The David Kempinski Tel Aviv opened its doors in April 2022, just before the escalation of tensions that led to the recent Israel-Hamas conflict. Despite the subsequent decline in travel to Israel, the hotel reported one of its most successful months in April, a feat attributed to strategic planning and exceptional service.
Resilience Amid Challenges
The hotel achieved remarkable performance metrics even during these tumultuous times. Guy Klaiman, the general manager, highlighted that April 2024 marked one of the property’s best months. By providing a premium product and a superior level of service, the hotel distinguished itself in a competitive market. “Our team is paramount in every decision we make,” Klaiman explained, noting the hotel’s significantly low employee turnover rate of about 14%, compared to an industry average of 40%. This commitment to talent retention and training has set the David Kempinski apart from its competitors.
Prioritizing Team Well-Being
During the conflict, Klaiman emphasized three key priorities for the hotel. The first was ensuring the well-being of staff members. Recognizing that some employees faced financial hardships, the hotel opened its staff restaurant to their families, fostering a sense of community and support. Klaiman firmly believes that a happy team translates to satisfied guests, stating, “We took the strategic decision to maintain our workforce, choosing to prioritize long-term gains over short-term profits.”
Encouraging Guest Confidence
The second priority involved guests. The David Kempinski offered a 100% guarantee for free cancellations, even on the day of arrival. This flexibility was crucial in building customer trust, allowing travelers to feel secure about their bookings without the fear of incurring cancellation fees. “People are hesitant to book if they fear they might lose money,” Klaiman noted. The hotel’s approach reassured potential guests amidst the uncertainty of travel restrictions.
Strengthening Partnerships
The third focus was on the hotel’s partners, including travel agents and consortia. In response to the disruptions that started on October 7, just days later, the hotel proactively refunded deposits totaling about $1 million to partners with upcoming reservations. This rapid and supportive response forged strong relationships with travel advisors, many of whom have since booked nearly double that amount in business due to the trust established during this crisis.
Continuous Innovations at the Hotel
Not resting on its laurels, the David Kempinski has already made several upgrades since its opening. Implementing feedback from both employees and guests, the hotel has expanded its food and beverage offerings and tripled its array of guest experiences. “Travel is like fashion; you must evolve to stay relevant,” Klaiman remarked. With many returning guests, the hotel continually strives to provide fresh and exciting experiences, ensuring that every visit feels new and engaging, aligned with the dynamic essence of Tel Aviv.
