LUXURY HOTELIERS Magazine 3rd Quarter 2015 by International Luxury Hotel Association

LUXURY HOTELIERS 4th Quarter 2015

SPOTLIGHT ON ALAN LEIBMAN CEO, KERZNER INTERNATIONAL

SHANE GREEN

FOUNDER SGEI, TRAVEL CHANNEL HOST AND CULTURE HACKER

2015 NORTH AMERICAN GUEST EXPERIENCE AWARDS WINNERS

HOTELS

ART

INVEST IN TO ENGAGE GUESTS

DO WHAT YOU LOVE SERVICE IS THE OPPORTUNITY TO MAKE A DIFFERENCE IN SOMEONE'S LIFE

www.luxuryhotelassociation.org

PRESiDENT’S LETTER In the past two years since the International Luxury Hotel Association evolved from the Luxury Hoteliers community, we have been quickly growing and steadily moving towards our goal of becoming the preeminent organization unifying, advancing and promoting luxury hospitality worldwide. Luxury Hoteliers Magazine now has an audience of over 30,000 worldwide, while ILHA Smartbrief is considered the leading daily news source for luxury hospitality. As our industry adapts to wave after wave of change brought by globalization and new technologies, we strive to help our membership network stay competitive. Last month we hosted our 2nd annual conference and exhibition in Orlando. Over 250 attendees gained valuable insights and actionable tactics from leaders of the most recognized brands in luxury hospitality, while connecting with their peers from around the world. They also enjoyed the opportunity to experience food and festivities while discovering the world of wellness and medical travel in the exhibit hall, which saw over 3,000 visitors. Highlights included a visit from Roxy the elephant, live Florida alligators and Universal Studio’s Blues Brothers band. Next year we return to Washington D.C. in late Sept for our 3rd annual conference and exhibition (ILHA Pinnacle Summit) to explore the latest industry trends, wellness programs that work, delivering luxury through technology and much more. By the time you read this article the ILHA LinkedIn group, called the Hospitality & Travel Forum, will have passed a quarter million members in 90+ countries. In 2016 we also plan to host our first events outside the US. I would like to use this opportunity to ask our hoteliers abroad to contact us if they are interested in becoming a host site. In the first quarter of 2016 we will also be launching our luxury service certification program which is headed up by Dr. Lily Lynn who has been involved in course development for many years at the renowned Hague Hotel School in the Netherlands. It’s going to be an exciting year in 2016 but we don’t expect to accomplish great things in a vacuum, we need to hear from you. Send us suggestions on how we can help you and your business be successful. Thank you,

Barak Hirschowitz,

President, International Luxury Hotel Association ILHA 3

CONTENTS Luxury Hoteliers magazine is a collaborative venture with the International Luxury Hotel Association’s dynamic community of hospitality professionals interested in sharing their incredible knowledge of trends, industry intelligence and inspiration.

SPOTLIGHT ON

on true luxury, being understood and his family’s favorite place to reconnect and relax

SPOTLIGHT ON Shane Green, Founder & President SGEi & Travel Channel Host An inspiring host at the ILHA Conference in Sept, Shane talks about guest experience and being a catalyst for change

SPOTLIGHT ON Robert Woolley, Founder of Woolley’s Classic Suites Curious how they won Expedia.com’s best reviewed hotel in the U.S and 4th worldwide? It starts with exceptional guest service and a good night’s sleep

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ALAN LEIBMAN, CEO, KERZNER INT

SPOTLIGHT ON Paul Joachim, Celebrity Chocolate Artist “When I sculpt live it’s an incredibly luxurious chocolate experience,” says Paul (also known as the Chocolate Genius)

SPOTLIGHT ON Scott Ingwers, Regional VP, Trump Hotel Collection As recent North American Guest Experience Award winner, Scott shares their philosophy on exceeding expectations

SPOTLIGHT ON Drake Beil, President, Drake Beil and Associates

Taking the selling out of upgrade programs and putting the emphasis on guest service, is the difference that makes guests want to buy

2015 North American Guest Experience Awards

Gourmet italy A New Breed of Gastronomy

The first award where traveler’s opinions count - a collaboration between the ILHA & TrustYou, using their Meta-Review to aggregate reviews from 100+ travel sites around the world

Exploring culinary tours at some of Italy’s leading luxury hotels, where in-house cooking classes, olive oil tasting, trufﬂe hunting, honey tasting and farm tours are the new “foodie” adventure.

Beauty, Space & Emotion The Art of Modern Luxury Hotel Design

Resort Marinas Design for Unique Experiences

Trends Changing the Way Guests and Hoteliers View Amenities

Teri D’Amico, Principle of DADA, an International Interior Design firm provides insight to design techniques in order to achieve a memorable guest experience

New trends in resort marina design keep the guest experience in mind, and consider environmental impact, basic function as well as aesthetics

Today’s travelers expect more from their hotel amenities, seeking an experience, sustainability, and a list of ingredients for peace of mind (and conscience)

Expectations Make the Vacation, Even the Exceedingly High Ones

Retro Beginnings and the new Language of Wellness

Millennials occupy almost 1/3 of the US population and have far higher expectations of their vacation and hotel amenities, keeping hoteliers on their toes

Hospitality wellness programs have come a long way from the 1950’s “Magic Fingers” relaxing vibrating bed. Guests now aspire to create a work, life, balance and social and emotional wellness

Taking Care of Logistics Unigroup will manage the logistics of your renovation or build so that you can focus on your goals, and create the best environment for your guests

Love and the New Age of Service Motivation and EQ skills are fundamental to positive and passionate hotel staff, but love and a spiritual nature? Is this new age hippyness or genuine, caring host?

Living in the Lap of Luxury How Today’s Top Luxury Properties are Accommodating their Four-Legged Guests! The family pet is just too precious to leave behind, and many hotels are listening, allowing travelers to bring their precious pooch with them on vacation

Write for us Luxury Hoteliers is published quarterly, reaching our extensive network of hospitality professionals across communities on the ILHA website, LinkedIn and multiple social media platforms. We are LinkedIn’s largest hospitality group, with over 225,000 members, putting you in front of hoteliers, owners, executives, suppliers, hiring managers and more. Gain exposure, increase your connections and become an expert, write for us today! Contact sharon@luxuryhotelassociation.org Want to advertise in Luxury Hoteliers? Contact patricia@luxuryhotelassociation.org ILHA 5

SPOTLIGHT ON Alan Leibman

CEO, Kerzner International, who operate One & Only Resorts as well as Atlantis By Jim Byers 6 ILHA

What is it that makes One & Only a special collection? The ultra-luxury end of the market is our DNA. I think what makes it very unique is we’re able to be very bespoke, because we’re not trying to do 50 or 100 hotels. We’ve always said the right size is probably around 25 hotels. What we do is immerse ourselves in the culture, we really understand what the surroundings are. We spend real time on what the people are about, as that’s very important for us; a sense of place and how you capture that … (and) make that unique experience. We’re very fortunate in that we work with some of the best interior designers and architects in the world. You look at Palmilla and we were hit by this hurricane. Our employees did an extraordinary job making sure everybody was safe and looked after. We really mobilized the best people for the restaurants, fantastic people on the room side. And we were able to move through things pretty quickly because we had this relationship with these designers. I think what happens is a lot of companies

tend to follow us. So we’ll start with one designer or start with one architect and then everyone thinks that’s the recipe for success. But the real magic for us is figuring out how you massage all that and bring the development and operational guys and food and beverage guys and have this great discussion and debate to really develop these things into incredible resorts. The nice thing is we have enough experience that we can move quickly. We have a lot of experience. We redid this resort, which was in really horrible shape, in six months. What I’m most proud about One & Only Palmilla is not only did we do things fast but the quality was there. We were able to make improvements for our guests. I think the biggest compliment for me is we get 40 per cent repeat clients. So the minute they come back they’re going to have an opinion. And they’ve been so complimentary about what we’ve done with SEARED or Agua by Larbi, with the Mexican cuisine or the wonderful improvements with the spa and fitness. And that’s what makes us different. What, in your mind, makes a hotel a

five-star property? You can have the best bricks and sticks in the world but if you don’t have wonderful, genuine employees who can really understand what their guests want and deliver on it it’s very, very difficult. The nice thing I think we’re able to do as a company and as a global business with the support we have is really give our employees the tools and facilities to deliver a unique product. One thing we really are focused on in our rooms is we make it very simple; lights on and lights off. Making sure the Internet connectivity is there. The Internet is like a light switch these days; you expect to be able to just turn it on and have it work. So that’s one of the things. People ask ‘What’s the next best thing in luxury? What are you doing?’ I kind of sit back and say that in our business the next best thing in luxury is to deliver simplicity really well. To be able to give someone that experience if they want to have a burger out on the beach is really extraordinary. If they want to get a suit pressed or want to get some laundry done it’s magnificently done

One & Only Hayman Island Resort ILHA 7

and it’s perfectly returned to them. I say the uniqueness of our biz is being really bespoke and understanding each guest individually and how do we execute on that. I was sitting at lunch yesterday and I heard a lady saying she wanted mint chocolate chip ice cream. We didn’t have it at lunch but by the time that lady came to dinner we had mint chocolate chip ice cream. Now in her world that’s a really important experience. It’s those small things make a difference. Just delight her in a simple way. That’s what we try to instill in people. Are you confident in the luxury market around the world? We certainly see headwinds in certain markets and see some challenges out there. But generally if you’re really delivering quality and have something very bespoke and you really stick to that and you keep those standards and quality you may have some tough times but you come through it. The core to our business is maintain the rate integrity so we can retain the quality, because at the end of the day to deliver that experience to the guest you have to have those rates and the right occupancy. We’re focused on making

One & Only Royal Mirage Dubai

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sure our businesses are efficiently run. But if we’re going to be at the ultraluxury end of the market we have to give people that value. What areas are you looking at for future resorts? I think the one people are looking at that is a really unique market is Havana. It’s forbidden fruit for Americans, although Canadians have been going for a long time. But there haven’t been any luxury products done where people really figure out the DNA of what makes it unique. I think there’s time to get that right. We’re very excited about both the Atlantis in Sanya (China) and the One & Only in Sanya. People ask me if we’re late and I say no, we’re right on time. That Chinese market is very important to us. They’ve become more discerning, more well-travelled, and they want luxury closer to home. We’re not retrofitting for them, we’re building for them. I think the Asian market, specifically China, is interesting for us. We like Mexico. We have another couple of projects here (both near Puerto Vallarta on the Riviera Nayarit) and we think there’s a lot of opportunity. What’s nice about

the new One & Only Mandarina is we’ll have great airlift from Puerto Vallarta. The government is putting in a new road so it’ll be 20 minutes to the airport. It’s a spectacular location, very different with this dramatic spot in the hills overlooking the bluffs. We worked with a great architect, a guy called Rick Joy, an American architect who’s very good at doing interiors. We’re also working on Santa Maria de Xala. We haven’t started design but it’s more of a hacienda, with big estates. It’s about 25 minutes away. Another I’m excited about is Montenegro. It’s stunning. We have THE finest location and great ownership. What about the U.S. or Canada? I’d love us to have a ski lodge somewhere in the United States. A city like New York would be great if you could find the right location. Toronto would be great if we had something really unique. If it’s a right location, if it’s got good airlift and the right combination we’ll look at it. We’ve traditionally been more resort (oriented). We could’ve done One & Only’s in most of the major cities but… if you can’t find the best location you don’t go into the market.

