An EPIC Surprise
Holistic Hospitality in Lisbon
The key to a memorable hotel experience is when the level of communication, attention to detail, and commitment to excellence can transform a stay into an unforgettable experience. It’s a philosophy that puts the guest at the center of everything a hotel undertakes. And this was the essence of my recent excursion to Lisbon and the Epic Sana Marquês Hotel.
On the first weekend in July, my husband surprised me with a getaway to Lisbon for my birthday! What a magical and phenomenal escapade, largely due to the exceptional experience at EPIC Sana!
Ola, from Lisbon, otherwise known as the “City of Seven Hills.” My return to Portugal was full of pleasant surprises.
Located on Portugal’s west coast, this charismatic city boasts stunning views of historical landmarks not to mention the Atlantic Ocean. From Cascais to Costa da Caparica, with vista-filled coastlines and sandy beaches, tropical gardens and shopping centers, a complete environment of heritage beckons us to come explore.
A member of Preferred Hotel & Resorts, The Epic Sana Marquês, takes pride in its own privileged address. Located at the intersection of Lisbon’s Avenida da Liberdade, home to high end shops and the beautiful Parque Eduardo VII, the hotel is centrally located and a beacon for locals and travelers alike.
Vitor Brás General Manager used his words to express the most welcoming message to us, inclusive of a confident “commitment of a truly wonderful experience”, that was “EPIC” and fulfilled.
“Words can be EPIC, Great ideas start from a blank page. Find inspiration in your words and turn each page into a dream work! After all, each letter, reminder, or note can be truly EPIC.”
Moments of truth also known as hospitality touchpoints, are some of the crucial interactions that the guests receive from the staff and business. These interactions can leave a positive, neutral, or negative perception in the hospitality industry. Understanding the needs of your visitors and delivering a service that not only meets, but exceeds their expectations.
Without question, the EPIC magic was found in their gracious, attentive hospitality. I had one such EPIC hospitality moment with André Correia Deputy Director of Sales, as we sat down in the Garden Room to chat.
André shared his passion for his appointment at EPIC Sana, he says he “loves to hear”. A gift that is most desirable in the business, for without the gift of listening and hearing it is impossible to deliver.
I can safely say that he heard me.
André proudly presented some of the amenities for our viewing pleasure, namely:
- ‘Cosmopolitan Sky Pool Lounge’ with stunning views. A gorgeous relaxing place to soak in the views before and after dinner.
- An infinity pool with a view of Tagus river waters, evolving and redefining the culture of social interactions in a serene environment.
- The breakfast and special events room is absolutely stunning from floor to ceiling. Lined with murals on the walls, delivering a great cosmopolitan vibe. Even the food stations portray the stylish, diverse, and nutrient-rich morning meal. A glorious space to wake up and start your morning, greeted by friendly and smiling staff who remember how you like your coffee. More than that I was served a surprise birthday cake with a glass of bubbly! Birthday cake for breakfast? I can only guess who might have been responsible for surprising me with this!
- Wellness & Spa, state-of-the-art Technogym.
One of the highlights of my stay at Epic Sana, was the surprise birthday gift of a relaxing spa treatment arranged by the hotel. It was the perfect way to unwind and pamper myself on my special day. As I reflect back I can’t help but feel grateful for the incredible service and attention to detail that I received. It truly was a one-of-a-kind adventure that I will treasure.
Allora, a signature Italian Restaurant & Bar, helmed by Executive Chef Francesco Francavilla, a culinary mastermind who is devoted to his team, his craft, and his guests. His fervor for food and commitment to excellence is evident in everything he does. Whether it is staying up to culinary trends, seeking out new ingredients and techniques of moist-heat and dry-heat cooking or simply traditional regional cooking.
For me, watching an authentic and humble team in the kitchen, can be a wonderful opportunity to connect with others. The stories that the team shares, the tastes they create, and the smiles that they bring to our faces all contribute to a sense of warmth and connection that is both nourishing and fulfilling.
Sous Chef Amey Devkar excitedly reports that he was the one who prepared my dish. A humble pesto sauce, delivered in the brightest green hues curated with basil, olive oil, garlic, pine nuts and parmesan. As second in command in a professional kitchen, a sous chef has a wide range of responsibilities broadly categorized as being towards their superior, team and customers, not to mention the food itself. Ensuring that all ingredients are of the highest quality, stored and handled properly, and prepared in a way that brings out their best flavors and textures.
