Masters brings the hotel stay to a new level

The new service concept turns the operating culture of hotels upside down by adapting their operations to the individual needs of their customers.

Helsinki's hotel offering got a welcome addition last spring, when Hotel Mestari, operated by Primehotels, opened its doors in the historic Rakennusmestareiden-talo on the corner of Frederikinkatu and Eerikinkatu. The successful concept, which gathers the best of its field in the same block, shakes up the traditional practices of the hotel industry with a customer-specific operating culture. In this way, a hotel that actively listens to its customers' needs and quickly solves them based on a culture of experimentation adapts to the life and daily rhythm of its guests, and not the other way around.

“Typically, a hotel stay starts at 3 pm and ends at 12 pm, which however does not always serve guests arriving from another time zone, for example. With this in mind, we launched the Choose Your Timing and All Day Breakfast services, which enable checkin, check-out and enjoying breakfast at any time of the day,” hotel manager Jenni-Maria Satopää gives examples of the features of the service concept that has garnered praise.

The value of genuine professional expertise

As the name suggests, Hotel Mestari is backed by experts in their field, whose experience and professionalism bring certainty to the service approach and depth to customer understanding.

“Our staff is truly present to our customers in the hotel, and back office functions are not withdrawn behind closed doors either. In this way, hidden hints and unspoken customer needs become visible. Genuine encounters in everyday life are at the heart of the development of our customer-oriented concept,” Primehotels commercial director Essi Pennanen describes the operating principle behind the recipe for success.

According to hotel industry insiders, travelers' needs and roles have multiplied, which is why producing a unique customer experience requires individual mapping.

“A visitor can be with us in several different roles during one visit, and the needs vary accordingly. We actively work to ensure that we understand these roles and the wishes connected to them even better than our customers, so that the service experience exceeds expectations. We don't make assumptions, but find out the purpose of use with a sensitive ear,” Satopää says with a smile.

A warm sense of community

In Hotel Mestari, customer needs are met in addition to eight different room categories and various experience packages that promote refreshment, relaxation and representative fitness with an entire Mestari quarter, for which the hotel has harnessed partners from the top players in their respective fields.

“Among other things, the operators of the Mestarien quarter, which consists of entrepreneurs from the restaurant, beauty and wellness industries, are united by a passion for first-class customer service and quality. Together, we serve not only the needs of passengers but also the entire neighborhood, which is reflected in the warm and relaxed atmosphere of the block,” summarize Pennanen and Satopää.

The unique atmosphere of the rough milieu can be felt right from the front door of the hotel. At Hotel Mestari, dignity and uncompromising elegance are combined with human-friendly service and genuine encounters. You don't come here to show off, but to enjoy yourself. |