One & Only Reethi Rah Maldives

What do you look for in a hotel when you’re on business? The thing that always strikes me in a good hotel or a good airline is when people understand you and it’s efficient and it’s quick. I’ve seen boutique places that are run by families and have four or five rooms and I’ve been at mid-level products that are well-maintained and where people have a passion for what they do. I think it’s the small things that make a difference. At the end of the day it comes down to people and people having the passion. It doesn’t matter if I’m in a small restaurant and someone executes it really well or a big city place, we can always learn. Some big guys do a good job. Villa d’Este in Lake Como has a spectacular location. It’s an independent hotel and they’ve really stuck to their principles. It’s one of the Grand Dames and they run a first class operation. Where do you like to go when you have time off? We’ve always had a home in Portugal, in the Algarve. I think I love it because it’s our place. It’s one big family time and we have wonderful lunches and relax and just regroup as a family. I genuinely love Mexico. There are places in Hawaii that are extraordinary I’d like to explore more.

One & Only Hayman Island Resort

Asia just astonishes me; the jungles and the hills and the people and culture are unique. I still get excited. I love the way London works. I just think it’s an elegant city. I spend a lot of time on planes so when I take a holiday I like to be in one place. I’m not going to see 10 places. I was a young general manager. When we got married and we went on our honeymoon I said to my wife, ‘We’re going to stretch this, so what are some of the best hotels in Europe?’ It was one night here, one night there. (Laughs). I said I’d never do that again but it was a great learning experience.

About the author

JIm Byers is a freelance travel writer based in Toronto. He served five years as Travel Editor at the Toronto Star, the largest paper in Canada. His work can be found regularly in Canadian newspapers and magazines, including Zoomer magazine, WestJet magazine and others. He also contributes to the Houston Chronicle, Dallas Morning News and The Australian newspaper. Check his blogs at www. jimbyerstravel.com and follow him on Twitter @jimbyerstravel

ILHA 9

SPOTLIGHT ON Scott Ingwers

Regional Vice President, Trump Hotel Collection By Sharon Hirschowitz 10 ILHA

trump International Hotel Waikiki Beach Walk in Honolulu, Hawaii recently won two awards at the 2015 North American Guest Experience Awards, for Best Rooms/Housekeeping and Best Service. the International luxury Hotel Association and trustyou, an authority in online reputation management and inventor of the Meta-ReviewtM partnered to create these awards based on the feedback of travelers around the world, a first for the industry. With guest reviews such a primary factor in booking decisions, we spoke to Scott Ingwers, Managing Director for trump International Hotel Waikiki Beach Walk and Regional Vice President of trump Hotel Collection to share some background on their resounding guest satisfaction success.

Drive and Enthusiasm, we prioritized personal traits over experience and hired for positive attitudes and welcoming personalities. It was important to identify candidates who possessed both a dedication to excellence and the Aloha Spirit, which defines Hawaii as a truly world-class destination. Training in both class room and operational settings truly has been key to ensuring both consistency and professionalism in all interactions. Focus continues to be placed on cultural sensitivity, as we are an international destination, as well as areas such as luxury language and understanding how we make the guest “feel” in various situations. Each day brings a myriad of opportunities for us to either exceed or fall short, and we look at each interaction as an opportunity to really earn customer loyalty.

Congratulations on winning two awards at the 2015 North American Guest Experience awards. These awards are a true reﬂection of what travelers are saying, as they are aggregated from multiple global websites by TrustYou’s meta-reviews. Our cultural foundation at Trump How did you do it? Do you have a Hotels is to “create an unsurpassed winning formula? regard for our associates.” We take We were fortunate to be able to this to heart in how we respect and create our team and culture from the value all of our team members, very beginning, as a new build hotel as well as how we invest in their which opened in November, 2009. development and reward them for Utilizing our brand pillars of Passion, exceptional performance. We spend a

tremendous amount of time studying and implementing improvements to the workplace environment, which substantiates the value we place on the good work performed by our great people each and every day. We have also put programs into place that facilitate improved methods of internal communication, geared towards tapping into the knowledge, opinions and intelligence of all our valued associates. How important is training in providing guest experience that consistently exceeds expectations? It is only fair and right that we give our associates the opportunity to understand how to do their job correctly, as well as the tools, coaching and counseling necessary to become experts in their particular craft. Taken a step further, we endeavor to share real-life scenarios with our team in order for them to understand “cause and effect” of particular interactions and scenarios. The nuances of reading a guest and understanding their individual comfort level can make all the difference in ensuring a successful outcome to any situation. Service delivery can only be successful if we exceed the guests’

ILHA 11

actual expectations, not necessarily what we may perceive them to be. Consequently, along with the prerequisite friendliness and attention to detail, we spend a great deal of time on the dynamics of how to deliver service that is both thoughtful and bespoke. Our teamâ&#x20AC;&#x2122;s commitment to training and service delivery was recently acknowledged with the Forbes Travel Guide Five Star Award for 2015, which is the first for

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any Oahu hotel.

differentiate in our industry.

What key trend are you looking at for 2016?

Perhaps one of the most relevant topics in luxury hospitality today is the notion that the definition of luxury is ever-changing, and with that change comes a new set of ground rules, or a complete lack thereof. That single fact presents great opportunity to better understand our various guest demographics and what they are ultimately looking for in a hotel experience. Additionally, when you

We hesitate to refer to family or multi-generational travel as a trend, however with the complexity of the modern lifestyle, it appears that families continue to use travel as a way to ensure quality time together. How we assist them to that end is one of the great opportunities to

add in the complexity of various international sources of business, it creates another set of opportunities to understand what each culture/ nationality values in a luxury experience. What social media platforms do you use to communicate with guests, and which is the most successful? How do you communicate with them while staying at your hotel? We utilize all the big players including Facebook, Twitter, Instagram, Google+, etc. in addition to guest review sites such as TripAdvisor, Expedia, Booking.com and Yelp. It is difficult to determine which platform is most important as they are all used to varying degrees by equally varying demographics. The fact that we are constantly looking for ways to engage people with our product really means that we are participating across the entire social media landscape. Trump Waikiki is celebrating our 60th

straight month in the top spot on TripAdvisor for our marketplace, and we believe that there is tremendous value in that positioning. We engage with guests on daily basis, in multiple languages on TripAdvisor and other sites, providing responses to postings in a timely and sincere manner. Many travelers are using these platforms as their primary mode of communication, and we monitor in real time in order to provide an immediate response, should the guest post while in-house. We are able to actively answer their questions, celebrate their special occasions and provide assistance through these channels. How do you handle negative online reviews? Do you have a strategy? With respect to negative reviews, we are most concerned with both timeliness of response and sincerity of message. After the initial apology, we then follow up with a personal guest recovery effort to ensure that

the guest feels that our interest in their issue is genuine. We will then utilize the information gathered as an internal tool for both training and process improvement. While certain comments may sting, the online review process keeps our eyes wide open to the reality of the guest experience, while providing opportunity for us to effect immediate improvement. It is of primary importance that our associates are kept in the loop regarding both positive and negative guest reviews. This guest feedback is posted at our central communication board, which is directly adjacent to the associate cafeteria. Posting this feedback allows our associates to recognize the challenges that all departments face, which helps create a synergistic understanding of our operations. It is also a wonderful way to recognize top performers who are mentioned by name, as well as provide inspiration to our team as a whole.

ILHA 13

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SPOTLIGHT ON Shane Green

Founder & President SGEi and Travel Channel Host By Sharon Hirschowitz Shane Green has a dynamic personality and thinks of himself as a culture-hacker, inspiring people to make the changes that will reinvent a company’s culture and have a direct impact on customer service. He was recently master of ceremonies at the International Luxury Hotel Association’s Conference in Orlando and also moderated two panels, where he created an energizing atmosphere and kept the conversation flowing.

The new Guest Experience – how has it evolved and what is the impact for the hospitality industry? The guest experience is being evolved by many influences; most importantly the shared business model, advances in technology, the consumer’s access to information, and the customer’s willingness to value brand delivery over brand loyalty. The shared accommodation model puts a premium on authentic local experiences. Guests want to immerse themselves in the local culture, and therefore hotels need to do a better job of promoting and partnering with other companies to connect guests to their local neighborhood. We often get so caught up in our own properties that we forget to engage partners to craft something special. Our rooms, restaurants, bars, and spas need to introduce and celebrate local artisans, products, and influences. Technology is prevalent in almost 16 ILHA

everything we do, and for many of our guests (especially Millennials) technology seems to be in their DNA. Partnering with third-party providers, offering apps, and incorporating smartphones into the stay experience is becoming the norm rather than the exception. While technology alone does not deliver better guest experiences, it can certainly help improve delivery. A great example is the partnership between Hilton and Uber: by listening to and understanding their guests, engaging with the shared economy rather than complaining about it, and utilizing technology to their advantage, Hilton has created a win-win for their brand and their guests. Customers are able to access information and insights on hotels to help them ensure the right fit. Recent JD Power results suggest this has reduced the number of guest complaints because guests know what they are purchasing. For hotels, this means it must be very honest about the state of their property, abilities,

and offerings. While in the past they may have gotten away with misleading and misinforming guests, they are now being called out on the Internet. Hotels must also be active responding and interacting with guests before, during, and after their stay: this requires staff dedicated to managing the online feedback channels.

What changes do hospitality brands need to make to stay connected to their guests? To stay connected you need information and if there is one thing hotels do well, it is to collect information. What needs to happen now is to use that information in a way that is more meaningful to their guests. We are still not doing a great job customizing guest offers, interactions, and experiences based on the information we have. Many software systems do not share information to allow the staff who need the information to have it. We then need to teach our staff how to use the information in such a way as to

not make the guest feel like big brother is watching them. Many loyalty programs need to reinvent themselves and focus more on delivering experiences and value over just points and free night stays.

You refer to yourself as a Culture Hacker. What does that mean? For my team and I, Culture Hacker refers to the reprogramming of company code, otherwise known as your culture, or in reality the mindset and attitude of your people. Culture is critical to not only engaging your staff, but also to deliver the desired guest experience. Many hotels are not delivering what their customers expect or want, because they are still operating from a position of one-size-fitsall. To change the customerâ&#x20AC;&#x2122;s experience you need to start by reprogramming the attitude of the organization and staff; you need to change their culture. Now, as soon as the staff hears you say change they freeze up or immediately think of it as a negative. Hackers are often able to create real or perceived change without anyone ever noticing. We assess the culture and look for weaknesses in the mechanisms that have the biggest influence on how someone feels about what they do and who they do it for. We then re-design mechanisms like selection, on-boarding, training, recognition, performance management, communication, and leadership development, and deliver them over a period of time to create meaningful but non-disruptive change.

