandemic, I might respond, “I hear that this vacation is special to you—would you like to know more about our family experiences?” This practice helps avoid misunderstandings and aligns our service with their goals.

Notice Nonverbal Communication

Not all guests openly express their needs, especially in luxury settings. By observing body language or hesitation, we can offer support subtly. For example, if someone seems unsure at the breakfast buffet, we might discreetly offer personalized table service to ensure comfort.

Provide Follow-Up to Show We’re Listening

Active listening doesn’t end after the initial interaction; it’s continuous. If a guest requests a quiet room, following up later ensures that we’ve met their expectations. Personalized follow-ups show that we value feedback and are committed to seamless service.

How Active Listening Impacts Guest Loyalty

By engaging in active listening, we create an environment where guests feel valued and understood. This attentiveness not only builds loyalty but also encourages positive reviews and recommendations, which are essential in today’s digital world. Guests are more likely to remember and share experiences where they felt truly cared for.

Every place I’ve worked has taught me this: luxury guests expect us to listen—not just to their requests but to their underlying needs. Great service is more than protocol; it’s about understanding people. Active listening allows us to make each guest feel like the only person in the room, wherever they are in the world. This attentiveness is what makes their stay exceptional and brings them back, again and again.