everything is more easygoing , but this is not south beach . We
have a pretty Conservative approaCh here .
Global Update : Profile
Conservatism rules here
Colorful Collaboration
Starwood Hotels & Resorts in October opened Le Méridien Paro , Riverfront , the brand ’ s second hotel in the Kingdom of Bhutan . In conjunction with the opening , American photographer Gray Malin unveiled his newest series , “ Bhutan , Land of Happiness ,” which contributes to Le Méridien ’ s “ Follow Me ” global art collaboration bringing video and still photography shot by Malin on all seven continents into Le Méridien lobby hubs . Here , Malin juxtaposes the iconic landscape and traditional architecture of Bhutan with his modern interpretation of joy and happiness – vibrant bright-colored balloons that pour from the doors of the 59-room hotel situated on the edge of the Chu River , offering panoramic views of the Eastern Himalayas .
Not everyone is concerned about marketing to millennials , and consider Bernard Lackner one of them . The CEO of Fisher Island Club just off Miami Beach is more old school with his simple message to create a “ wow effect ” for guests of the newly refurbished 16-room resort ( trimmed from 38 ) and club with 650 members . And the method works as Lackner says business is great ( US $ 1,100 average rate ) at the complex , which after a US $ 60 million renovation is now home to all four Grand Slam tennis surfaces .
For three years now Lackner has been walking his dogs each morning on the beach before heading into the office as opposed to the streets of New York City , where he last worked as GM of the Plaza Athenee for some 25 years . “ The dynamic has not changed – make sure people have a pleasurable experience that lasts ,” Lackner states with an assured tone . “ Guests come first , everything is done with smiles and attention to detail , and we practice proactive thinking and anticipating guest needs . Yes , technology now plays a role to an extent in day-today dynamics , but in the one-to-one relationship not much has changed . It has been my philosophy for a long time and it has paid off to a large extent .” The other piece of the success equation , Lackner says , is constant training , and he has a team committed to just that . “ If anything has changed , we have a lighter approach to our interactions with guests , who no longer
everything is more easygoing , but this is not south beach . We
have a pretty Conservative approaCh here .
— Bernard Lackner
wear suits and ties .” Lackner says simply achieving the highest levels of membership satisfaction is what gets him going each morning . “ Failure is not an option , and that somewhat applies to me ,” he says , adding that speaking four languages and communicating with guests in their mother tongue helps develop a sense of trust . “ If you are able to present yourself as an effective communicator able to anticipate needs , be a good listener and make the right decisions , that is very meaningful .”
18 HOTELS December 2015 www . hotelsmag . com