What were your intentions behind founding SGEi, and what have been your most successful programs? In the beginning SGEi was created to fulfill my own entrepreneurial aspirations and to make money. I felt there was an opportunity to take many of the lessons and insights I had learned from working with The Ritz-Carlton Hotel Company and delivering them to other hotels that were struggling with customer service and employee engagement. SGEi has gone through many evolutions over the 15 years we have been in business, but it has probably only been in the past couple of years that our true purpose has developed and our abilities elevated: this was about the same time we began to bring on some really talented executives, managers, and partners. Today, we are focused on being a catalyst, inspiration, and partner for brands that wish to deliver memorable and meaningful customer and associate experiences.

have provided training programs both in the classroom and online to more than 3,000 properties worldwide. But when I think of our biggest success, it is the reputation we have developed outside of hotels; within automotive, retail, real estate, sports entertainment, and technology, as one of the most sought-after customer experience and consulting training groups. We have changed the season ticket experience for the NBA, how customers experience the sales and service process at BMW dealerships, and how customers enjoy their mall or airport terminal experience. We have re-engaged associates within multiple organizations by rebuilding or refreshing corporate cultures, and have inspired them to deliver better customer experiences through our training and development initiatives.

As television host of Travel Channelâ&#x20AC;&#x2122;s Resort Rescue, was there ever a case you thought was beyond rescue? What was the aha moment when things started turning around? The biggest challenge is when there is a disaster within local resources, the environment, or the economy; all of which is beyond the control of a hotelier. On the show we had a hotel that was built to service a PGA golf course. The golf course closed, so the sole focus of its existence was then gone. We had another hotel located on a lake that was drying up, limiting use and damaging its reputation as a destination. When external factors negatively influence your property, you have to reinvent your purpose, position, and operations to better serve the guests who do come to the area. You also have to change your mindset. All of these things take a lot of effort, and when you have owners, managers, or staff who are burnt-out, you have to be willing to sell the property and replace those who can no longer be a part of the change required. Itâ&#x20AC;&#x2122;s tough but necessary if you want to stay in business. Over the years we have worked with many companies inside and outside of hospitality to reimagine their customers experience, refresh the employee culture, and help transition properties.

We have been involved in some great initiatives over the years that we are very proud of as a company. Within hotels, we have opened or transitioned over 50 properties all around the world. I am proud to ILHA 17

SPOTLIGHT ON Paul Joachim

Celebrity Chocolate Artist By Annette Mendoza On Monday September, 28th, in the middle of the Orange County Convention Center, something very special happened. Amid the networking, the lines from booth to booth and sounds of music and laughter filling the Exhibit Hall stood one artist intently practicing his art, and crafting a masterpiece. Paul Joachim, known as the Chocolate Genius, sculpts his masterpieces out of -- you guessed it -- chocolate! Joachim joined the International Luxury Hotel Association (ILHA) Fast Forward 2020 Conference 18 ILHA

to display his talents, live, for all conference attendees to see. “When I sculpt live it’s an incredibly luxurious chocolate experience. From the divine chocolatey aroma that permeates the room, to the crowd watching me sculpt live while indulging in the most delightful chocolate in the world. It’s an experience in pure luxury for anyone who has an appreciation for food, chocolate and art” said Joachim. “Decadence is experiencing the most pleasurable, the most scintillating

desserts the world has to offer. An example would be a perfectly smooth ganache made with the finest Swiss chocolate, Cointreau orange liquor, and Himalayan pink salt. Put that together with perfect, moist chocolate cake made with world-class ingredients like organic ground vanilla bean or the finest dark cocoa available and you’ve got yourself the definition of decadent” according to Joachim. As a child Joachim’s parents never stopped him from playing with his food like most other parents would.

Joachim’s mother told stories of how he would make small giraffe’s out of his waffles. He feels that combining art and food seemed a very natural union from a very young age. Joachim went on to get a BFA in Studio Art against the advice of his parents who always questioned what he would do with this degree. Joachim reports, however, that both of his parents are now very supportive of his career. While in college, Joachim continued to push the limits of food. “After I graduated from art school, cooking became my art for many years to come” stated Joachim. Joachim created a cake for his mother’s 60th birthday that would change his life forever. “I made a 100-Serving, 3D cruise ship cake for my mom. She still talks about it almost 10 years later! The cake was carrot cake with homemade fondant, sugar work and chocolate work. I made balconies, a swimming pool, deck chairs and much more. After I was done I called a friend from art school and told him someday I’m going to make actual sculptures out of cake and chocolate.” Only a few years later, Joachim began winning competitions on Food Network. Joachim has sculpted many familiar faces including a life-size Marilyn Monroe and a life-size chocolate tribute to LeBron James. Joachim noted, “I really love the tribute I did of Robin Williams. I can’t remember a piece that was so emotional and joyous and sad all at once. My goal was to capture his soul in the chocolate and I do believe I achieved this. When you look at the sculpture you can feel his spirit, his joy and the generosity he gave the world.”

things do happen that are out of my control. For example, I was sculpting a life-size woman in cake and ganache. My model, Jessica, said “Paul I think her head is cracking” I was thinking, no, how is that possible? Turns out that the air conditioning had failed in the building and the room was heating up fast. I made the executive decision to cut off the cake head and put it in the walkin freezer. I couldn’t let the head fall when I wasn’t looking! I scraped out the cake from the head and filled it up with chocolate. When I came back, several ladies were taking pictures with their own heads behind the cake body! That was very creative of the ladies. I did place the revamped head back on the body and all was saved, even through the air conditioning wasn’t fixed until the next day.” Joachim’s favorite dessert isn’t hard to guess. “You’re going to think I’m obsessed, but if I had to choose it would be straight-up amazing 70 percent chocolate. Yes, you heard that right, chocolate! We aren’t talking chocolate you buy at the grocery store, but the best chocolates in the world. One of the benefits of sculpting in chocolate is being exposed to the most sinful, most divine, most sophisticated chocolate you can

imagine.” Joachim loves to see how people react to his chocolate based recipes. “I offer vodka martini ganache shots during live sculpting events and people are not used to having such high quality, luxurious chocolate, especially made into an incredible vodka drink! I’ve seen many people buckle over in joy and surprise!” Joachim wowed the ILHA audience with a live speed sculpture of the beautiful International Luxury Hotel Association logo and later surprised Barak Hirschowitz, the ILHA President, with a life size bust of himself during the 2015 North American Guest Experience Awards. It was truly an amazing experience. For more information on Paul Joachim please visit his website at: www. thechocolategenius.com

Joachim shared that Chocolate is a very temperamental medium for sculpting. “It changes texture, hardness and overall usability based on the room’s temperature, humidity and how long the chocolate has been exposed to the air.” Joachim actually alternates the recipes for his sculptures depending on the environment and weather he will be sculpting in. He went on to say, “Occasionally, ILHA 19

SPOTLIGHT ON Drake Beil

President, Drake Beil and Associates DB&A specializes in creating exclusive “Service Excellence Upgrade Programs” for hotels and resorts interested in increasing incremental revenue and REVPAR in Rooms, F&B, Spa, and other revenue streams while developing highly successful performancebased incentive programs for associates, increasing both immediate profits and asset value. Drake talks about how they tailor their program to the unique requirements of a hotel brand, how rewards lead to repeated behaviors and sheds light on thriving upgrade programs. In your recent article in Luxury Hoteliers magazine, you start off by stressing the difference between Upgrading and Upselling. Isn’t this just semantics? 20 ILHA

Not for the guests! They can feel if the front office team member is selling, pushy, or aggressive. Our guests love to buy and will spend much more than they planned to get what they want; they just hate to be sold. That’s a difference that makes a difference because our focus is service: elevating the arrival experience by anticipating guest’s needs and offering great choices. Anything that even smells like ‘upselling’ and we will coach and counsel you to refocus on guest satisfaction. Why does the word / concept “upsell” continue to be a part of front desk culture? If you ask people in any company why they continue to do something, often the response you get is “we’ve

always done it that way.” Upselling is the term that has been used for decades, which is part of the problem. People inherit upselling programs and don’t usually have the expertise or the time to do major development, even when it might be worth millions. Even more important, before we started our design work, we did focus groups of front desk agents in over 20 countries and asked how they liked their current “upselling” programs? Generally they hated them. The overwhelming sentiment was they wanted to provide good service, not sell; it made them uncomfortable and it was clear to us it was time for a change in philosophy and language; that’s when our “Upgrade Programs” were born.

Shouldn’t a property already have an “Upgrade” program in place? What makes your program different and so successful? Let me use a metaphor. Imagine you run a busy hospital serving thousands of customers daily. Your best friend’s father comes in and needs a heart transplant immediately. You have no one on the staff with that niche expertise, so you have two choices. Give it to your top liver surgeon and hope for the best (but he still has to keep up with his liver patients); or bring in a specialist who has done over 300 transplants and is actually easier and less expensive than mounting it internally. He is in and out in two days with the patient happy, healthy, and everyone made money. Plus, the specialist stays in touch for the coming year to monitor health and ensure continuous growth and development as part of the process. Which would you pick for your friend’s dad?

reporting, complimentary refreshers, and a steady stream of Best Practices for at least a year. We have a core of eight Best Practices we like to see fully operational, and that takes time, so most properties renew because they show significant increases in years 2-3-4-5! You work with many luxury brands. How do you make sure the Upgrade program is tailored to the brand and not generic? Each luxury property is like an exotic plant in an exquisite garden. One size fits all may work with some upsell operators, but true luxury is tailored,

Without giving away any secret sauce, tell us what an ideal Upgrade Program looks like at any front desk? Our programs feature high levels of inter-department cooperation and an ideal Upgrade Program would look like a choreographed ballet and symphony with Housekeeping, Rooms Control, Executive Clubs and Lounges all playing a role in the daily operational successes with the Front Desk Team. How does a property benefit from your Upgrade Program? Our Upgrade Program has a clear path to excellence starting with a custom-design, revenue goals and stretch goals, and a process of continuous improvement to get there. This includes a launch with development of customized brandstandard materials and training, monthly contacts and detailed

program’s performance, we can help. Additionally, along with annual revenue, we look at revenue per room per month, and number of Upgrades per day. Number per day may be the most important indicator of success because that is something you can control and influence at the property level to make improvements. I understand your program has some innovative performance based incentives for individuals and the entire front desk team. Can you elaborate? What gets rewarded gets repeated. In our system, individuals can improve their incentives when they excel, and also when their team reaches certain goals; this team element is critical because it builds support and improves cooperation. Also, when other departments that are instrumental to success benefit, it is a win-win for the entire team. In a unique feature of all our designs, the more you pay your people, the more you bring to the bottom line! How is that possible, aren’t we all trying to keep employee costs down?

bespoke, developed with care and consideration of all the assets and opportunities presented by the property. That is all we do, and it is our specialty. What are some key financial metrics that a luxury property should be achieving with an Upgrade Program? We have a private database with results from many hundreds of properties in over 30 countries, so we can tell a new property what kinds of revenues they should be making monthly and annually. Whether they work with us or want a valid comparison for their current

Our crafted performance-based revenue thresholds guarantee management will always net at least 75% of every Upgrade dollar. If you have a $1M property, $750K is net, with all costs self-funded and that includes the finest incentive program in the world for deserving associates, and all our design and development as well. You can put more of a percentage on the bottom line if your people do not reach the higher success thresholds, but you want them to because you make more too as a result! Plus, it is a strong retention tool because when people see their lives change with significant pay increases they have earned, the more their appreciation grows and loyalty strengthens. We are literally changing lives - one Upgrade at a time. ILHA 21

