Editorial Board   Guest Author

Mr. Jacobs

Stephen Jacobs

President & Founder, Stephen B. Jacobs Group P.C.

As a founder and president of The Stephen B. Jacobs Group, Stephen Jacobs sets the benchmark for the quality of design for which the firm is noted. He takes a hands-on interest in all the firm's commissions, establishing the design direction and personally guiding the staff to ensure that the finished project meets the client's needs.

Prior to founding his own firm, Mr. Jacobs was employed at Whittlesey, Conklin and Rossant, where he was a designer and planner on several large-scale projects, including the development of the planned community of Reston, VA. Mr. Jacobs earned his bachelor's and master's degrees in architecture from Pratt Institute in 1963 and 1965, respectively. An early advocate of using obsolete buildings as a housing resource, his "sensitive renovation" projects have become textbook examples of how to develop the highest economic potential of an existing building while, at the same time, preserving its architectural and historic significance.

In the past decade, Mr. Jacobs, along with Andi Pepper, his frequent collaborator and affiliate interior designer, have become one of the most sought-after teams in hospitality industry. Their super-hip designs for The Library and Giraffe Hotels, followed by the stunning success of the Gansevoort in the Meatpacking District in New York, has led to tremendous recognition in the national press, as well as to more commissions throughout North America.

In addition to his professional practice, Mr. Jacobs lectures extensively on architectural design and preservation subjects. He has been a guest lecturer and critic at Columbia University, City College, New York Institute of Technology, the Real Estate Institute of New York University and the Pratt Institute. He has won many awards and been the recipient of many honors in real estate, construction and design.

Registered Architect: California, Connecticut, Colorado, District of Columbia, Florida, Georgia, Kansas, Massachusetts, New Jersey, New York, Pennsylvania, Rhode Island, Texas, Vermont, NCARB Certified.

Professional Planner: New Jersey.

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

Mr. Jacobs can be contacted at 212-421-3712 or contactus@sbjgroup.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.