Editorial Board   Guest Author

Mr. Graham

Richard Graham

General Manager, The Fontaine

An established leader with deep roots in the Kansas City hospitality scene, Richard Graham brings more than a decade of boutique hotel experience to his role as general manager of The Fontaine. MR. Graham is responsible for overseeing the day-to-day operations of The Fontaine in addition to leading the 132-room boutique hotel through its renovation, rebranding and repositioning, completed December 2017.


With his strong attention to detail, penchant for high-quality service and impeccable organizational skills, Mr. Graham leads his team in ensuring the delivery of the refreshing, renewing hospitality experience travelers anticipate before arrival and remember long after departure.


Prior to joining The Fontaine, Mr. Graham served as director of hotel operations at Kansas City’s Ameristar Hotel & Casino where he was responsible for the entire scope of hotel operations. He spent his decade prior at the AAA Four Diamond Hilton President Kansas City where he held the positions of director of rooms and director of housekeeping. There, he played a critical role in overall guest experience, consistently scoring among the top 25 Hilton Hotels & Resorts in North America for cleanliness and guest satisfaction.

Mr. Graham’s hospitality management experience also includes more than six years as general manager of d’Bronx Crown Center, a Kansas City favorite and “cook driven” combination of New York-style deli and pizzeria. 

Located in the heart of Kansas City’s best upscale shopping at Country Club Plaza, The Fontaine is a refreshing, new destination for business and leisure travel. With a name drawn from the inspiring fountains that dot the neighboring Plaza, The Fontaine offers an experience that is authentically local, stylishly cool, energetic and infused with Midwestern hospitality.

Please visit http://www.thefontainehotel.com for more information.

Mr. Graham can be contacted at 816-753-8800 or info@thefontainehotel.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.