SPOTLIGHT ON Robert Woolley

Founder of Woolley’s Classic Suites Robert Woolley is very passionate about delivering guest experience as the founder of Woolley’s Classic Suites and the recent winner of Expedia.com’s Best Reviewed Hotel in the U.S. award and 4th worldwide, based on more than 20 million verified traveler reviews. The hotel, which opened in May 2014, contributes its success to prioritizing guest safety, security and comfort along with an exceptional sleep experience. It is no wonder that their guest rating is on average 4.9 out of 5 on Expedia.com and prides itself in a 100 percent 22 ILHA

recommendation rate. Congratulations on your recent award. Today, more than ever, guests are making travel decisions based on reviews, and some hotels are finding it difficult to manage their social media. What is the secret behind your success? Do you have a strategy? We do have a strategy. We provide an exceptional product with exceptional guest service. Our guests tell us this every day. We are not perfect but we recover with the guest experience in mind. We also employ a Social Media

Manager to focus on the traditional Social Media outlets, however, all of the responses to our guest reviews come directly from the property. Guest experience has taken on a new persona the last few years, and travelers are expecting more unique, authentic experiences where they are able to feel, share and connect with their destination. What are your guests looking for, and how have you changed your best practices to satisfy them? It goes back to the basics. You will see this in our tag line, “Hospitality

WCS King Room

Returns”. We treat our guest with a genuine appreciation for their business. We do not provide a canned experience for every guest. We treat them as individuals, keeping in mind that everyone’s needs are unique. You have had a relationship with Simmons Hospitality since 1960. Please tell us more about your collaboration and how it has lasted over 50 years. With Simmons quality standards and customer satisfaction concerns, we as owners know that we will have a product that is durable and will stand the test of time. We are rest assured that our guests will not find a better mattress in the marketplace to sleep on. That’s why we continue to put the best mattresses made in our hotels. How important is sleep to your guests and what have you done to

Woolley’s bathroom

make sure that they get the best night’s rest? Sleep is key to a great guest experience. We provide a custom linen package to wrap our guest in comfort and a rejuvenating night’s sleep.

What key hospitality trend do you think we should be looking out for in 2016? Quality, Value and Individuality. It is not new. It’s getting back to the basics of hospitality. ILHA 23

LUXURY HOSPITALITY INTERIOR DESIGN

MIAMI, FLORIDA 305-945-1770 WWW.DADAUSA.COM

Did you know that a major source of hotel reservations come from online channels as travelers are researching more and more online before making reservations? Name recognition used to be the most important factor for travelers when choosing hotels but studies show that strong online visuals and third party reviews are becoming much more important. Antonio Cuellar has been photographing luxury hotels and resorts for over 12 years. His images spark a lot of excitement among online travel researchers. He is a master of color and light. He makes a simple room look elegant and sophisticated, and intimate rooms such as spas and bedrooms look warm and romantic. He also brings character and personality to every area of a hotel hotel and his images are well known for improving bookings.

CONTACT info@antoniocuellarphotography.com www.antoniocuellarphotography.com facebook.com/hospitalityphotographer twiî&#x20AC;&#x201A;er.com/antoniocphoto

2015 norTh ameriCan guesT eXPerienCe aWards By Annette Mendoza 26 ILHA

Being nominated for a hospitality award is not only a victory for one individual but for a dynamic team of people that are all working together towards one common goal; making the guests feel at home. Several departments will collaborate seamlessly and organically to ensure a guest’s experience is effortless and inspire long-lasting relationships. Online reviews are read in real time, and discerning travelers will use this feedback to make booking choices, which is why it seems only fitting that the award nominees of the 2015 North American Guest Experience Awards were chosen by the guests. The traveler’s voice has never mattered more than it does now and guest reviews were analyzed across categories ranging from Best Food & Beverage to Best Rooms/ Housekeeping. This year, the International Luxury Hotel Association partnered with TrustYou, who provides powerful online reputation management tools to hotels, restaurants, destinations and

intermediaries around the world and collects information from over 100 different travel sites. They also created the Meta-Review which allows travelers to make educated and informed choices based on their collection of reviews from across the web. The 2015 North American Guest Experience Awards are centered around the opinions and reviews of the hotel guests. These guest reviews enable TrustYou to calculate the top five hotels in each category, resulting in the only hospitality award that acknowledges guest experience, making the awards both unique and significant. “The awards are based on the only expert opinions that truly matter today, the guests who have actually stayed at the hotel,” said Barak Hirschowitz, President of the International Luxury Hotel Association. “Online transparency has changed the way travelers book rooms and created a seismic shift in consumer buying trends. A hotel’s online reputation has become the single most important factor when

making their final purchasing decision between similar hotels in any location.” The guest’s voice has become a huge platform that other potential guests take into account. According to research by TrustYou, “95% of respondents report reading travel reviews prior to booking. Leisure travelers are reporting that they are reading an average of 6-7 reviews prior to booking while business travelers are reporting reading an average of 5 reviews. Leisure travelers spend in the region of 30 minutes reading reviews prior to booking a hotel, and 10% of travelers spend more than one hour reading reviews.” “Reviews and guest feedback are increasingly important for travelers as they make their booking decisions. TrustYou is pleased to partner with ILHA to honor hotels that receive constant praise from millions of travelers worldwide, across hundreds of review sites,” said Margaret Ady, Vice President of Marketing.

ILHA 27

More than 12,000 hotels are using TrustYou to improve their services on all fronts and provide a guest experience that goes above and beyond expectations. They are providing the most relevant platform for hoteliers to hear and understand what it is their guests want and don’t want. TrustYou took these reviews and analyzed them to establish the seven most relevant categories for Luxury Properties across all of North America. These include: Best Food and Beverage, Best Grounds, Best Lobby, Best Rooms/ Housekeeping, Best Service, Best Spa and Best Overall Hotel. Ellis Connelley, Executive Vice President of TrustYou opened the event with a brief overview, and Steve Tipton, Vice President of Simmons Hospitality handed out the awards, as co-sponsors of the event, joined by Barak Hirschowitz, President of the International Luxury Hotel Association. Artist and chocolatier, Paul Joachim, also known as The Chocolate Genius, surprised Hirschowitz at the end of the awards with a bust of himself sculpted out of chocolate and served hand-crafted chocolate delicacies to the attendees, along with a celebratory champagne toast. In the category of Best Overall, The Langham Chicago (US) and The St. Regis Punta Mita, (MX) tied for first place. A second tie occurred in the category of Best Food and Beverage between the Four Seasons Biltmore (US) and the El Dorado Maroma (MX,) while Trump International Hotel Waikiki Beach Walk (US) swept in the two categories of Best Service and for Best Rooms/Housekeeping. Best Grounds were awarded to the Ventana Inn and Spa (US), Best Lobby was awarded to the Willard Continental (US) and Best Spa was awarded to The Regent Palms (TC). 28 ILHA

HOTELS NOMiNATED FOR THE NORTH AMERiCAN GUEST EXPERiENCE AWARDS Best Overall: The Langham Chicago (US) & St. Regis Punta Mita (MX) Nominees:

Nominees: •

Hotel Andaluz (US)

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Hotel Monaco Portland: A Kimpton Hotel (US)

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The Davenport Hotel (US)

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The Pfister Hotel (US)

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Auberge Saint-Antoine (CA)

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Harbour House (CA)

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Mokara (US)

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Nayara Hotel Spa and Gardens (CR)

Best Rooms/Housekeeping: Trump international Hotel Waikiki Beach Walk (US)

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Rosewood Hotel Georgia (CA)

Nominees:

•

The Arrabelle at Vail Square (US)

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Grand Velas Rivera Nayarit (MX)

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The Whiteface Lodge (US)

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Food and Beverage: Four Seasons Biltmore (US) & El Dorado Maroma (MX)

Hotel Iberostar Grand Paraiso (MX)

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Hyatt Zilara Cancun (MX)

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Nayara Hotel Spa and Gardens (CR)

Nominees: •

Grand Velas Riveria Maya (MX)

Best Service: Trump international Hotel Waikiki Beach Walk (US)

•

Park Hyatt Washington (US)

Nominees:

•

Zoetry Villa Rolandi (MX)

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El Dorado Seaside Suites (MX)

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Grand Velas Riviera Nayarit (MX)

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Hotel Encanto (MX)

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Nayara Hotel and Spa Gardens (CR)

Best Grounds: Ventana inn and Spa – a Joie de Vivre Boutique Hotel (US) Nominees: •

Excellence Playa Mujeres (MX)

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Garza Blanca Preserve Oceanfront Resort and Spa (MX)

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Montage Laguna Beach (US)

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Willows Lodge (US)

Best Lobby: The Willard Continental (US)

Best Spa: The Regent Palms (TC) Nominees: •

Grand Hyatt Kauai Resort and Spa (US)

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Le Blanc Spa Resort (MX)

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The Peninsula Chicago (US)

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The Peninsula New York (US)

iLHA BUiLDiNG ENERGY EFFiCiENCY PARTNER

Borgo Santo Pietro cooking school

Gourmet Italy

a new breed of gastronomy By Sharon Kilby

30 ILHA

on traditional home cooking such as pasta and pizza-making courses. These basic ‘foodie’ experiences were important however, and still provide the backbone to Italian cooking tours today. With region’s such as Tuscany, the Amalfi Coast, Piedmont, Liguria and Lake Como leading the way in terms of Gastronomy, many other less known Italian areas are also now making waves when it comes to luxury gourmet experiences. Liguria, Sicilly, Le Marche and Capri all have their fair share of luxury hotels offering gastronomic activities. Italian cooking became popular in the 1990’s in response to the global publicity associated to London’s famous River Cafe a trailblazer in the joys of Italian food. Furthermore, on the back of British Chef Jamie Oliver’s promotion of Italian recipes and the Italian lifestyle in general, the country has enjoyed a surge in discerning ‘foodie’ travellers looking to experience the essence of Italian gastronomy.

Experience Classic and Contemporary Cooking at some of Italy’s leading luxury hotels. Italy is without a doubt one of the top destinations for travellers who are looking for an epicurean adventure and the choice of luxury hotels offering gourmet experiences is steadily on the rise. Originally, culinary tours in Italy were simple affairs with an emphasis

Since the 90’s however, gourmet travellers have divided into two very different camps, those guests who simply want to soak up the atmosphere and heart-warming culture of Italian ‘home-style’ cooking. Then, there are the elite travellers who are looking to sample the very finest wines alongside masterfully created exquisite Italian dishes. It is these high-earning, extremely discerning guests that have inspired a new generation of luxury hoteliers across Italy to ‘up their game’ on the culinary front. In the last 12 months several new Italian cooking schools and gourmet

tours have been launched all of which are masterminded by luxury Italian Hotels. Maximizing on ‘inhouse’ experiences, 5 star hotels are now offering a variety of interesting gastronomic experiences that have a more contemporary flavor. Hotels that have their own cooking school or host in-house cooking classes immediately catch the eye of potential guests and are also much preferred by agents. Those properties that offer a diverse range of experiences also increase income as guests often book two or three different culinary activities during their stay. One outstanding hotel hitting the headlines in culinary circles is Borgo Santo Pietro in Tuscany. In June 2015 the hotel opened its state of the art cooking school located next to its impressive kitchen gardens. The school offers a variety of courses to both guests and also non-residents. Alongside traditional classes focusing on Tuscan favorites such as classic pastas and pizzas the school also offers gourmet classes and master classes for serious cooks and professional chefs. These innovative culinary experiences include: farm to plate cooking, country to coast seafood classes, chocolate making, cooking with truffles, bread-making, baking and gluten free classes to name but a few. Whilst traditional cooking styles are celebrated at the hotel, Michelin starred chef Andrea Mattei also teaches contemporary methods and modern cooking techniques. The hotel’s emphasis on gastronomy is carried throughout the country estate and activities also include olive oil tasting, truffle hunting, honey tasting and farm tours. The comprehensive collection of ‘foodie’ adventures ILHA 31

