Hoteliers are bound by the code of customer service. Like doctors who take the Hippocratic Oath, hoteliers are sworn to uphold the safety, comfort and needs of their guests, treating them as if they were friends invited into their home. I’ve experienced this level of customer respect, going above and beyond the call of duty. It is impressive. As MOD, I’ve...
When your reputation as one of the finest properties in the world is at stake, the need for continuous re-invention is not just a concept, but a necessity. On a recent trip to Los Angeles, I had the opportunity to experience exceptional service and a top-quality product. But what stood out most at the Montage Beverly Hills are several unique aspects of the...
Late last year, I was made aware of one of the newest and most interesting social media sites – Pinterest – and I was far from alone in this regard. Pinterest now holds the record for crossing the coveted 10-million-unique-visitors-per-month statistic, completed in November 2011, the fastest stand-alone website to do so in the history of the Internet. In...
Hilton Garden Inn Carlsbad Beach is situated along the brilliant Southern Californian coastline in Carlsbad, thirty minutes north of San Diego. With 161 rooms, the property is ideally located for leisure and local business. But what’s most appealing about the property is its distinguished quality of guest services. The staff is particularly friendly and c...
When the average person thinks of an ostrich, he or she probably visualizes a large bird, with its “head in the sand.” In fact, an alternate dictionary meaning for an ostrich is “someone who ignores unpleasant things.” But what of the venerable llama? This South American pack animal is mostly known for its wool, but it is also sure-footed, reliable, patient...
Of all the positions in hospitality, none is more revered or desired than that of general manager. When you reach this level, you are at the pinnacle of our profession — in effect, the proverbial “captain” of the ship! The road to GM-ship can be long and arduous. There are many different career paths that will lead to the position; thus, there is no singl...
LMA has launched a refreshed look for New York’s Hotel Pennsylvania’s Online Sales Kit, which highlights the social and corporate event space at the property. The site focuses on the rooftop space and the different layout opportunities available. Updated with the Expression Engine version 2 platform, the content-managed site allows for easy promotional sp...
LMA has launched a revitalized web site for Penn Plaza Pavilion, one of New York’s most sought after social and corporate event rental space with over 40,000 square feet in the hear of Manhattan. Built with a Wordpress content management system, the site highlights the different the imagery and space of the venue. New features include a Calendar of Upcomi...
I recall a conversation with an owner of a Relais & Chateau affiliated property in the early days of the Internet. He questioned the need for a web site and proclaimed to all, “no one I know will book my property over the Internet.” The first Internet booking engines were somewhat crude, clunky and expensive. Moreover, hoteliers had to load room inventory...
A recent trip to New York City demanded a change. Based upon impressive TripAdvisor scores, I decided to eschew my traditional stay in one of the larger, well-known properties. TripAdvisor’s ratings have consistently ranked HKHotels’ four Midtown boutique-style Manhattan properties among its top 10 locally. This feat is somewhat daunting, in particular give...
