Managing A Five-Star Hotel: Q&A with Dean Sparrow

Our status as a Forbes Five-Star hotel is something we’ve proudly held for a number of years now. It’s certainly not down to luck, and we’re grateful Hotel Manager Dean Sparrow has taken the time to share with us exactly what this means to The Egerton House Hotel, along with some of the secrets to attaining this cherished accolade.

Dean Sparrow, Hotel Manager of The Egerton House Hotel

What does it mean to you that The Egerton has Five-Star accreditation?

Receiving a Forbes Five-Star rating is a huge achievement, and it is something I get immense pride from. It signifies our property has met and exceeded the highest standards in service, amenities, and guest experience. It’s a great validation of the hard work the team puts in on a daily basis and demonstrates we have cultivated a culture of excellence within the team.

Can you perhaps break down the differences between the accreditation processes of the various hotel-rating organisations?

There are a number of hotel-rating organisations, each with its own set of standards and evaluation methods. Forbes has global recognition and is generally regarded as the most prestigious, especially in the luxury sector, which is due to the rigorous checks by the secret inspectors. Forbes also focuses heavily on personal service, attention to detail, and the overall guest journey.

Do you believe it’s harder to achieve this for the first time or to maintain it?

Achieving Forbes Five-Star rating is a massive accomplishment, but sustaining it requires relentless attention to detail, ongoing investment in quality and service, and a constant committed team who are striving to continuously improve the product and experience. Maintaining the Forbes rating is an ongoing journey of excellence rather than a one-time accomplishment.

The Egerton House Hotel team beside their summer 2023 floral installation

What is the single most important factor in achieving it?

While it’s essential to maintain high standards for facilities and cleanliness, Forbes inspectors place a significant emphasis on the guest experience and service. I believe that achieving a Forbes rating is driven by a motivated and engaged workforce, where employees are passionate and truly care about the guest experience. When the team is empowered and encouraged to make a meaningful impact, that’s when excellence is achieved.

Are there any trends shaping the future of five-star hotels?

Absolutely, technology is an area we must continuously stay current with, as guests' time is valuable. While we pride ourselves on exceptional guest interaction, it’s also essential to accommodate those who prefer a more streamlined experience. This year, we’re launching a new app that will seamlessly connect the digital and physical experiences, providing services like fast-track check-in or food and beverage orders while on the move. Other growing trends are those with an emphasis on wellness and heath conscious experiences. There has also been a growth in solo travelling and ‘bleisure’ business and leisure holidays.

Finally, do you take the time to celebrate these kinds of achievements?

Celebrating our Forbes Five-Star achievement is important, as it allows us to come together and thank the entire team for their hard work and dedication. However, it is important that as a team we do not rest on our laurels and that we strive to improve our results year on year.