Borgo Santo Pietro Wine Cellar

allows the hotel to add value to the guest experience and ‘capture’ their audience, thus further increasing revenue. Luxury Hotels with cooking classes in Italy have to be proactive and think above and beyond the mainstream when it comes to introducing new gourmet experiences in the future. Several respected hotels are introducing culinary events, packages and offers that attract those interested in Italian cooking and also boost booking figures during quieter months such as truffle hunting in October and detox cooking in April. Palazzo Seneca in Umbria hosts regular gourmet events such as the ‘Prosciutti dal Mondo’’ a three day festival that celebrates the ‘Norciana’ or local ham. Guests can experience an Italian style ‘festa’ 32 ILHA

Bellevue Hotel & Spa garden

where the very best regional food and wine producers come together to offer an inspiring bounty of flavors. Guided tours of local farms and vineyard’s are combined with exclusive wine tastings and culinary tours. This kind of 5 star gourmet break attracts visitors from around

the world who wish to indulge in fine food. Palazzo Seneca also works closely with Relais and Chateaux and plays host to the gourmet festival of Italy. Guests can also partake in cookery classes in a grand 16th-century palace where specialties include cured meats,

take a hike to La Maison à l’Alpage a country lodge in the National Park where once a week, Hotel Bellevue’s chefs transfer their skills to higher ground where they work al-fresco at the foot of the Gran Paridiso peak preparing freshly grilled meat and cooked polenta in a traditional castiron cauldron. Each region in Italy has its own rich and diverse culinary heritage and hotels are recognizing the intrinsic link between local culture and luxury hospitality. Taking the roots of the region and translating these into contemporary cuisine allows hotels to maximize on marketing and publicity opportunities. For example, having a Michelin Starred chef will immediately differentiate a hotel from its competitors. Having an award winning chef and a cooking school accompanied by gourmet events such as farmers markets, barbeques and luxury picnics all add new dimensions to a luxury hotel. Italy’s leading gourmet hotels share one common vision - to offer unique and memorable epicurean experiences to their guests.

truffles and lentils. The interaction between the gourmet traveller and the concierge service are complex yet beneficial to all luxury hotels in terms of generating new revenue streams. For example, at Hotel Bellevue in

the Italian Alps guests can book a cheese-tasting session in the hotel’s own ‘cave’. Located in the heart of the mountains the hotel’s cheese cellar boasts cheeses from across the region as well as national specialties from central and southern Italy. Guests can also

About the author Sharon Kilby is a director of Arthouse PR, a UK based public relations agency specializing in the travel and luxury lifestyle sectors. Arthouse PR represents several boutique hotels in Italy, Iceland and the UK. Sharon is also a freelance writer and has edited over 60 luxury lifestyle publications including numerous hotel magazines. www. arthouse-pr.com

ILHA 33

Beauty, Space & Emotion The Art of Modern Luxury Hotel Design By Roberta Klein

DADA – D’Amico Design Associates, an award-winning Miami interior design firm, specializes in luxury destination resorts throughout South Florida and the Caribbean. Teri D’Amico, principal, launched her full service firm in 1997, and from the getgo established flawless modus operandi. In essence, the design team’s philosophy incorporates a relationship with architect, landscape architect, contractor, client and all others contributing to the design of the hotel resort. Most recently, while attending the 2015 International Luxury Hotel Association Conference, 2020 Fast Forward, in Orlando, D’Amico had the opportunity to interact with other professionals in the hospitality field and discuss their interpretations of luxury in this specialty market. “I 36 ILHA

was inspired by the panelists at the conference – generally hoteliers and marketing professionals who define the new luxury hotel,” notes D’Amico. “As a designer, I felt that I should try to quantify their words into actual design techniques.” To that end D’Amico gathered together a host of critical “guest experiences” and in describing them, also reflected much of what she had learned while teaching a course as adjunct professor at the School of Architecture at Florida International University (FIU). The course had been taught about, and together with, her idol, the late, iconic architect Morris Lapidus, and titled Beauty, Space, and Emotion. Lapidus, primarily known for his curvaceous, theatrical design of the Fontainebleau Hotel in Miami Beach

in the early 1950’s, had redefined the resort experience. He was all for pleasing hotel guests with a “fantasy” approach that they loved. One indelible example was his “stairway to nowhere,” where he placed the main elevator vestibule on the second floor so guests would be forced to use the staircase to reach the elegant lobby and bar below. Lapidus’s reasoning: “People loved to ascend or descend staircases in the grand manner seen in the movies in order to flaunt their fancy couture clothing.” They also took a snap shot for a memoir. D’Amico’s methods to achieve luxury virtually cover most of the critical elements needed to seduce and please the end user, concurrently complementing the environment and the architecture. Fortunately

D’Amico, a mid-century enthusiast, is not married to any one particular design style. Instead, she initially studies the property where the hotel will be built for its unique character and looks for “opportunities,” “not obstacles,” she emphasizes. For successful hotels, views should be highly considered as well as sun and breeze directions, D’Amico asserts. Then inside the lobby is where the designer can reinforce the guest experience with new opportunities. That the lobby should be inviting in order to draw guests into the hotel is critical. One effective source to achieve this is with lighting. “Task lighting should be unseen while decorative should be celebrated, such as a chandelier,” D’Amico explains.

Indeed the use of rhythm and a harmonious balance of materials enhanced through lighting introduces a most pleasant encounter and delightfully lures the end user to a specific experience in the form of a series of focal points. For example, when D’Amico refers to subtly manipulating guests as they move through the lobby, she echoes Morris Lapidus’ theory: “People are like moths,” he contended. “They are attracted to the light.” “We as designers can lead guests to explore the resort environment. We may achieve this either through grand openness within the structure or passages that invite meandering. In this mode, we may lead our guests through the lobby gardens to the pool and ultimately, when

appropriate, to the ocean and other beautiful scenery. As vital as this experience is for the enjoyment of the guests, what well may be of utmost importance is the guest room. It represents the sanctuary in the home away from home without the responsibilities. With D’Amico’s firm specializing in hotel and resort design and frequently in tropical climates, blending the indoors and outdoors, both visually and actually, provides the illusion of a spacious retreat. No matter the size or location it is a haven. D’Amico often incorporates a brises soleil or open filigree panels, which are shading devices that create privacy while enabling the guests to enjoy both sun and possibly even a private outdoor shower. Comfort and beauty are equally tantamount, so the actual leisure space in the room or suite succeeds through furniture such as lounge seating flexible enough for relaxing or socializing, a signature headboard and fine linens. Varying ceiling heights which conceal functional elements can be designed to add visual interest to the room and the opportunity to create either grand open or transitional spaces while also sustaining desired intimacy. Ideally, bathrooms should feel like an actual spa, comprising natural materials along with statement vessel sinks and variable shower jets that soothe a body after a day of rigorous water sports or simply reading on the beach. Along with the other selectively integrated features this version of the desirable private spa recharges the soul. Of course, in resort hotels in South Florida and the Caribbean the outdoor amenities are a great draw. ILHA 37

The signature pool is always a people pleaser, as are such luxuries as a beachfront massage overlooking the sea. D’Amico is also a proponent of using indigenous materials. She says, “Using local stones and finishes in a new and creative manner is a big score for authentic moments.” Concurrently they can be related to textures and colors of the site: mostly blue sky, turquoise water, gleaming white beaches, and rocky cliffs, all of which evoke the emotions of the guests. D’Amico masterfully introduces color and texture to

the décor, such as borrowing the warm palette of a sunset or the cool palette of the ocean into the fabrics and finish materials, all balanced for a cohesive style or theme throughout the property. Just as Morris Lapidus’s “fantasy” designs were a source of joy and delight, so are D’Amico’s. At the same time, D’Amico’s hotels always introduce a sense of place. Most importantly, she notes, “As designers we envision our designs to serve as an evocative and gratifying element: This is to provide the hotel guest a stress-free, invigorating, soul

enriching experience.” D’Amico earned her Degree from The Ohio State University. She is NCIDQ, National Council for Interior Design Qualification and Florida Registered Interior Designer. For more information visit The DADA website www.DADAusa.com Petit St. Vincent Private Island Resort and Spa was featured in Architectural Digest and voted in “2012 as one of the Top 100 New Hotels in the World by both Conde Naste and Travel and Leisure.

The Marlyn Hotel – Miami Beach

Oceanview Luxury Villas, Turks & Caicos

38 ILHA

About the author

After attending the University of Miami School of Journalism, Roberta Klein launched her writing career, landing a job writing for the fledgling Florida Designer’s Quarterly magazine, in the mid-1970’s. This ultimately led her into a specialty of writing about Florida interior designers’ and architect’s residential, resorts, hotels, and restaurant projects. Many were for New York’s Hospitality Design and Restaurant Design magazines. Klein profiled such legendary architects as Rufus Nims, Morris Lapidus, and members of the Sarasota School, including Paul Rudolph. She wrote monthly stories for Sunshine, the Florida Sun Sentinel’s Sunday Magazine, for 17 years and wrote and edited stories for Florida Architecture Magazine for 12 years. Her work was published in Architecture Magazine, as well as Southern Accents, Veranda, and Architectural Digest. In addition, Klein has concurrently worked on the staff of Robert Swedroe Architects, specialists in multi- residential design, as marketing director. It has been her pleasure to write about the talented and extremely knowledgeable interior designer, Teri ’D’Amico

Resort marinas Design for unique experiences By Esteban L. Biondi

An upcoming trend in resort marina design is the focusing on enhancing authentic guest experiences. While this design objective is established in luxury hotel architecture, it had not been formally applied to marinas. This is not surprising since some luxury marina owners only realized that they were in the hospitality business within the last decade, and some in the marina industry are still trying to figure that outâ&#x20AC;Ś The guest-

Puerto Los Cabos Photo courtesy of Esteban L. Biondi

40 ILHA

experience design approach results in innovative marina design solutions that are especially suited for resort marinas, but can also be used in other types of yachting facilities.

located, marinas have to capture physically the sense of place and host the people that can convey the culture and heritage through personal interactions.

A marina is a hospitality business, and as such it must set the stage for memorable guest experiences: seamless, personalized and authentic. In order to be authentic to the destination where they are

Marinas and the resort waterfront areas, as part of the destination, should merge with the surroundings and reflect their essence. Marinas can also be seen as gateways to unique coastal places reached by

water, where the natural environment and the local cultural heritage are the main attractions. For guests to be transported to a memorable pristine landscape, they need the built environment of the marina to match the purpose of their journey. Resort marina design Presently, best practices in resort marina design include the integration to the overall resort master plan from a functional, aesthetic, infrastructure and environmental point of view. They also include designing the marina as a business unit to match the developer’s investment strategy. Harbour Town yacht basin in Hilton Head was an innovation four decades ago by master planning a marina that enhanced in general the value of the resort by creating a resort amenity, as well as retail and public spaces for nonboaters around the marina. A decade ago, Yacht Haven Grande in Saint Thomas became the first marina in the Caribbean to be designed - from its inception - specifically and exclusively for megayachts and superyachts, with outstanding levels of luxury services

from its first day of operations.

