Editorial Board   Guest Author

Ms. Stiel

Holly Stiel

President, Thank You Very Much Inc.

Holly Stiel, President of Thank You Very Much Inc is a trailblazing service philosopher who innovated a method of training based on the practices and principles of the world-class concierge. Her clients include: Disney, Nordstrom, AVEDA, American Express, Visa Signature card and Auberge Resorts, to name a few. Through the partnership with her team at StielMedia, Ms. Stiel has developed the corporate service training programs for four brands of the Hilton Family of Hotels, Hyatt Place Hotels, Auberge Resorts and Premiere Resorts, as well as three award-winning interactive DVD programs. In 1976, Ms. Stiel became the first female concierge in the country when she created the desk at the Grand Hyatt Union Square in San Francisco. Two years later she was the first American woman to be admitted to the exclusive Les Clefs d'Or Association for concierges. She recently received the association's Lifetime Achievement award for her broad contributions to her profession. Ms. Stiel was the first female and non-corporate executive to receive the "Distinguished Visiting Professor" Chair from Johnson and Wales University. Ms. Stiel has written four books : the newly released textbook, The Art and Science of the Hotel Concierge. Ultimate Service, The Complete Handbook to the World of the Concierge, Thank You Very Much - A Book for Anyone Who Has Ever Said, “May I Help you?,” and The Neon Signs of Service.

Ms. Stiel can be contacted at 415-383-4220 or Thankyouinc@aol.com

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.