Employee Appreciation Week

To anyone that works in the hotel business, it comes as no surprise that the unsung heroes are those staff members that toil behind the scenes, and often out of the spotlight.  This includes the housekeepers, engineers, laundry attendants, valet staff, and food & beverage team.  Many of the tasks performed by these teams go unnoticed, but are essential to hotel operations.  Each of these departments affect guest experience and satisfaction, while an average guest may only physically interact with 1 or 2 of these team members during their stay. 

The Residence Inn Beverly Hills takes time each year to fully recognize the effort and hard work put forth by these team members.  Last week, associates were surprised with breakfast, lunch, massages, a candy buffet, and ice cream.  Not to mention special awards to our employees of the month!  Our team of managers is charged every day with recognizing and showing appreciation to our staff behind the scenes, but Employee Appreciation Week allows us to bring that gratitude to the forefront and reward our team members for their hard work.

I’ve worked at many hotels over the years in various management roles, and I can speak from experience that these aforementioned departments truly make a hotel what it is.  My sincerest thank you to the staff at the Residence Inn Beverly Hills for your tireless efforts in making our hotel a restful destination for our guests.  Keep up the great work!

Until next time,

Michael D'Amodio

Travel Channel's Hotel Impossible

The Travel Channel recently debuted a new show entitled Hotel Impossible, featuring a seasoned hotel insider that helps specific hotels turn around a sagging business.  Host Anthony Melchiorri has been in the business for over 20 years, and has helped turn around many struggling hotels, including New York City’s famed Algonquin Hotel.  The show offers great insight into the multitude of responsibilities and tasks faced by hoteliers, including business management, customer service, guest experience, safety, and overall presentation.

“You never get a second chance to make a first impression” may be an overused cliché, but its significance cannot be overlooked.  Hotel Impossible stresses this concept; we also take this very seriously at the Residence Inn Beverly Hills.  A sparkling lobby, a smile from the staff, and a warm welcome at the front desk help to immediately set the tone and make our guests feel comfortable.

With the increasing presence of social media and transparency in today’s online world, our “first impression” comes much sooner than arriving on property. Hotels must take great strides in managing their websites and online presence, including review sites like Tripadvisor.  A potential customer that has a negative online experience may never make it to the hotel, and then a customer is lost before ever arriving on property.

If you’re interested in a behind-the-scenes look at how a hotel is run, take a look at Hotel Impossible.  Mr. Melchiorri is doing a great job of educating travelers while helping distressed hotel owners turn around their business.

Until next time,

Hello All,

I came across this article I wanted to share.  Now, we don’t have these type of guests at the Residence Inn Beverly Hills, but I remember them from some of the other hotels I worked at over the years.

How NOT to Behave at a Hotel

Enjoy,
Michael D'Amodio

Hospitality Tips from a US Army General!

Last week I had the pleasure of representing the Residence Inn Beverly Hills at Interstate Hotels and Resort’s Leadership Conference in Washington, DC. As I made the cross-country trip to the east coast, I was eagerly awaiting the opportunity to see and visit with many old colleagues and friends that I have made since I started with IHR in 1985 at the Pittsburgh Green Tree Marriott. Of course, the reuniting with my friends and co-workers was fun as we relived old times and retold many hotel stories. However, the highlight for me of the three day conference, with many speakers and break out sessions, was unexpected.

I had heard prior to my arrival that retired General Colin Powell was going to be our keynote speaker. As a political junkie, I was very much looking forward to hearing him speak about his time as National Security Advisor, Chairman of the Joint Chiefs of Staff, and Secretary of State. I was expecting to be entertained. However, I really was inspired.

After starting off with his very funny top ten hotel pet peeves that went over very well with over 1,300 hotel managers in the room, I began to sense a common theme as he went through both his personal life and professional life. It became apparent that the two things that General Powell did throughout his life when interacting with others at every level, was to listen to what is being said and then compromise at a solution when there are different opinions. General Powell did this throughout his life and it is apparent that this is what made him a great leader as a General and Secretary of State and a wonderful, loving husband, father and grandfather.

