Editorial Board   Guest Author

Mr. Blair

Ed Blair

General Manager, The Curtis - A Doubletree by Hilton

Ed Blair is the “Rebel Leader” or General Manager of the Curtis - a Doubletree by Hilton, Denver's only hotel dedicated to pop culture where all guests are encouraged to “Stay Happy.”

With more than 22 years of hospitality experience, Mr. Blair previously served as the General Manager at Sage's Embassy Suites Denver Downtown, where he was honored with the “Sage Passion Award” for 2017. He also spent almost a decade as the General Manager of The Oxford Hotel, where he was named “Leader of the Year” in 2012. Under his direction, The Oxford was also honored as Sage's the “Hotel of the Year” in 2011, based on its strong financials, market share, guest, employee and audit metrics.

A graduate of the University of Colorado at Boulder, Mr. Blair also previously served as the Chief Operating Officer of the Mile High United Way and an Associate Pastor at Colorado's NorthPoint Covenant Church. He is a founding member of Denver's Road to Work Business Advisory Council, which provides training and employment opportunities for people suffering from poverty and those with disabilities, and also serves on the board of Denver's 14th Street General Improvement District.

Managed by Denver's Sage Hospitality - one of the nation's top hotel investment and management companies - the Curtis was recently named one the “6 Best Hotels in Downtown Denver” by FODOR'S. The Curtis offers 336 modern guest rooms featuring custom art, sleek furniture and a Hilton Sweet Dreams Bed and more than 28,000 total square feet of playful urban event space, all named after favorite childhood games.


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

Mr. Blair can be contacted at 303-571-0300 or ed.blair@hilton.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.