THE MAGAZINE OF THE WORLDWIDE HOTEL INDUSTRY
EDITORIAL Jeff Weinstein , Editor In Chief 1.312.274.2226 E-mail : jweinstein @ hotelsmag . com
Ann Bagel Storck , Managing Editor 1.312.274.2209 E-mail : astorck @ hotelsmag . com
Nathan Greenhalgh , Associate Editor 1.312.274.2229 E-mail : ngreenhalgh @ hotelsmag . com
Dani Friedland , New Media Editor 1.312.274.2223 E-mail : dfriedland @ mtgmediagroup . com
Queenie Burns , Vice President , Design 1.312.274.2216 E-mail : qburns @ mtgmediagroup . com
Bert Ganzon , Senior Art Director 1.312.274.2227 E-mail : bganzon @ mtgmediagroup . com
Steve Vanden Heuvel , Senior Art Director 1.312.274.2218 E-mail : svandenheuvel @ mtgmediagroup . com
Bill McDowell , Vice President , Editorial Director 1.312.274.2201 bmcdowell @ mtgmediagroup . com
CONTRIBUTING EDITORS Mary Gostelow , Adam Kirby
PUBLISHING Dan Hogan , Vice President , Publisher 1.312.274.2221 dhogan @ hotelsmag . com
INTERNATIONAL ADVISORY BOARD
Nakul Anand Executive Director , ITC Hotels Ltd ., Gurgaon , India
Stephen Bartolin Chairman and CEO , The Broadmoor , Colorado Springs , Colorado
Eric Danziger President and CEO , Wyndham Hotel Group , Parsippany , New Jersey
Geoffrey Gelardi Managing Director , The Lanesborough , London
Laurence Geller President and CEO , Strategic Hotels & Resorts , Chicago
Kirk Kinsell President , the Americas , IHG , Atlanta
Alex Kyriakidis President and managing director , Middle East and Africa , Marriott International , Dubai
Christopher Nassetta President and CEO , Hilton Worldwide , McLean , Virginia
Monika Nerger Chief Information Officer , Mandarin Oriental Hotel Group , Atlanta
Paul Sistare President and CEO , Atlantica Hotels International , São Paulo
Kathleen Taylor President and CEO , Four Seasons Hotels and Resorts , Toronto
Susan Terry Vice President Culinary Operations , Hyatt Hotels North American Operations , Chicago
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LEARN
T the art
Two finer , genteel and gracious gentlemen I have never met in Rafael and Hewitt . During the interviews for this month ’ s cover story , they waxed especially poetic about their days in operations , which , as it turns out , hold many of their favorite moments from their careers . While they have both long ago moved into executive suites , when they reminisce they can ’ t help but harken back to the days they spent in the front of the house .
Hewitt smiled when he thought about his days as a hotel GM , working the lobby and the restaurant , taking care of the guests and enjoying all the parties and events that came with the territory . You can tell those were among his favorite days in the business . He still subtly beams with pride when he references being named Sheraton ’ s GM of the Year so many years ago .
During my interviews with Rafael he continually referenced the “ Art of Hospitality ” service mantra he crafted and taught to his many great pupils that included the likes of Raymond Bickson , Alberto del Hoyo , Patricia Tam and Natalie Rusconi — all of whom have won HOTELS ’ award , by the way . Obviously , Rafael ’ s recognition was overdue .
Call it “ old school ,” but sometimes what is old becomes new again , and
form
his diary is for the young hoteliers of the world . Take note of this year ’ s Hotelier of the World honorees . Georg Rafael started as a bellman and elevator operator in Germany at 16 . Tom Hewitt took a desk job at a Sheraton to work his way through college . As it fortuitously turned out for both young men , they recognized they had found their calling . More importantly , they understood the importance of first earning their education , and then being smart enough to make their breaks , develop their own entrepreneurial style and persevere , as neither expected to earn their glory overnight . Those are the important , not-to-be-forgotten lessons from these two great hoteliers .
personally I would never consider Hewitt ’ s or Rafael ’ s approach to their careers to be anything but spot-on . In fact , go to any industry event where there are panel discussions about operations , and the conversations eventually revert to service excellence , which is too often forgotten or given lip service . The reality is that it is so hard to achieve and so elusive for too many hoteliers to truly understand , especially when they must continually stare down the daily pressure of delivering a great bottom line .
No , it is not easy to be recognized by your peers as a graceful , stylish and successful hotelier . But I hope the next generation of hoteliers reads the stories about the careers of these two great hoteliers . To better understand their grace , humility and business philosophies , go to HOTELS ’ digital edition and watch the videos we have embedded into the cover story , as during the cover photo shoot Hewitt and Rafael sat side-by-side talking about their defining moments and lessons learned .
Then stop and reflect about how you approach your hotel careers and set your priorities . Understand and accept that great opportunities only come after uncompromising effort and diligent perseverance . Maybe then you will understand the true art of hospitality .
Editor In Chief www . hotelsmag . com November 2012 HOTELS 5