The physical place

Challenges in resort marina development remain due to undue environmental impacts of some projects. In untouched destinations – where many resort marinas are located – it seems obvious that it is in the developer’s best interest not to destroy the natural beauty and culture that makes the destination special. However, it is painfully common to see many fall into this trap because of not using available know-how to avoid and minimize impacts or just overdeveloping the coastal area.

The marina physical planning can be greatly enhanced as a stage for guest experiences when natural features are proactively incorporated in the design. I call it environmental design. These features are design elements that add value to the guest experience, as much as they provide environmental and resiliency benefits. Environmental design results in enhancing a sense of place that is authentic and true to the surrounding natural environment. For example, environmental design can create beautiful landscape features with native vegetation around the marina basin, while embedding engineering functions such as shoreline stabilization and stormwater filtering.

The new approach A new marina design approach (not yet widespread and not written in any book) incorporates the principles of experience-oriented luxury hotel design and sustainable tourism to marinas. Working towards this goal, two marina design strategies emerge as the path to achieve outstanding yacht facilities: incorporate environmental features to the design of the physical place and plan for human spaces where cultural enrichment can occur.

Design elements within this approach meet a basic function, such as shoreline protection, but also add value to the aesthetics, create a more natural landscape, enhance native or threatened vegetation, may create habitats, may restore impacted environmental functions, can reduce development costs, and can be part of a rising sea-level adaptation strategy.

Yacht Haven Grande - St Thomas Photo courtesy of Island Global Yachting

This approach has been embraced by the owners of the Ritz Carlton property in Grand Cayman. As part of the development strategy for a marina and new luxury communities associated to the hotel, they are committed to the environmental restoration of a mangrove area adjacent to the marina and its incorporation to the project as an amenity. The plans for the mangrove area include boardwalks, kayak canals, and birdwatching platforms. This restoration will also provide an enhanced platform for activities by Jean-Michel Cousteauâ&#x20AC;&#x2122;s Ambassadors of the Environment program, from eco-tours to mangrove planting and educational activities for local school children.

family members or the resort chef using traditional recipes and local ingredients. This approach is common in luxury eco-lodges, but not yet used for the planning of resort marinas.

The human space

Creating space in the marina for trained local community operators and service providers to offer truly unique and exclusive experiences to guests is the cornerstone of meaningful community participation. As a designer, I believe that unique resort marinas should have some water and land spaces conceived for local community members to interact directly with guests. This can achieve a quality of authentic guest experience that no building can reach by itself. The implementation of this strategy is not easy, but it is worthwhile.

Local people offer the opportunity for the most profound and memorable experiences for resort guests. For example, imagine a local fishermen taking you in a traditional local boat for a snorkeling tour while telling stories and legends of the area (as accurate as fishermen tales are). Envision a fishing tour by a local guide, using sustainable practices, and having the fresh fish prepared by either by

Puerto Los Cabos, in Mexico, included a basin for local fishermen within the 500-slip marina basin, in compensation for the use of their beach by the project breakwaters. The same marina that offers berthing for luxury sportfishers and megayachts, has an area operated by locals. They offer fishing charters in their small boats to tourists and have a modern, clean and safe facility built by the

resort master developer to host them. What new design does This approach results in radically different designs that enhance the value of the marina project beyond luxury standards. While this may not be â&#x20AC;&#x153;for everyoneâ&#x20AC;? and has not yet been applied thoroughly in practice, clear trends are emerging. Interestingly enough, in order to achieve a stage for extraordinary guest experiences, the resulting marina also happens to be environmentally sustainable and socially responsible.

About the author

Esteban L. Biondi is Associate Principal at Applied Technology & Management (ATM), a 30-year old engineering and environmental consulting company specialized in hospitality projects, with a team dedicated to marinas. With ATM since 2002, Esteban has directed consulting assignments for resort projects and for almost a hundred marinas in the US, Latin America, the Caribbean, Middle East, South East Asia and China.

Puerto Los Cabos Photo courtesy of Esteban L. Biondi

Today’s modern travelers have changed. They are empowered, educated and have very specific attributes they are seeking during their hotel stays. Amenities have become tremendously important – travelers aren’t looking for a just soap, shampoo and conditioner, they are looking for an experience, something they can relate to. Whether an environmentally conscious traveler or business traveler, guests are demanding more out of their hotel stays than ever before. Innovative trends are driving traveler motivation. And given that more than half of American travelers love in room toiletries so much that they use everything available, hotels are now more committed than ever to creating an individualized, exclusive amenity experience for their guests.

Greener Packaging, More Repurposing The modern traveler expects hotels to have some sort of sustainability element built into their amenity program. They want to reduce their carbon footprint one stay at a time by using products that are good for the 44 ILHA

body and good for the Earth. It’s important for hotels to embrace opportunities where green products can be used, such as requesting toiletries in bio-degradable packaging and recyclable cartons. To take it a step further, hotels can initiate themselves with a sustainable recycling

program like Clean the World that can put unused products to good use. Bespoke Programs Bespoke programs bring the property’s unique style to the forefront with every detail meticulously fashioned for a perfect fit, from prominently

Trends Changing the Way Guests and Hoteliers View Amenities By Roys Laux

ingredients that is so greatly favored by guests that The Phoenician sells full-sized versions of the collection for retail so guests can continue to enjoy it even after the trip is over. Natural Ingredients And Credible Formulations Hotels are making a conscious effort to include the list of ingredients and claims that make up the credible formulations (amenities that lack parabens and preservatives and contain organic ingredients) directly on the bottle, leaving guests little room to worry about whether or not they are using “good for you” products. Montpelier Plantation promotes healthy living through wellness that is both active and relaxing, and their amenities strive to do the same. The all-natural BeeKind Collection is a credible formulation that allows guests to feel good while doing good. BeeKind is not only made with certified organic ingredients but is also innovatively packaged in 100% recycled paper, with all of ingredients listed on the back. Crossover Of Beauty And Hospitaltiy Niche beauty brands are creating a solid presence within the hospitality market and guests are responding incredibly positively. Guests are excited when a brand they are familiar with is associated with a hotel’s bath amenities. Some early adopters that have channeled this new nontraditional marketing channel are Oscar de la Renta, Dayna Decker, Ted Gibson, diptyque and Neil George.

featuring the property logo in the bottle design to building an entire concept based on the hotel’s aesthetic and ambiance. Using distinctive scents, credible formulations and unique packaging and design, hoteliers can decide the emotion they want to evoke in guests.

Several well-known properties have already followed suit and designed exclusive amenities program for guests such as The Phoenician in Scottsdale, Arizona. The property created its own signature line of branded Phoenician bath products, made from biodegradable bottles and natural

Not only are these brands and many others benefitting from their foray into the hospitality market but so are hoteliers. Partnering with a wellknown beauty brand gives hotels the opportunity to raise the bar against competition. It gives them the chance to bring their property and style to life through a collection that is expertly curated for their hotel and its guests. ILHA 45

For example, in 2013 legendary fashion brand Oscar de la Renta collaborated with Peninsula Hotels, making it the first time Oscar de la Renta entered into a partnership with another brand. Oscar de la Renta brought guests an exclusive range of bathroom amenities created to encourage them to take the products home to relive their Peninsula experience over and over. Montage Hotels worked independently at the property level with Antica Farmacista, known for their luxury home and body products, to develop fragrances for their bathroom amenities that represent a sense of place. And Westhouse New York launched its premier line of amenities with the help of Dayna Decker, a trendsetting and stylish visionary of modern ambience. Fragrance Fragrance plays a major role in the memory and experience that guests will take away from their stay, and ultimately aids in the development of a loyal customer base for the property. The types of scents that have the most power to transform a guest’s mood are androgynous – those that appeal to both genders but still have the capability to play on their nostalgic memory. Energetic, citrus scents and earthy, herbaceous fragrances are pleasing to both men and 46 ILHA

women. The Mandarin Oriental Paris, known for its distinctive design and strong sense of place, chose to work with visionary Parisian perfumer, diptyque, to create an amenity line that evokes emotion through fragrance. The timeless and elegant fragrance captures the stimulating aroma of orange blossoms and offers a delicate balance of simplicity and richness to evoke emotion and inspire memories. Hotel bathroom amenity packages are more complex than one would think, but as hoteliers take the initiative to change, upgrade the guest experience and work with outside resources to pair their products with programs that can deliver what is mentioned above, it will ultimately offer what every hotelier wants - a powerful element that can transport guests back to their hotel stay once a trip is over.

About the author

Roys Laux, VP Brand Management & Creative, Gilchrist & Soames, is a marketing leader with over 15 years of domestic and global experience in brand strategy, global product development, lifecycle planning and marketing implementation. A lover of brands – not to mention travel, fashion and beauty– Roys has found an ideal home for her experience at Gilchrist & Soames.

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Expectations make the vacation even the exceedingly high ones. By Elizabeth J. Whitley

What makes a vacation memorable? Sure, first time destinations, ‘family first’ trips, and celebratory escape trips all constitute as ‘memorable’ vacations, but what makes that specific vacation stand out. The answer is expectations. For example, assume you are visiting a highly ranked restaurant for the first time. Upon arrival, your expectations are achieved; the atmosphere, music and appearance are all up to par; however, your expectations begin to lessen the moment you sit down. The wait staff is not as you expected, they are rude, and quick-tongued creating in you a hint of doubt. No matter the food or company, you will leave feeling your expectations have not been met and subsequently disappointed at the initial intent. 48 ILHA

This same concept holds true for a vacation and the quickest way a vacation can be slighted is through lodging. With travel websites such as Trip Advisor, Yelp and Trivago, the future traveler has expectations upon expectations at their fingertips. The hospitality industry will have to ensure they are exceeding each and every guest’s expectations for fear of not only that single guests’ disappointment, but any potential guest that exists in the online world. According to a study by Mintel Group Ltd. based on the 2014 Bureau of Labor and Statistics, good customer service is the number one factor impacting hotel selection, with online reviews and free WiFi coming in at second and third place. This study also indicated

that the most frequent of travelers demand high expectations with a low tolerance for mediocrity meaning they expect to be wowed. The Millennial generation accounts for almost a third of the U.S. population and are one of the highest segments of the frequent traveler population. This generation is different from others in that not only do they expect a great vacation, but their expectations of hotel amenities is far more extensive than the average GenX and Baby Boomer traveler. Because Millennials are accustomed to instant technology, their expected amenities not only include free Wi-Fi, but also docking stations, borrowable chargers, online streaming capabilities, virtual check-in and any other charming

delights they deem convenient and entertaining. Aside from technology, Millennials are also more apt to stay in a hotel that is unique, luxurious and offers some type of ‘different’ atmosphere than just the regular standard hotel room. For the GenX and Baby Boomer

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generations options were limited to bed size, while Millennials expect elaborate and creative options such as pillow and mattress varieties, scented high thread count sheets, and soundscape dream machines. These unique amenities are already starting to become commonplace in the eyes of the Millennials thereby keeping the hospitality industry on its toes to create new expectations. Millennials are more likely to share their experience and satisfaction if the vacation is deemed a ‘memorable’ one and as noted previously to make

that trip memorable, exceedingly high expectations should be the new level at which hotels aspire to reach. Let’s hope the hotel industry is ready for reinvention because it’s happening with or without their permission.