The Sous Chef is an invaluable member of the kitchen and Amey Devkar, under Chef Francesco’s leadership and enthusiastic team is able to accommodate authentic cuisine to ‘Allora’.
A luxurious and sophisticated space that seamlessly blends classic and modern elements. The crystal chandeliers hanging from the ceiling, suggestive of regal elegance, catch your attention the moment you walk in.
An ornamental tree which is strategically placed creates a focal point, with a touch of evergreen and life to the space. A sense of tranquility and balance complements the grandeur of the mirrored ceiling. The blue furniture adds an element of color, completing a cohesive and harmonious look when paired with the marble top chefs’ table and counter tops.
The marble surfaces add a sense of luxury and refinement to the room, while creating a gorgeous surface for displays and food preparations. The open kitchen is uniquely designed and framed theatrically for their outstanding exhibitions of hand-made pastas, and truffles. A gelato dessert bar, a playful addition that adds a touch of whimsy to the room.
During our meeting, André invited me to meet with Karim Aly, Guest Experience. A powerhouse indeed, Karim went above and beyond to ensure our stay would be sublime. Whether we needed help securing concert tickets or making restaurant reservations, they were always there to assist us. Over the course of the stay, I was blown away by the level of service that we received.
Beatriz Xavier Caetano, Reception Desk, an example of service excellence. She was the first person who greeted us by name inside the hotel. Asked about our trip and any special requests we may have. She was instrumental in seamlessly connecting us with the right person to provide personalized recommendations for us. Obrigado!
I am a huge fan of Andrea Bocelli and we were fortunate to be able to get tickets for the concert. It was absolutely phenomenal, with four encores. We got back to the hotel at 12:45 a.m. in a nostalgic and hungry state of mind. Of course, Karim was still working, reading our minds, he called room service, and, in a tick, a scrumptious meal was served in the comfort of our suite.
In spite of last-minute reservation cancellations due to over commitments, Karim continued to charm us without flinching at our bad manners.
Karim was instrumental for reservations at JNcQuoi Avenida, a Michelin Guide restaurant, one of the most emblematic restaurants in Lisbon for foodies and gourmands. The interior is nothing short of breathtaking.
The restaurant features a grand entrance with a sweeping staircase that leads up to the main dining room with high ceilings giving the sense of space and elegance. Much attention to detail in the décor with every element carefully chosen to sophisticated ambience, therefore raising the dining experience to a higher level.
The Amorim Luxury Group and the new concept of JNcQUOI Amorim is a luxury group brand that has quickly established itself as a leading player in the luxury market. It is centered around the concept of creating a luxury lifestyle experience, with a focus on fashion, food, and culture. – Food meets Fashion meets Hospitality!
The restaurants and cafes are designed to be visually stunning to showcase Portuguese culture, from art and music to history and architecture.
Focus on local ingredients and innovative cuisine curated by Executive Chef António Bóia, ‘A chef by nature, a cook by heart’.
We were fortunate to go back again and get seats at the special bar table where we had delightful conversations with friends and connoisseurs.
Meeting Antonio, our maître d’ was a true hospitality moment, he had us covered on both the days.
Karim was also instrumental in securing dinner reservations at Bairro Do Avillez, in the buzzing nightlife of Lisboa’s Bairro Alto district. This trendy establishment is a composition of four restaurants (and a private club), housed within a renovated monastery: Taberna, Páteo, Mini Bar, and Pizarria Lisboa, one of Two-Star Michelin, Chef José Avillez’s restaurant empire.
Not only did we receive generous treatment, and a visit to the kitchen, but in the process we were introduced to the cuisine of one of Portugal’s and the world’s top chefs. I will write more about that in my next installment.
Each hotel has its own distinctive philosophy and approach, but they all share a commitment to deliver exceptional service, thus creating the ultimate memories for their guests.
Epic Sana Marquês Hotel delivered on all fronts, by demonstrating remarkable service standards that align with the hotel’s overall vision and goals. A very visible culture of empowerment and accountability. A team that embraces a “holistic” brand of hospitality and shares their culture and space happily!
A truly EPIC surprise, indeed!
Lovely birthday surprise. The hotel in Portugal sounds awesome
Indeed epic and phenomenal!!!