Editorial Board   Guest Author

Mr. Bashaw

Curtis Bashaw

Co-Managing Partner, Cape Advisors and Cape Resorts Group

Curtis Bashaw is the co-founder and co-managing partner of Cape Advisors, a high-profile real estate development firm operating out of New York and New Jersey, as well as Cape Resorts Group, a division of Cape Advisors and hotel operating group focusing on classic American resort properties. Mr. Bashaw is widely known for his expertise in creatively repositioning underutilized and abandoned properties. His credentials include the restoration of the landmark 1816 Congress Hall hotel and award-winning Virginia Hotel and Cottages in Cape May, N.J. Other properties include The Star Inn, Sandpiper Beach Club, and Beach Shack/Rusty Nail Bar and Restaurant in Cape May, and The Chelsea in Atlantic City. His organization expanded to the Hamptons in 2015, opening two new properties in Sag Harbor: Baron’s Cove and the Bulova Watchcase Factory. Since entering the real estate/hospitality industry in 1982, Bashaw has preserved and developed dozens of hotel, restaurant, residential, retail, office and mixed-use properties. His emphasis remains on adaptive reuse, historic preservation and economic development. The developer/hotelier took time off in 2004-2005 to serve as New Jersey’s executive director of the Casino Reinvestment Development Authority, a job that entailed overseeing the investment of more than $250 million of gaming tax revenues in economic development projects statewide. Currently, Mr. Bashaw serves on the Board of Trustees at the New York Academy of Art and is the founder and president of The Fund for Cape May. He is also a member of the board of Cape May Stage and is a member of the Cape May City Mayor’s Advisory Committee and N.J. First Legislative District Economic Development Task Force. Previously, he served on the Board of Trustees for Stockton College, including a term as president of the board; and sat on the Cape May County Planning Board, New Jersey Governor’s Tourism Advisory Council, and New Jersey Cultural Trust. His work in the public and private sector has earned him many accolades, including commendations from the Cape May Jazz Festival, Cape May County Planning Board, N.J. State Assembly, N.J. State Senate and U.S. House of Representatives; as well as numerous honors from community organizations. Please visit http://www.caperesorts.com for more information.

Mr. Bashaw can be contacted at 609-884-9300 or cbashaw@capeadvisors.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.