ESCA - Luxury Immersed, now known as Nest and Nature, is a premier eco-luxury accommodation provider in South Australia, founded in 2018 by a group of Adelaide innovators in tourism, architecture, and construction. Located in the Southern Fleurieu Peninsula, ESCA offers guests an opportunity to disconnect and enjoy nature's beauty, with off-grid eco suites designed for complete relaxation and luxury.
By April 2023, ESCA had established itself as a successful luxury destination with consistently high occupancy rates. However, the Directors faced challenges in managing their time and resources efficiently, particularly in boosting revenue through innovative guest experiences and traditional media outreach. They sought to differentiate ESCA from other luxury accommodations in the region to attract discerning guests and maintain high occupancy.
1. Expanding Wellness and Guest Experiences.
Recognising the growing demand for wellness travel, we partnered with Pause Inhouse Wellbeing to offer guests yoga, pilates, massages, and breathwork sessions. This new wellness offering enhanced the guest experience and provided additional value to their stay.
2. Collaborating with Local Partners.
To further enhance the guest experience, we partnered with Lost Phoenix Farm, where chef Andre Ursini is a partner owner, to provide an in-house dining experience. This collaboration not only showcased local produce but also offered guests a unique culinary journey, aligning with ESCA's ethos of luxury and immersion.
3. Improved Reservation Coordination.
We implemented a 24/7 reservation coordination system to provide seamless booking and support services. This included personalised pre and post stay communications, tailored guest experiences, and attention to special requests, ensuring a luxurious and memorable stay.
Results
The strategic enhancements led to several positive outcomes:
- Increased Revenue and Occupancy: The introduction of new packages and experiences, alongside effective marketing and competitive offers, increased Average Room Rates (ARR) and overall revenue, even during off-peak seasons.
- Enhanced Media and Influencer Presence: The in-house dining experience garnered media attention, including a feature in Marie Claire Australia, and was promoted by influencers, generating valuable ongoing user-generated content (UGC).
- Operational Efficiency: Centralising the management of Online Travel Agents (OTAs) and channel managers streamlined operations, reducing manual tasks and allowing Directors to focus on other projects.
- Improved Guest Satisfaction: The personalised service approach significantly boosted guest satisfaction, reflected in an increase in ESCA’s Net Promoter Score (NPS) from 83 to 89.
This case study illustrates how strategic guest experience enhancements can set a tourism operator such as a luxury accommodation apart in a competitive market. By expanding wellness offerings, collaborating with local partners, and optimising reservation management, ESCA successfully differentiated itself and achieved remarkable business outcomes.
The experience at ESCA highlights the importance of a personalised and high-quality service approach in the tourism industry. For businesses looking to enhance guest experiences, it's essential to objectively assess operations and be open to innovation and constructive criticism. As I continue to support tourism operators across Australia, I'm excited to apply these insights to new projects and help more businesses succeed.
Steve Kernaghan, ESCA Director, commented: "Thanks to Georgina’s unrivalled services, professionalism, and industry knowledge, ESCA’s customers are experiencing a five-star experience before, during, and after their stay. We are very happy she is part of the team and has made our lives as Directors much easier too."
Creating a successful guest experience strategy requires expertise and passion for the tourism industry. At ESCA, the focus on luxury, local culture, and nature has led to outstanding results. Whether you're looking to improve guest experiences or streamline operations, there's always room for growth and innovation in this dynamic industry.
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