Editorial Board   Guest Author

Mr. Biemans

Ewald Biemans

Owner and Chief Executive Officer, Bucuti & Tara Beach Resort

Ewald Biemans is owner and CEO of Bucuti & Tara Beach Resort in Aruba. A noted environmentalist, he has steadfastly led the Eagle Beach property to become the Caribbean's first carbon neutral hotel.

Bucuti & Tara is a 104-room, adults-only enclave on the powdery white sands and turquoise water of famed Eagle Beach, named one of the “Dream Beaches of the World.” Averaging a 95 percent year-round occupancy, the property is a testament that sustainability and a memorable vacation can be mutually inclusive.

A celebrated hotelier, Mr. Biemans has simultaneously led Bucuti & Tara to become the No. 1 Hotel for Romance - Caribbean and Top 10 Hotel for Romance in the World per TripAdvisor. It is heralded by Travel + Leisure, Conde Nast Traveler, Forbes, Barron's and beyond for its highly personalized guest experience centered on romance, sustainability and wellness.

Mr. Biemans is a frequent guest speaker and panelist throughout the world. He is highly involved in industry and community organizations from training hoteliers to spearheading legal initiatives to protect the environment. Mr. Biemans is a long-serving board member of the Aruba Hotel & Tourism Association, is a Platinum sponsor of CREST and an eco-pioneer in the Caribbean Hotel & Tourism Association. He served as an expert at the United Nations Foundation in Washington D.C. for the 2017 forum in recognition of the UN's International Year of Sustainable Tourism for Development. His goal is to be a resource for other hoteliers to replicate sustainability initiatives throughout their properties.

As an industry leader, Bucuti & Tara Beach Resort is the most eco-certified resort in the Caribbean. In addition to being achieving carbon neutral certification, LEED Silver, Green Globe Platinum, ISO 14001, ISO 9001 and Travelife Gold. Green Globe named it the World's Most Sustainable Hotel/Resort in 2016. Mr. Biemans has personally been honored numerous times over the years regionally and internationally including as Hotelier of the Year, the Caribbean's Green Hotelier of the Year and in 2017 with a special Gold Adrian Award as a Sustainable Leader presented by HSMAI and National Geographic Traveler.

 

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

Mr. Biemans can be contacted at 888-428-2884 or info@bucuti.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.