He clearly pointed out, without taking political sides, that if our current federal and state politicians really listened to one another and then compromised when they differed, how much more would get done AND how much of a better leader they would be! Sounds easy, right? And it really is easy if you listened to the General click off the times he had to sit face-to-face with a world leader or his wife and listen carefully and compromise to move forward towards the goal.

This was inspiring to me and relevant to us all, I thought. Many times, we get stuck in our ways, shut down from listening, and never want to compromise. It reminded me to keep an open mind and make sure those who work with and for me do the same. Our differences are never as great as we think they are and we constantly have to move forward towards the ultimate goal of whatever it is we are striving for. 

A valuable lesson that we all need to be reminded of, whether you are dealing with a US General, a spouse, neighbor, employee or friend.

Be Well,

Michael D’Amodio

Are You In Love this Valentine’s Day?

As we approach Valentine’s Day next week, we all are being reminded by the shelves full of chocolates in red heart shaped boxes in every retail store, the ads for flowers and the Valentine’s Day packages available at hotels, spas and restaurants. We decided at this hotel to do a Valentine’s Day ard and chocolates for all or our guests staying with us on that day. Which made me think, how did this holiday evolve in America and I found this interesting tidbit on History.com:

“Americans probably began exchanging hand-made valentines in the early 1700s. In the 1840s, Esther A. Howland began selling the first mass-produced valentines in America. Howland, known as the “Mother of the Valentine,” made elaborate creations with real lace, ribbons and colorful pictures known as "scrap." Today, according to the Greeting Card Association, an estimated 1 billion Valentine’s Day cards are sent each year, making Valentine's Day the second largest card-sending holiday of the year. (An estimated 2.6 billion cards are sent for Christmas.) Women purchase approximately 85 percent of all valentines.”

So make sure you show some love to that special someone next week. Based on the above statistic, most likely the ladies are already planning to, but the men have some catching up to do!  Happy Valentines to all!!

Be Well,

Michael D’Amodio

It’s Winter in Beverly Hills! A Perfect Time to Visit

Each January, as soon as everyone is over their New Year’s Eve hangover, the Rose Bowl Parade and trying hard to keep those newly made new year resolutions, Beverly Hills and Hollywood are gearing up for the annual awards shows. This past weekend we had the always festive Golden Globes held in Beverly Hills, and this weekend the town hosts the Screen Actor’s Guild (SAG) Awards. Then in February we move onto the Grammy’s and, of course, the Granddaddy of them all, the Academy Awards. Needless to say, the city is bustling with celebrity sightings, parties and gossip on which actor or movie has the inside track of being nominated, and ultimately winning. My Oscar pick is The Descendants starring George Clooney. Surely it will be nominated and hopefully it will win Best Picture, and George has a good shot at Best Actor too! 

I really enjoy this time of year in Southern California because of the awards shows but also for the very pleasant winter weather we have here compared to what most of our country has to deal with. Today, a few of us at work were commenting that it was a little “chilly” and the temperature was “only” 65 degrees today. Yes for us that is chilly. However, after chatting with another hotel friend who works in Vermont and hearing that the high temperature was 18 degrees and her driveway is covered in ice and snow and she almost couldn’t get the car started this morning, I realized how lucky we are here! We have no right to complain at all since we have very little rain each year, we average 325 sunny days and our average high temperature is 74 degrees and our low average is 58 degrees. Now, that is what I call winter!

So if you are reading this from a less optimal climate, we welcome you to come visit. Now is a great time to take advantage of all there is to do in the California sunshine. And if you come pay me a visit, I just may be able to steer you into the right shopping area or restaurant where you are sure to see a few of those award happy celebs about town this time of year! 

Be Well,

Michael D’Amodio

What do business travelers truly value?

Greetings All,

I hope everyone had a great Thanksgiving holiday!  Hard to believe that we are quickly closing in on the Holidays and the end of 2011.

I came across this article that I wanted to share that really shows the value of the Residence Inn brand and specifically mentions the Residence Inn Beverly Hills!

http://www.prnewswire.com/news-releases/what-do-business-travelers-want-most----i-need-my-space-134772003.html

Enjoy,

Michael D’Amodio