Describe your hotel’s mission and the ways in which you bring it to life.
Providing a personal experience is the mission every day. If I asked someone about a recent experience with a hotel, restaurant, retail store, or airline, in general most would jump into an explanation of whether their experience was good or bad. Generating powerful impressions from guests and striving to create memorable experiences is rewarding for employees, too. Taking pride in the services we provide enables that personal connection with guests.
What is the number one thing your hotel does to make guests comfortable?
We don’t script our front line employees like many hotels. When our employees speak with guests regarding any matter, it’s genuine, sincere and specific to that particular guest’s needs. Creating a caring and open dialogue leads us to learn more about them so that we can surprise and delight them with a great experience.
Tell us one little known fact/secret about your hotel that sets you apart from the rest.
Every night from 5-6pm we invite all of our guests to the hotel’s living room/ lobby for a hosted nightly wine hour to mingle with the employees and other guests. As it relates to exclusivity, we are the only Kimpton Hotel in the country to offer its guests a private Club Level guestroom and lounge experience where guests are immersed in the new generation of luxe privacy while enjoying panoramic views of downtown Miami.
Does your hotel interact with/contribute to the local community? If so, describe.
Part of being successful in our business is giving back and participating in the development of the community. We define contributing to the community not by how many checks we have written, as anyone can do that. We have rather encouraged and supported our employees to become personally involved in local organizations, schools, places of faith and philanthropic organizations. We are involved in multiple organizations, including the Summer City Wrights theater organization, Dress for Success, National Trust for the Preservation of Public Land, Miami Dade Sports Commission, Greater Miami Convention and Visitors Bureau, Florida Business Travel Association, and Meeting Professional International to name a few.
What is one of the biggest challenges your hotel faces, and how do you overcome it?
As we approach our five-year anniversary, we must continue to stretch ourselves and our partners on a personal and professional level to ensure we remain relevant in every aspect of what we do and how we do it. We overcome these challenges by reminding ourselves through guest letters and TripAdvisor comments about the surprise and delight experiences we provided that made their stay with us more than they could have hoped for. If you know anything about the hotel, the hospitality industry and the people who keep it running, you know that we do what we do because we love it and we love taking care of people.