Hospitality – getting down to the basics

I attended a conference recently where a very senior and seasoned hotelier was speaking.  He had been around the block a few times and so his advice was sage and frank.  It was so refreshing!!

After many years working with different hotels and brands, he said, it really boils down to 5 key things.  If you get those right, you are golden.  No secrets here…just the basics:  great location, good product, cleanliness, good value and excellent service.   Save yourself all that time sitting in a room trying to determine your edge, or what your unique identity or brand will be.  Strive to do all 5 really well and do them consistently and you will come out a winner.

It was so refreshing to hear this.  Recently, we met with one of our bellmen at our sales meeting who has worked at many hotels.  He said the best part of working at the Elgin was that he felt he was not constrained under the corporate ‘speak’ and that he could get back to good old hospitality.   Guests like the warmth and friendly ways that his team showed.  He enjoyed being more himself and felt it made a difference and he does!

Hospitality is not always easy to get right, but it’s also not rocket science.  It takes a lot of people to like working together really well and all being on the same page.  As one of our bellmen said today – you have to be able to let me carry it – trust me!!  and he was not talking about bags, he was talking about helping us sell the hotel.  We need to trust each other.  Not much different than when you have a big dinner party.  Lots of moving parts, but its beautiful when it comes together.  Preparation is key… and working together well.

I love entertaining, so no wonder I love this business and the people in it.  Never a dull moment and so beautiful when you get it right!


My Time at the Lord Elgin Hotel

From the first time I walked in to the office I felt welcome. Everyone at the Lord Elgin hotel is part of the family, and while there may be some division between the offices (i.e. the banquet crew don’t always know what’s going on with reservations) at the end each and every person is needed for the hotel to move forward.

One of the best parts of my time here at the Lord Elgin is that I was given the opportunity to spend time with different departments of the hotel such as reservations, banquet staff, and housekeeping and it gave me a great perspective of how much work it takes just to have one guest.

Between creating the reservation with the sales department, then the reception at the front desk, the bell men take care of the car, the room is taken care of by housekeeping, and the team at Grill 41 taking care of breakfast, it takes so many people who all work together in harmony and take pride in all of their work, to create a fantastic and memorable stay.

Another great part of my time here was that I got to be part of the 75th anniversary celebration. First and foremost by being able to work at and attend the event held on February 27, 2016. Which was an amazing evening from start to finish. The atmosphere was perfect, the decorations looked like they were straight out of 1941, and the entertainment was a swinging good time!

Secondly by having the honor of working on the scrapbook that is being made to commemorate this year. To be part of such an important event for hotel is incredible but to have a hand in commemorating it is just spectacular.

It was such a great adventure and I loved all my time as part of their family, it’s nice to know that in the coming years the hotel will just keep growing. With the renovations coming to the hotel and honestly no one is as excited as the people who work here. For some this building is like a second home and it shows in what they do every day. It’s because of this that I can say that there is no place that I would rather have my internship.

Now that my time has come to a close

-No Longer The Intern