About the author Elizabeth J. Whitley is the Internet Marketing Manager for North Carolinabased supplier and retailer Aﬄuence Home Fashions (AHF). Joining AHF almost two years ago, Elizabeth has worked with multiple online selling platforms as well as numerous brick-and-mortar retailers showcasing their luxury bedding products. Elizabeth routinely works with international constituents to ensure accurate and efficient product development and logistics through the use of consumer research and online trends. www.aﬄuencehomefashions.com

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Retro Beginnings

and the new language of Wellness By Linda Lee Flading

Long before the days of aromatherapy, organic foods, and Zen sound effects, wellness was basically about not being physically sick. Times have certainly changed things. Back in those days, things were less specialized all around. Travelers were focused on staying in a comfortable, clean, quiet, and attractive space and getting to the intended destination as cost effectively as possible; more often by car than by air. Hospitality was less a destination and more of a stop-over for middle class travelers. Just having a pool was once a nice perk.

As far as general health went, people saw a general practitioner usually near where they lived when necessary and that same doctor would repair a broken arm or remove a cyst. If people were traveling long distances to receive medical care, it was not something that was apparent to most of us. As far as the workplace went, almost everyone who wanted a job had one with the usual difficulty and rewards that went with the territory. Things were different back then and nobody seemed concerned about “wellness” in the workplace. All employers seemed

to notice is that you were out sick. There is a humorous tale about what could have been the very humble beginnings of “wellness” in the hospitality industry. Back in the early 1960’s when Route 66 was the rage on TV, so was “Magic Fingers”; the only wellness gadget to be found in the hospitality industry. No-tell motels were the rage then. “Magic Fingers” Relaxation Service was invented in 1958 by John Houghtaling. He invented what now is known as the vibrating bed. For those of you who never stayed at motel or hotel that had one, there was a coin box mounted on the bed’s headboard or bedside table that said, “For your comfort and relaxation, this bed is equipped with Magic Fingers. It quickly carries you to the land of tingling relaxation and ease.” Under that it said; “Try it, you’ll feel great”. This nifty gadget quite possibly could have been the very beginning of hospitality wellness programs. Perhaps a hot water bottle or electric blanket could have been considered “wellness” items but my research produced no

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54 ILHA

other real contenders. Magic Fingers received my quarters on many occasions and millions more from millions of travelers. What could be better than a massage, (however inadequate) after a long day on the road traveling with squealing kids and pets? “I am hungry, I am bored“, and the worst; “are we there yet”? When it was time to stop and unwind, everyone was past ready. Thank heaven. First thing was to get the kids in the pool, order some burgers and fries, take off the shoes, turn on the TV and put a quarter in the Magic Fingers and lay down to recuperate from all those tedious miles. The bed starts by making a humming buzzy sound like a locomotive on a kid’s electric train just before it is ready to take off. It would gently vibrate the bed when it was working right or it could shake you right off the bed if it was malfunctioning. Sometimes it would not work at all and the hotel would refund the quarters lost. It was certainly a great way to shake off some miles when it worked correctly. Sometime in the 70’s vandals started raiding the Magic Fingers coin boxes for the cash and eventually the gadgets succumbed to “tacky” ideas, and became prone to jokes. There are few remaining scattered here and there; perhaps along Route 66. Funny skits and songs have been written about this over the years. Jimmy Buffet sang about Magic Fingers in “This Hotel Room”. They have even been featured in movies like “Vacation” with Chevy Chase. Over a million Magic Fingers units were sold in the US and Europe. Magic Fingers was a plus. In spite of the jokes that ensued in later years it was a very good thing for quite some time. Today wellness is a dynamic process that involves making multiple conscious choices that lead to a healthier, happier, richer self and an overall better life. Wellness is not only the absence of disease or the

appearance of weakness. Transforming into one’s best self is not an easy task but feelings of wellbeing are enhanced by each improvement made. People need “work-life, balance” to enjoy life fully. Positive choices help a person become the best self they can be on every level, every day. Some types of wellness to consider are spiritual, intellectual, mental, emotional, social, occupational, financial, and of course; the most obvious is physical wellness. When vacationing, traveling for business, or for medical reasons, people are becoming more cognizant of the overall importance of “wellness”. Much media attention has been given to the subject and many businesses are already benefiting from incorporating those ideas into their marketing, public relations and human resources programs. Those who travel for medical procedures are likely to value the idea of wellness as critical when others may consider it a perk worth paying for.

It takes a lot more effort than providing awesome linens for any hotel, motel, spa, or guest house to fit the wellness bill these days. Some offer hypo-allergenic accommodations. Some are “green” using sustainable building materials. Some properties pack every amenity ever thought of into the wellness mix. Impeccable gourmet organic cuisine, fresh fruit, flowers, and numerous types of beauty and wellness services help round out the offerings. All levels of accommodations today seem to offer wellness related services; salt and steam rooms, to mud baths, and several types of massage services. Social and emotional wellness is all about knowing ourselves well enough to understand what is happening and getting along with people in a positive way in our daily life. These are separated for descriptive reasons, yet intrinsically intertwined. Maintaining positive interactive relationships with our friends, co-workers, strangers, and

The most superior and highly rated accommodations are exceptionally beautiful, brimming with luxury; every detail is polished for added sparkle. The most astute luxury hoteliers are always looking for a unique mélange of perks that appeal to guests. Every service is delivered with the white glove treatment. Many hotels provide amenities that guests expect like designer furniture, Egyptian towels and sheets with outrageous thread counts, fresh flowers and Belgian Chocolates on down pillows. That used to be all it took for hotels to impress.

ILHA 55

whoever crosses our path, is critical to feelings of wellbeing. Social interactions gone awry invoke negative emotional responses. Negativity intrudes and escalates when people are tired from traveling, having issues at work, going through a divorce, dealing with a death of someone close to them, or are preparing for a medical procedure that makes them nervous and upset. Regardless of the dilemma, coping mechanisms are sometimes difficult if not impossible to access through a veil of stress, anger, arguments, discourse, and other diversions. Effective communication can be blocked and can compromise positive relationships with family members, co-workers, friends, and strangers. Everyday encounters may test these levels of wellness to the breaking point. Spiritual wellness refers to the complimentary Yin and Yang balance achieved when people maintain Photography courtesy of Linda Lee Flading

56 ILHA

faith, practice their religion, pray, or meditate. These techniques help establish harmony and maintain a semblance of peace in those who practice it. A personâ&#x20AC;&#x2122;s moral code, value system and ethical standards need conscious attention to maintain the feelings of spiritual growth and inner peace. Immersion in nature may help facilitate a big part of that goal. The earth and our immediate surroundings contribute to the feelings of environmental wellness. Do we enjoy where we live? Is the soil rich and healthy? Our homes, businesses, the quality of the air we breathe, and the water we use. Some people take responsibility and help make the earth sustainable. Picking up trash, recycling, and stopping the use of all pesticides is a step in the right direction. The ability to positively impact our surroundings; in our homes, our communities, and our planet contributes to

environmental wellness. Sustainable green building materials that create less environmental impact are being embraced for healthier living. The workplace is all about occupational wellness. In difficult economic times people feel obligated to do more for less and still struggle to pay the bills. There can be conflict on the job. Companies implementing wellness programs hope to slow the revolving door, increase productivity and appeal to the best talent. When people are unhappy, they dislike their jobs, and that poison is transferred person to person. A bad attitude can spread like disease, plagues an entire company, and destroy its culture. People are not cognizant or motivated to do their best when faced with the daily pressure that causes stress. Work-life balance in the workplace does not only affect employees, it also costs money and time for the companies they work for, and society in general. Every

effort and improvement made to make the work experience more positive can lead to more prosperity for everyone. Intellectual wellness is about learning and opening our minds to explore creative new ideas. A person may be curious and interested or distant and uninvolved. An expanded open mind can recognize and take advantage of new opportunities, make better decisions, improve interactions with others, and contribute more to family, community, and their workplace. The pursuit of self-improvement skills presents challenges and returns personal satisfaction. Learning and growing throughout life comes to those who jump out of the box and attempt something new. Physical Wellness is the ability to maintain a healthy quality of life that allows us to get through our daily activities without being unduly fatigued or physically distressed or just plain stressed out. Our eating and exercise habits and behaviors significantly impact on our wellness. Adopting healthier habits, fine tuning work-outs, stretching, relaxing, adding a balanced diet with no-added hormones, chemicals, or genetically modified foods all contribute to optimum physical wellness. Most people know about the physical side of wellness because our focus is on this more than any other aspect. It is human nature to wait until something hurts to address it. A better idea would be to embrace the idea of wellness, and become proactive about our health rather than reactive. Financial wellness is about achieving a state of financial wellbeing. That is when an individual has reached a comfort zone and are not stressed out or particularly worried about money. There may be some emergency funds available, maybe a retirement plan, and some savings so the amount of financial stress is minimized. Financial health or personal wealth is usually a result of good planning and astute

advice. It is how we acquire money, how we save it, invest it, and how we spend it. The most progressive employers today offer sound financial advice to help their workers gain financial wellness. Luxury wellness oriented hotels, resorts, spas, moderate and economy accommodations, residential communities, progressive corporations, and medical tourism practices worldwide can easily enhance the overall “wellness” experience by adding an affordable asset. The Aquafrixio® trackless hydro massage system is innovative, unique, easy to set-up, maintain, and operate. It offers sustainable full body hydro massage on demand and has broad appeal; even to those who dislike “hands-on” massage. It is a cost-effective wellness boost to any business mix. There are numerous benefits gained by offering hydro massage as an affordable “perk or pay” asset for guests, employees, or patients. Guests on business or vacation love being pampered for their travel dollar, employees enjoy perks every now and then that may help keep them engaged and on the payroll and medical patients can relax before or after a procedure. The system is equipped with technologically advanced software for easy user operation. There are several pre-programmed massage zones and it’s easily programmable by the user for custom body work. Need shoulders, legs, glutes, or ab work? With the touch of a finger, powerful heated and pressurized water jets are selected and delivered to areas of the body that need it most. Logos, advertising, and messages may be added to the touch screen. The system is low maintenance because there are no moving parts that tend to break down and may be user operated without supervision. It fits in 21 sq. ft. of space and there is no need for privacy because people remain fully

clothed and never get wet. Aquafrixio® hydro massage system may be leased or purchased directly from the manufacturer. Check out the advantages of owning or leasing at least one to lift your business even higher into the profitable and beneficial world of wellness. It is an affordable asset for one or multiple locations. Today’s wellness equipment is a lot more advanced than the original “Magic Fingers”. Aquafrixio® adds a desirable spa-like dimension to any facility. It is advanced hydro massage redressed in high technology and Euro Style design. Those who use it may experience a positive psychological shift in their environment and are inclined to go away with a heightened sense of wellbeing. Businesses that pay the most attention to the wellbeing of guests, employees, and patients will likely experience the most financial wellness. A few minutes of hydro massage is relaxing, enjoyable and pampers the body as well as the spirit. That said, any and all services delivered with a broad warm smile and the best of intentions can bring up the bottom line.

