Experiential travel is
a trend that seems set
to stay for a while and
travelers are looking
for storytelling
moments. Can you share
a story that has special
significance for you?
Luxury Hospitality by definition (and
cost) caters to a guest/customer
that has specific needs and wants.
Distinct and specific from the
standpoint that the guest has no
doubt paid a premium to experience
“Luxury.” The challenge comes in
the subjective definition of Luxury
and how it pertains to your particular
guest and property.
In reflection, the foundation of
assisting a guest in creating
the experiences and moments
revolve almost entirely
on the Customer Service
Experience.
We had a new build eighty
room luxury boutique hotel
open in Brooklyn, New
York shortly before the
“Superstorm Sandy” hit.
We were still in our “soft-
opening” phase when the
storm affected New York
and brought mass devastation.
Everything that could go wrong in
the mechanical operations of a Hotel
went wrong. However, we recognized
that the level of “Luxury Customer
Service” that we provided was going
to be the factor in coming through
the event unscathed. Having opened
the property as the first 4-Star
Independent Luxury Boutique in
Brooklyn with a Trip Advisor ranking
of #2, we continued to be in the top
five for the first year of our operation
of the property regardless of the
property’s physical challenges as a
result of the storm.
What attracted you to
the hotel industry? Can
you tell us a little about
your journey?
I started as a young person delivering
newspapers to the Hotel. The owner
of the property took note of me and
offered me a job cleaning the change.
Yep...I was a coin washer. You see
back then there were not many
credit cards in circulation, and the
majority of hotel stays paid by cash
or check. The owner felt that when a
lady or gentleman was given change,
it should be free of all grime so as
not to sully their hands or on some
instances gloves.
With a respite working in
entertainment and dovetailing that
work with hospitality contributed to
“Do the little things that other
people don’t think are necessary.”
“Pay little attention to judgment but
reflect on yourself honestly...be fair
and be true.”
“The best Bulls**t is truth.”
“Ride the horse in the direction it’s
going.”
How did you transition
into the film industry?
Film was the first love for me. It
wasn’t so much a transition as it was
in melding the two disciplines.
Challenge: Luxury was (is)
synonymous with cost. Where is that
marketplace?
Answer: I was fortunate enough to
represent properties that
were near the entertainment
communities. Entertainment
customers equaled high
income and high net worth
& were accustomed to high
service standards & luxury
accouterments.
What do you think
hoteliers can expect
in the next few
years?
my career spanning 40+ years.
Were you given any
words of wisdom that
you still carry with you
today?
I have had the good fortune to have
mentors that any one person would
be fortunate to have one of them in
their corner. Saul Zaentz, Warner
Erhard, Bob Burns, Shah Karim
al-Hussaini Aga Kahn IV and the
illustrious Robert Evans. Of all these
it was my Mother & Father that gave
me the “nuggets” that continue to
inspire:
We have a new traveler...the
Millennial. They already make up over
one-third of the world’s hotel guests,
with predictions that they will reach
over 50 per cent by 2020.
Main attributes like design,
experience, mobile technology, and
perceived value are essential for
attracting the millennial traveler.
Never has there been a demographic
that is more connected, digitally
savvy and demanding, and wanting
contemporary design, high-quality
amenities, smart technology and
locally inspired ambiance, all wrapped
into a single hotel experience.
ILHA 21