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Service is the Glue Between Renovations

Upping the service quotient at your hotel masks that your hotel may need some TLC. Here’s why.

Wednesday, October 01, 2014
Mr. Larry Mogelonsky - P. Eng.
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For my summer vacation this year, I decided to take my wife on a road trip through the province of Quebec, visiting six different properties, two family friends and one dear sister in a little over a week’s time. On top of all this, I use the term ‘vacation’ liberally insofar as I was answering emails and in and out of meetings every day. Nonetheless, we still had a blast.

For those unfamiliar with the finer points of this Canadian gem, know that much like the rest of the Eastern seaboard, it is steeped in colonial history, warfare and citizens proud of their heritage. However, outside of pockets in Louisiana, not many other places on this continent can boast a culture that is unwaveringly French – the language is preserved by government decree, the food is more reminiscent of France than of ‘regular’ Canadian fare and the rural regions serve as last stands against outright Americanization.

If you want to experience the real Canada, you have to tour Quebec. My advice: do it in summer as their winters, though beautiful with everything caked in white snow, range from very cold to it-hurts-to-even-look-outside. And don’t worry about the language barrier. There are some small towns where English isn’t spoken, but overall, you can survive quite well without French, and figuring out the signage can make for a few entertaining detours.

In our sixties and attempting to impress my wife (who was a little peeved that our vacation was still a working holiday for yours truly) meant only one thing: luxury. And in Quebec, the brand you can bank on to deliver on this front is Fairmont. When this chain consolidated ownership of the properties originally built by Canadian Pacific and Canadian National Railways, they inherited some of the most majestic and iconic buildings in the nation. This includes the Chateau Frontenac in Quebec City which is on almost every postcard of the city (and Canada for that matter) and the Queen Elizabeth which, naturally, sits atop the train station. Let’s not forget Chateau Montebello which is one of the world’s largest log cabins.

There may a few hotels that outclass Fairmont within the province – such as the recently renovated Ritz-Carlton in Montreal, but if you want to combine luxury and heritage in Quebec (i.e. an authentic local experience), Fairmont is pretty much the only name in the game. They also have the lion’s share of the province’s room stock at the four-star or higher segment,

Much like my definition for ‘vacation’, the word ‘heritage’ does not mean only one thing. When it comes to hotels, ‘heritage’ is the oft-prescribed PC term for ‘old’ or ‘in need of maintenance’. Fairmont’s properties are all firmly within the luxury class, but some are in need of a makeover to stay apace with the ever-increasing standards of top tier hospitality. That said, it’s far easier to renovate a 15-20 year old concrete and steel-framed tower than it is a 90 year old log cabin.

Rest assured, all of the chain’s properties have undergone upgrades within the past few years, or are in the queue for one very soon. In the meantime, what keeps their customers raving is not the ultra-modern spa or world-class fitness facilities but the simplest of all gifts we can give our guests: superb service.

Providing each and every visitor with the attention they deserve is the glue to hold your occupancy numbers together while you wait for bank loans to be approved so you can afford that $10 million facelift. And the best part is: it’s wholly in your control! You can hire people who are passionate about hospitality and you can retrain employees to refine their service techniques. It can make up for any pitfalls your property might have on the physical side, so now that we are drifting into autumn, give another thought to make your staff, and not just your features and amenities, will emotionally impact your guests.

Larry Mogelonsky P. Eng.    Mr. Larry Mogelonsky - P. Eng.
Managing Partner, Hotel Mogel Consulting Limited
Owners, Principals, or Partners
LMA Communications Inc.

Bio: One of the world’s most published writer in hospitality, Larry Mogelonsky is the principal of Hotel Mogel Consulting Limited, a Toronto-based consulting practice. His experience encompasses hotel properties around the world, both branded and independent, and ranging from luxury and boutique to select-service. Larry is also on several boards for companies focused on hotel technology. His work includes four books “Are You an Ostrich or a Llama?” (2012), “Llamas Rule” (2013), ...
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