Memorable Moments: Lessons from the World's Northernmost Full-Service Hotel

As an academic, I am constantly looking out to match real-life applications with concepts. My recent trip to the world’s northernmost town of Longyearbyen has provided yet another academic cum practical learning.

Longyearbyen offers unique charm. Its wildlife may simply appear right before your eyes. There was a morning when my fellow pedestrian on the quiet streets was a graceful reindeer.

My stay at the Radisson SAS Polar Hotel was a reminder of the peak-end rule that has been expounded by psychologists. According to this rule, when we recall or judge an experience, we actually do not take the entire duration into account, minute-by-minute. Instead, we assess it using two categories of key moments: the best or the worst (known as the peak), and the ending.

When this is applied to a hotel stay or any service encounter, it could imply that instead of trying to make every touchpoint a winner, businesses may choose to focus on just a few notable highlights.

For me, there were a couple of peaks at the Radisson SAS Polar Hotel. Both are related to polar bears that are reportedly more in quantity than the local human population.

First of all, there is the display of a huge, taxidermied polar bear. I was certainly not the only guest who read the description and took a photo of the animal that was so associated with this geographical area.

Next is another polar bear … at the bar. Though it is only a stuffed toy, it adds an adorable and delightful touch to a restaurant that already offers a scenic view.

There was another probable peak, at least in the eyes of this foreigner who found many aspects of life at Longyearbyen to be different and interesting. One evening, when heading back to my room in a separate wing, I saw a dog parking spot.

There was a good-looking husky that had properly settled in and appearing comfortable in the cold arctic environment (78 degrees north of the equator). It was a rare sight for someone who hails from the tropics (about only 2 degrees north of the equator).

If hotels can see the local alluring pointers through the lens of first-time visitors, there may be more potential peaks that can be capitalised upon. The questions to ask are: What could present positive sensory appeal? What might be a pleasant surprise that deviates from the script of the usual customer journey?

As a guest, I am happy that it was more than just a standard stay at Longyearbyen. It was a memory made up of positive peaks at the northernmost hotel.