Editorial Board   Guest Author

Mr. Fernandez

Eduardo Fernandez

General Manager, Sonesta Fort Lauderdale Beach

Eduardo Fernandez is a seasoned hospitality industry professional with more than 30 years of diverse hospitality experience.

Mr. Fernandez began his hospitality education with the Institut de Tourisme & D'Hotellerie du Quebec for hotel management and later, Barry University for a bachelor's degree in management. He went on to launch his career at Le Centre Sheraton Hotel and Towers in Montreal and managed numerous properties for Sheraton Hotels and Resorts in Boston, New York, Delaware and Miami. He then went on to work with Starwood Hotels & Resorts, and managed various properties for W Hotels.

Mr. Fernandez spent two years serving as general manager of B Ocean Fort Lauderdale, where he played a key role in the successful turnaround of B Hotels & Resorts' flagship hotel. Upon the 2014 sale of B Ocean, he was retained as general manager, and has since helped seamlessly transition the property into a successful new addition to the Sonesta Hotel & Resorts portfolio.

Mr. Fernandez is heavily involved in the local business community. He is the chairman of the Beach Business Improvement District for the City of Fort Lauderdale (4 years) and chairman of the Beach Council for the Greater Fort Lauderdale Chamber of Commerce. He also sits on the boards of the Florida Restaurant & Lodging Association, Broward Chapter, as immediate past president and the Greater Fort Lauderdale Chamber of Commerce. He is a part of the Greater Fort Lauderdale GM Council and also sits on the Broward Tourism Coalition Council.

As general manager, Mr. Fernandez maintains the operations of the property, featuring 240 guestrooms boasting panoramic views of Fort Lauderdale Beach or the Intracoastal Waterway.  Opening in early 2019, he also supports Steelpan, the hotel's Caribbean-American fusion ocean-front restaurant.

Mr. Fernandez can be contacted at EFernandez@sonesta.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.