About the author Linda Lee Flading is a senior business writer and marketer with extensive B2B, multi-channel, and public relations experience. Before joining ProSun International, LLC, she operated a fullservice B2B marketing and PR agency for 33 years. Her efforts included launching startups and IPO’s, growing dealer networks and franchises, lead generation, trade shows, online training programs, Web content, SEO. Linda is Director of Branding and Messaging; ProSun International, LLC; Manufacturer of Tanning, Beauty & Wellness Equipment. Office: 800-874-2776 x 225 mobile: 727-577-1222 lflading@ProSun. com www.ProSun.com

ILHA 57

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Love and The New Age of Service By Steven Ferry

Much attention has been placed by training departments of luxury hotels and resorts on bringing new hires up to the required standard of superior service. This is no small challenge in some areas, given the lack of familiarity of the new hires with highend lifestyles, the expectations of those who live them, and the general state of education and society in general. This article delves a bit deeper into one fundamental in such service: staffs who really are full of joy and passion for their work, which is partly a matter of motivation and partly a matter of EQ skills.

60 ILHA

We have always taught that there are four levels of motivation: money motivation and then personal gain at the lower end, neither of which are acceptable because these people are just interested in me-me-me, “What is in it for me?” whenever they are asked to do anything—while the interests and needs of team mates and guests are inexplicably nowhere to be found on the radar. These kinds of individuals need to be weeded out during the hiring process, because they drag down the morale of the good staff if allowed to join the team. Above these two bottom feeders of motivation lie personal conviction— being passionate about the work

and doing it for the love of it— and above that, duty: being passionate, for sure, but beyond that, willing to make sacrifices for the sake of the guest or teammates because they are counting on the person to deliver, come rain or snow. But above these four levels could be said to be a level of service motivation that is World Class— resulting in moments so memorable that they become legendary. Take a recent example at Per Aquum’s Niyama resort in the Maldives. One of the new hires realized during training how many opportunities he had to create

special moments for his guests, and the importance of doing so. Soon after, he serviced one family so well that they wanted to show their appreciation. The butler declined a tip, so the guests had him take them in a speedboat to his local island, where they donated just under US$250,000 to the school and hospital, and pledged a further million for 2015. It is easy to train those who are passionate about service: all one has to do is show them the path to follow. This is not simply a matter of teaching mechanical actions and procedures, however, but expanding their understanding of their spiritual nature and how to interact with guests, and colleagues, from this perspective. One might say teaching them to love their guests (and colleagues), because this fundamental of fundamentals is perforce the next advance in luxury hospitality standards. Spiritual nature in our hard-boiled, mechanistic world? Love? Sounds like some airy fairy, LOL piece of new-age hippiness. But hospitality is all about being hospitable, not hard-nosed, programmed robots. The difference between being alive and being mechanistic is the element of life that is in each of us: ourselves. Anyone who has seen a dead body knows that there is something missing. What is it? The individual himself, the spirit, the life force, élan vital, whatever we call it; the person himself—that which animates and motivates, emanates emotions and communications…all things that humans do, and robots or robot-bynature individuals cannot or do not.

The individual being is our main resource, because it is the individual who displays intelligence and passion in dealing with guests and colleagues. In such interactions, either they can smile because it is required in company policy, or because they really feel there is something to smile about—and continue to do so come rain or shine. And there is the rub. So how does one bring about such a mindset shift, a deep-seated happiness that radiates out and touches those around? While training butlers on a large project in the Bahamas recently, one student lent the author a dogeared and well-used book entitled The Secret by Rhonda Byrne for the simple reason that the classes he was attending paralleled the book, which considers as a given, and reinforces, the spiritual side of living life. People in the luxury hospitality industry as a whole are among the more able and upbeat individuals in society, and it seems many of them have gravitated towards this book in an effort to improve their performance at work and in life in general. Ms. Byrne has accomplished an incredible feat in identifying the understandings and abilities of those through the centuries who have lived charmed and successful lives; and in doing so, helped reinforce the spiritual dynamic of life at a time when the proponents of materialism loudly proclaim that life is a collection of chemicals, might is right, and Machiavellian or amoral role models permeate every sphere, public and private. The book contains much truth, but also, unfortunately,

sufficient curveballs to present a problem for anyone trying to apply the information as written. How come so few people can re-assert themselves into a winning frame of mind and have life follow suit? How come those who have this skill are also liable to lose it over time, to start to feel negative emotions or hostile feelings, not be able all the time to radiate happiness and joy? Unfortunately, the word limit for this article precludes pointing out the strengths and the weaknesses of The Secret, but there is one fundamental barrier to applying this wisdom of the ages: we cannot continue to assert greater ability without finding the cause for having lost it in the first place. Just as we can lift ourselves up by our bootstraps in an emergency and rise above our limitations, so too, inevitably, will those same limitations suck us back down again when the emergency is over, no matter how much we may repudiate these limitations by “royal decree.” What to do? That’ll have to be the subject of the next article if sufficient interest is expressed.

About the author Professor Steven Ferry trains butlers and other employees in luxury hotels, resorts, private villas, and other service venues. He is a Founding Member of IHLA, chairman of the International Institute of Modern Butlers (www.modernbutlers. com) and author of the best-selling industry text, Hotel Butlers, The Great Service Differentiators. (stevenferry@ modernbutlers.com)

ILHA 61

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some of the worldâ&#x20AC;&#x2122;s premier hotel brands. Various services included purchase order (PO) management, electronic data exchange, international transportation of FF&E and OS&E from suppliers, warehouse consolidation, inside placement and offsite removal of packing debris.

“When we begin a project, we work hand-in-hand with the client to identify needs and the best transportation and warehousing solutions to fit those needs,” said Mike Griffin, director of business development for UniGroup Logistics. “We also ask clients about potential challenges they foresee as well as their expectations from us. This helps both parties be on the same page from the beginning and lays a solid foundation for a successful project.” UniGroup Logistics recently managed a three-year, thirteen-phase restoration of a five-star hotel. The following were among the challenges successfully addressed during the project: •

Scheduling the transportation, warehousing and installation services for a phased installation that included three different color schemes and varying floor plans for non-standard room sizes

•

Coordinating amongst client representatives, suppliers and service providers as all were located in multiple countries and time zones

•

Verifying goods were available on time through a joint PO management process where suppliers and UniGroup Logistics received copies of the PO at the same time for complete visibility

•

Confirming customs documentation (commercial invoice, certificate of origin, shipper’s export declaration, etc.) was prepared and accurate for the goods

•

Monitoring the complex textile delivery process, which required fabrics to be imported and exported multiple times using a variety of suppliers in different

countries •

Utilizing U.S. duty drawback programs for textiles that may be temporarily imported, thus potentially saving thousands for clients

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Maintaining a secure and respectful environment that did not disturb guests in other parts of the hotel during the restoration

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Working around other service providers and parties such as the general contractor, drapery and carpet installers and hotel staff

With its vast global network of providers, UniGroup Logistics arranged for the proper mode of transportation for materials from origin to destination. The team also managed the purchase order data by reviewing each document received through a secure online interface to verify product availability, shipping information and document requirements were fulfilled. UniGroup Logistics also provided the client with daily updates about milestones such as when items were ready to ship, in transit, at a warehouse or at the site, etc. In regards to warehouse management, the team maintained detailed inventory of products (including designer specification

numbers) to help make the phased installation process smoother. The client has hired UniGroup Logistics to manage additional remodeling projects and development of new hotels. Numerous international hotel and resort clients have chosen UniGroup Logistics as their logistics provider because of its ability to provide a single-source solution for managing transportation, warehousing and installation services for luxury hotel restoration and new property development. The power of the UniGroup network seamlessly combines freight forwarding services such as air transportation, ocean transportation and customs clearance with origin and destination services. The team can provide PO management with detailed tracking and updates of each purchase order line item and has expertise in dealing with international standards of business, which plays an important role in keeping projects on track and on budget. UniGroup Logistics applies its expertise, asset-based network and vast resources to support clients’ unique requirements utilizing two trusted names in the transportation industry—United Van Lines and Mayflower Transit. Ask us how to put the UniGroup network to work for you.

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Welcome to kRyolIFe, the first and only whole body cryotherapy center in New York. KryoLife offers state of the art technology and medically approved in the European Union devices for cryotherapy and whole body cryotherapy. During this hyper-cooling , non- invasive treatment, the body is exposed to -256* F air for up to 3 minutes, giving immediate rise to the following benefits: inflammation reduction and pain relief, injury recovery, lymphatic system and blood flow stimulation, blood oxygenation, alleviation of depression, anxiety, insomnia, reduction of cellulite and wrinkles, a boosted metabolism and testosterone levels. This is a unique, rejuvenating at cellular level experience endorsed by well-known doctors as a potent anti-inflammatory modality and widely used by pro athletes and celebrities for recovery and beauty purposes

OFFiCiAL iLHA CRYOTHERAPY PARTNER

Official ILHA Landscaping Partner

lIvInG In the lap oF luxuRy; How Todayâ&#x20AC;&#x2122;s Top Luxury Properties are Accommodating Their Four-Legged Guests! By Annette Mendoza

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Walking into the ornate lobby of Copley Plaza Fairmont, in Boston MA is a spectacular experience. In the center sit Catie and Carly Copley, the hotel’s resident Canine Ambassadors. Their responsibilities include greeting guests and offering canine companionship. That’s right Catie and Carley are dogs. They live in the hotel lobby and are available to guests who might want to take either of them for a walk, a run and act as community liaisons by representing the hotel in area charitable events. “The lobby is a big, grand and beautiful space, and when Catie and Carly greet

you it makes you feel much more at home” stated Suzanne Wenz, Regional Director of Public Relations for the Fairmont Copley Plaza. Luxury properties are now welcoming a new, non-traditional guest – the family pet. Many Americans are looking at their four-legged-friends as actual family members and this means bringing the pooch on vacation as well! Luxury properties such as the Fairmont and Kimpton Hotels have opened their doors – and their hotel rooms – to these furry family members. By changing their policies and adapting the changing desires of

their clientele, these five star properties are making their guests feel welcome while improving their customer service. “Now, more than ever, pets are part of the family and when possible we see that people like to travel with their pets. From our littlest guests to our business travelers, Caite and Carly make people feel at home… it’s a pretty good deal for a dog.” said Wenz This new breed of traveler wants to pamper both themselves and their pets especially while traveling. K9 Carry All is a company based out of Washington State that caters specifically to the traveling luxury pet owner. Owner and avid traveler DeAnna McKillip founded the company in 2008 when her husband had been deployed to Iraq. She found her loneliness was soothed by her pet Kona, who was the inspiration for her to start her company. Ever since then, McKillip and Kona have been inseparable. “Kona and I travel quite a bit. It is wonderful to have a pet friendly hotel and those that go that extra step are always the first ones we stay in,” said McKillip. K9 Carry All offers custom dog leashes, collars, and even specialty dog strollers to make traveling with a pet easy. Many properties have started to order the unique “hands free” leash that can only be purchased through K9 Carry All. “Our branded products are a unique way for the Hotel Industry to promote themselves.” shared McKillip. These specialty leashes and collars actually display the hotel logos, so that no guest will ever forget which hotel their jetsetting-pet stayed at! Mckillip referred to the “hands free leashes” as an “outside of the box marketing tool”. McKillip also shared, “they are a great in gift shops! Pet parents love to bring home a gift to their four legged kids.” For additional information on K9 Carry All Visit their website at: www.k9carryall. com/k9/

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PinnaCle

LUXURY HOSPITALITY SUMMIT WHEN September 25 – 27 2016

WHERE WASHINGTON D.C., USA GAYLORD NATIONAL RESORT & CONVENTION CENTER