Les Clefs d'Or USA President Selected for Forbes Travel Guide Advisory Post

Robert Marks Will Work With Forbes Travel Guide Advising on Luxury Standards and Ratings

Boston, MA. March 08, 2018 - 

Today it was announced that Les Clefs d’Or USA President Robert Marks has been chosen to serve on the Standards Advisory Committee of the world-recognized Forbes Travel Guide. The committee’s purpose is to “engage the highest level of global expertise from industry executives in meaningful and transparent dialogue around recommendations related to standards, benchmarks and other rating-related topics.” As President, Marks represents the 600 members of the USA chapter of Les Clefs d’Or, the most prestigious association of hotel lobby concierges in the world.

In making this announcement, Robert Marks said, "I am extraordinarily proud and honored to be invited to be a part of the 2018 Forbes Standards Advisory Committee. This is the first time a Les Clefs d’Or member has ever been selected to participate on this illustrious committee. I look forward to contributing to the enhancement of standards that will help to shape the definition of luxury service."

A native of San Diego, Mr. Marks has been an award-winning concierge for 30 years, and is currently the Chef Concierge at the Omni San Diego Hotel. A winner of the City of San Diego “Hospitality Person of the Year” and the San Diego Concierge Association’s “Concierge of the Year” Award, Robert sees his new role with the Forbes Travel Guide as two-fold: Use his knowledge and insight to help determine future luxury standards in the hotel industry worldwide, and to recognize the trends in the travel industry that will allow Les Clefs d’Or Concierges to best serve their hotel’s guests with creativity, knowledge and distinction.

About Les Clefs d’Or: Les Clefs d’Or is an international association of more than 3,500 professional hotel concierges from 80 countries around the world. We help travelers search beyond the internet to discover and enjoy the most up-to-date information, activities and solutions our hotels and host cities have to offer. With a Les Clefs d’Or Concierge, anything is possible.

Robert Marks, President Les Clefs d'Or USA
Media Contact:

Nathan Goff
Director of Public Relations
Les Clefs d’Or USA
T: +1 617-469-4397
E: publicrelations@lcdusa.org
W: http://www.lcdusa.org
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.