Editorial Board   Guest Author

Mr. Burke

Patrick Burke

Principal, Michael Graves Architecture & Design

Patrick Burke, AIA is a Principal with Michael Graves & Architecture & Design (MGA&D) and was the Principal-in-Charge and Lead Designer for the planning, architectural design and interior design of Resorts World Sentosa. Since joining the firm in 1982, he has led design teams for well over 50 projects, including the majority of MGA&D's work in the hospitality sector. Mr. Burke has also designed numerous, award winning cultural facilities such as museums and theaters, office buildings and training centers, courthouses, university buildings and residences. Mr. Burke instills in each of his projects a distinctive architectural character that reflects the context and the audience. Fond of saying that he does not want his hotels to look as though they could be located just anywhere in the world, he creates designs that feel rooted in their sites. Even when creating worldwide brand standards for several tiers of Wyndham hotels, he devised art programs and interiors options that reflect regional differences. Throughout Burke's extensive hospitality projects, he has integrated planning, architecture, interior design and the design of furniture, furnishings, signage and artwork, resulting in unique custom designs for light fixtures, carpets, furniture and accessories. A representative listing of Mr. Burke's hospitality portfolio includes Resorts World Sentosa featuring over 1,834 guest rooms in 6 hotels, a casino, and ESPA Spa; the 2,300-room Walt Disney World Swan and Dolphin Hotels in Orlando, FL which contain 16 distinct restaurants and extensive convention and entertainment facilities; the Hotel New York at EuroDisneyland Paris; five resort hotels in Egypt, one of which includes extensive golf facilities and a spa; a business hotel in Antwerp, Belgium; a master plan for a resort for up to 16,000 guests in the Canary Islands; and an eco-tourist golf resort on the Pacific Coast of Costa Rica. A native of Chicago, Illinois, Mr. Burke received his architectural education at the University of Illinois, Chicago and at Princeton University, where he studied under Michael Graves.

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

Mr. Burke can be contacted at 609-924-6409 or pburke@michaelgraves.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.