EDITOR ’ S DIARY
PASSION FOR HOSPITALITY
With ADMIRATION
If you let hotelkeeping into your life , it is not easy to let it go . Just ask HOTELS 2020 Hotelier of the World award winners , Beatrice Tollman of London ’ s Red Carnation Hotels Collection , and Danilo Zucchetti , managing director of Villa d ’ Este Hotels on the shores of Lake Como in Cernobbio , Italy .
Neither Tollman nor Zucchetti initially envisioned hotel careers . But once they were exposed to the business during their formative years , they ended up as lifers , intoxicated most by the rewards of delivering exceptional service . Now they can ’ t break away , and I urge you to find inspiration in their profiles starting on p24 .
Editor In Chief
Even Bea Tollman , who could easily be relaxing and enjoying the spoils of her years of devotion to the family business , still has to be pulled away from her desk as she can ’ t seem to stop herself from personally responding to guest requests and comments . Zucchetti , who his peers say has the capacity to do the right things in the right moment , with the right attitude and with the right people , lives a philosophy that dictates , “ always evolve , never change .” Yes , our winners seem to have a lot in common , and I can ’ t help but appreciate their approaches .
Tollman and Zucchetti could also be described as old school or classic in their care for guests and approaches to service , and to me that is not a knock in a world increasingly filled with gimmicks and promotions , as well as more and more technology . As we all live through the pandemic , a little old school warmth , care and empathy is just what the hotel doctor ordered . In fact , our 2020 winners seem to have an innate sense that only comes with experience to best understand what will work today . Both told us they prefer to focus on showing mutual respect and sensitivity to their teams , while providing appreciated , intuitive and simple touches with fewer gimmicks to their hotel guests .
Care , empathy and warmth are not hidden by masks if delivered properly , and personal attention right now will go a lot further than an app . Your next generation of guests are just too young to know it . To hoteliers young and old , I suggest you trust your instincts on how to care for guests during these most trying moments . Evolution is needed , no doubt , but care will go the furthest .
This marks my 26th year presenting the Hotelier of the World awards — yes , it is now in my blood , too , and it always serves to inspire me as well as reinforce what makes the hotel industry so special . The dedication of hoteliers like Bea Tollman and Danilo Zucchetti should serve as inspirations for you , too .
EDITORIAL Jeff Weinstein , Editor In Chief 1.312.274.2226 jweinstein @ hotelsmag . com Barbara Bohn , Managing Editor 1.312.274.2209 bbohn @ hotelsmag . com Bert Ganzon , Senior Art Director 1.312.274.2227 bganzon @ mtgmediagroup . com Steve Vanden Heuvel , Vice President / Creative Director 1.312.274.2218 svandenheuvel @ mtgmediagroup . com Brittney Hackbart , Associate Art Director 1.312.274.2216 bhackbart @ mtgmediagroup . com Carolina Martinez , Freelance Design cmartinez @ mtgmediagroup . com Bill McDowell , Vice President , Editorial Director 1.312.274.2201 bmcdowell @ mtgmediagroup . com
CONTRIBUTING EDITORS Judith Crown , Megan Rowe , Juliana Shallcross , Erin Sund
PUBLISHING David Wood , Publisher 1.312.274.2225 dwood @ hotelsmag . com Bill Kinross , Vice President , Group Publisher 312 / 274-2214 bkinross @ meatingplace . com
INTERNATIONAL ADVISORY BOARD Nakul Anand Executive Director , ITC Ltd ., Gurgaon , India Stephen Bartolin President , Broadmoor Sea Island Co ., Colorado Springs , Colorado 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 Susan Terry Vice president of culinary and food and beverage operations , Marcus Hotels & Resorts , Milwaukee , Wisconsin
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6 hotelsmag . com November / December 2020