Special RepoRt
amazing general managers try to meet every single guest on arrival and on departure . That is a rare occurrence today . But my father says , ‘ I don ’ t care about reports . I want them out in front of the hotel meeting and greeting the guests .’”
Vicki says the brand ’ s DNA surrounds generous hospitality , personal service , and ensuring that every guest and team member matters . “ Our teams are autonomous . If someone wants to do something special , we have something called TNTs , tiny noticeable touches ,” Vicki adds . “ It ’ s really important that our staff know that we will support them in the choices they make to make our guests happy .”
William Tomicki , editor and publisher of Entrée Travel Newsletter and a friend of the Tollman family who has consulted on hotel marketing projects , says , “ I have met many , many hoteliers . All talk about hospitality , personal service and attention to detail . But none can compare with Mrs . Tollman — she is the gold standard for excellence . She truly understands these concepts and delivers on them .”
Tomicki adds that one of Tollman ’ s great qualities is how she cares about and inspires her staff . “ She emphasizes unsurpassed training and total teamwork . She teaches by example each and every one of her team to try and understand the ever-evolving needs of her Red Carnation guests and empowers them to treat all with utmost respect .
“ Mrs . Tollman has marvelous people skills . She is a total diplomat , always upbeat and perpetually enthusiastic … This is a most gracious woman whose relentless pursuit of perfection is apparent from the moment a guest steps into the embrace of a Red Carnation hotel .”
Tollman is known for her presents to staff and guests . She hand-picks little gifts delivered at turndown , and they are not a mint on the pillow . Samples of many of her signature dishes like chicken noodle soup are also offered upon check-in . She holds an annual , week-long Staff Appreciation Party to award about 1,000 exceptional employees in various categories . And she hand-picks Christmas gifts for every Red Carnation employee — about 4,000 presents each year .
The couple ’ s generosity was on display when they acquired Ashford Castle . The staff hadn ’ t been paid in quite a while due to hardship of the previous owner , and most hadn ’ t had a raise in 10 years . Each received monetary and personal gifts , according to Tollman . “ We simply wanted to show our appreciation and the loyalty and the love ,” she says . “ Now they just do anything to make our guests happy and to show how much they appreciate what we do .”
She adds that respect is a very important part of life . “ You have to respect the people who work with you ,” she says . “ I treat everybody with respect , no matter who they are or what they are , because everybody has to earn a living .”
Driven by passions Respect has also been the key to the
The Chesterfield hotel in London
Tollmans working together so well for so many years . They like a lot of the same things like food , art and design , and they discuss everything together – all the time . “ They ’ ve never changed , no matter what ,” Vicki says . “ They ’ re just constantly the same and so dignified and noble in the way they are to everybody around them . And they ’ ve lived this amazing life .”
Tollman suggests they keep their passion for the business alive because they were born with it and taught the importance of keeping high standards . “ If you let that slip , you lose your passion … And it ’ s hard sometimes . You just get a bit fed up for one reason or another . But I think it ’ s the passion that keeps us on our toes .”
Among her passions are her dogs , who also keep her company as she still works long hours .
“ I ’ m always working . I ’ m always in my office ,” Tollman says . “ I read every report every day and answer every guest comment . So , I can ’ t get out of my office … It ’ s in my blood because it ’ s so important when you want to make high standards in a business . You ’ ve got to watch everything and that ’ s a lot to watch .”
32 hotelsmag . com November / December 2020