SPECIAL REPORT
Façade of the Peninsula Chicago
“ It was such an important time in my life ,” Zec recalls . “ The Palace was more about experiences , more about the guest … We did a phenomenal renovation at that time , and it was enriching to be a part of that . I felt very fortunate .”
TOUGH BUT FAIR The Peninsula Chicago opened just as the September 11 tragedy hit New York City . Shortly thereafter , Zec was given the opportunity to take the new , 339-room luxury hotel to the next level and learn about the Peninsula Group ’ s philosophy about how guests and staff members need to be equally valued .
“ I learned a lot about how important it is to treat people with respect and develop those relationships ,” she says . “ You can ’ t just develop relationships with your managers ; you have to develop your relationships with everybody – from the person who cleans your office to the stewards . That is what ’ s really important and maybe for me humbling .”
Yes , humble is certainly among Zec ’ s traits , but she is also known as being rather tough , an attribute she embraces because she is also fair and consistent in her approach . “ Anybody will tell you that I ’ m tough , tough , tough – but fair . But people want to come to Chicago because they know that they ’ re going to learn as I ’ m also more of a collaborative leader ,” Zec explained . “ I like to get buy-in and bring people into the fold to be part of the conversation and decision-making process .”
Her teaching and communication skills are not only shared with her management teams as ever since Zec took over at the New York Palace , and still today , she conducts weekly roundtables , taking 10 people from any department to listen and find out what ’ s truly happening . Everything said is communicated but never attributed . For example , she might learn about a small issue and realize there is an easy fix . “ It ’ s very important to show that I ’ m following through on what they ’ ve asked . If I say I ’ m going to do it , I make sure that I get it done . It serves to break down all the barriers and can take care of things .”
In fact , taking care of business and tending to all the details clearly defines Zec ’ s approach . She ’ s a fanatic about cleanliness and grooming is very important , as well . “ At every employee orientation I say ‘ error in favor of the guest . If you ’ re not sure what to do , take care of the guest and we will sort out the details afterward .’”
For Zec , delighting guests is always top of mind and she has a particular penchant for surprising children and older guests , utilizing a great purchasing department
76 hotelsmag . com Nov / Dec 2022