Most people would be thrilled if their hotels offered a fraction of your service. What do you think is the role of a hotel?
We think of our hotel as a stage, with each guest playing the leading role. In a typical day, we have 250 guests from 250 walks of life who have 250 needs, habits, and personalities. Our job is to set the stage for a flawless experience for all of them.
So every day starts with a morning meeting, during which we go through the arrival list in great detail. All of the operational managers attend: valet, front office, telecommunications manager. Everybody emerges from that meeting with detailed notes. Information is extremely important to us. We use it to create value. We keep a comprehensive database of our guests, and access to that information is widely shared. Once a week, we have an operations-committee meeting with members from the main divisions of the hotel. There is no fixed agenda, just a flow of ideas that generate more ideas. Our purpose is to create innovative products and services for our customers.
Jill Rosenfeld (jill6q@hotmail.com) is a former Fast Company senior writer. Contact Ali Kasikci by email (akasikci@peninsula.com).
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