Editorial Board   Guest Author

Mr. Ritten

Hans Ritten

General Manager, Loews Chicago O'Hare

As general manager, Hans. Ritten oversees Loews Chicago O’Hare Hotel, located in Rosemont, IL, just outside downtown Chicago. The property features 556 guest rooms and 60 suites, 53,000 square feet of stylish meeting space, a live music and comedy venue – The Montrose Room, a gastropub – The Ashburn, an on-site art gallery, and a fully equipped fitness center.


Mr. Ritten has over 25 years of experience with both branded and independent luxury hotels in airport, suburban, convention, and resort destinations. Most recently, Mr. Ritten was general manager of Omni Hotel Chicago where he was involved with a complete room renovation in 2015, improved Medallia ranking within Omni hotels from number 28 to number 4 – including a number 1 ranking in Food & Beverage in 2016, and improved year-over-year RevPAR index in both 2015 and 2016.


Prior to Omni Hotel Chicago, Mr. Ritten was general manager of The Silversmith Hotel, a four diamond, independent luxury boutique hotel in downtown Chicago. His extensive experience including overseeing hotels and resorts as general manager, in addition to Rooms Division and Food & Beverage includes One Ocean Resort & Spa in Atlantic Beach, FL; Kansas City Airport Marriott in Kansas City, MO, Philadelphia Marriott Downtown in Philadelphia, PA; Baltimore Marriott Waterfront and Baltimore Marriott Inner Harbor in Baltimore, MD; and Interstate Hotel and Resorts in Orlando, FL.


Mr. Ritten hails from The Netherlands, is a member of the Government Affairs Committee of the Illinois Hotel and Lodging Association, and lives with his wife and teenage son in the suburbs of Chicago.


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

Mr. Ritten can be contacted at 847-544-5300 or hans.ritten@loewshotels.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.