Editorial Board   

Mr. Kimball

Larry K. Kimball

Director of Hotel Development, C. W. Clark, Inc.

Larry K. Kimball has over thirty years of hotel experience in development, finance, operations, and asset management at the corporate and operating unit levels. Mr. Kimball is currently Director of Hotel Development for C. W. Clark, Inc., a San Diego-based commercial real estate developer. In this capacity, he is responsible for the entitlement, design, financing, and asset management of several large public-private hotel and mixed-use projects totaling ~1,200 keys with combined development costs of $600+ million. As Managing Director of Horwath Hospitality and Leisure’s San Diego office, Mr. Kimball provided consulting services to the City of Garden Grove Redevelopment Office evaluating hotel development opportunities and consulted to developers of the proposed Escondido Hotel and Conference Center. Mr. Kimball spent twenty years in Hawaii working with independent resorts and hotel brands. He led the restructuring and strategic planning effort as Lanai Company’s COO/CFO. There he was involved in Gold Nugget award winning multi-family residential development, luxury hotel operations, commercial and residential property management, significant cash flow improvement, and P&L accountability for $70+ million revenue operations with 1,100 employees and $650 million in assets. For five years, Mr. Kimball managed the Honolulu office of a global hospitality technology consulting practice focusing on telecommunications and other information management systems and was one of seven agents nationwide for GTE Vantage Solutions. His first ten years in Hawaii with Amfac Hotels included assignments in the corporate office as well as in their 11 hotels to improve operations efficiency and profitability. Mr. Kimball received his CHA at the inaugural CHA awards ceremony where he acted as emcee. His MBA is from Chaminade University in Honolulu, Hawaii.

Mr. Kimball can be contacted at 858-875-5146 or larryk@CWCLARKINC.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.