Editorial Board   Guest Author

Ms. Casale

Virginia Casale

Director, Global Education, Hospitality Excellence, Inc.

Virginia Casale is an expert in ultimate guest service and an inspiring leader, teacher and guest lecturer of hospitality excellence. Her work and expertise in the hospitality and tourism industries for more than 30 years has placed her at the top of her profession. Most recently she served as President of UICH “Les Clefs d'Or ”, the prestigious international association of the world's best concierges. Madame Casale rose to this coveted leadership role as only the second woman to do so in 62 years and the first Canadian. Over 25 years, she promoted the management of guest service to levels beyond expectations and successfully orchestrated international congresses featuring global hospitality leaders and the top 3% of the concierge profession in Quebec City, Banff, Niagara Falls, Toronto, London and Queenstown, New Zealand. Les Clefs d'Or Canada, Austria and New Zealand awarded her with honorary membership for her leadership and service. Virginia's hotel experience comes from many of Montreal's premier hotels including Chef Concierge at the first boutique hotel in the city, the Loews Hotel Vogue. At the Delta Centre-Ville she overlooked the lobby and executive floor desk and most recently led guest service at the Sofitel Montreal, a five star property. She made her concierge debut at the Hyatt Regency after serving four years at Regie des Installations Olympiques, the 1976 Olympic games. Madame Casale was a guest lecturer at the International Concierge Institute in Montreal and Quebec City and gave courses in Conflict Resolution as well as Ethics. She has been a featured speaker at the HORECAVA Event in Amsterdam on the She -Economy, in Mumbai, India at the second national Les Clefs d'Or Congress and at programs in Japan, Los Angeles, Miami and Qatar in the Middle East. She represented Montreal Tourism at the EIBTM Conference in Frankfurt and Barcelona. Madame Casale is a graduate of McGill University in Languages and Literature, with honours in Italian and is fluent in four languages.

Ms. Casale can be contacted at 877-436-3307 or Virginia@hospitalityexcellence.com

Coming up in November 2020...

Hotel Design: Home Away From Home

With the rise of the sharing economy and the peer-to-peer marketplace for lodging options, hoteliers are re-thinking the look, feel and appeal of their locations. There is an emphasis on re-creating a feeling of homeyness - a comfortable, cozy and inviting space that feels like home. 'This is accomplished through the careful selection of furniture design, paint colors, lighting design, artwork, bathroom fixtures and textile accessories. In addition, some hotels are providing their guests with upscale amenities, such as a book and movie library, home-style kitchenettes, a coffee machine with locally-sourced beans and tea, or even a batch of fresh-baked cookies. Similarly, there is a growing design trend based on the concept of place-making. Travelers are searching for experiences that are unique and authentic to the locale in which they find themselves, and so hotel designers are integrating a sense of place into their work. This is partially achieved by incorporating traditional artisanal crafts and other local artwork into hotel rooms and communal spaces. Another design trend includes the creation of full-service, co-working environments within the hotel. Guests don't like to stay alone in their room when they need to work, so now they can go downstairs to the lobby-or up to the roof-to work among others. These areas encourage guests - and non-guests alike - to stay as long as they like and to partake of hotel amenities. Finally, recognizing the importance of the Wellness Movement, some designers are exploring how room design can increase the likelihood of deep and restorative sleep. Creating dark and quiet spaces, blocking excessive light, providing guests with a selection of different kinds of pillows, and the ability to control room temperature, are a few of the best practices in this area. These are some of the architecture and design topics that will be covered in the November issue of the Hotel Business Review.