Editorial Board   Guest Author

Mr. Rizzo

Dennis Rizzo

President & CEO, Bentley Price Associates, Inc.

Dennis P. Rizzo is President and CEO of Bentley Price Associates, Inc. a hospitality-focused executive search firm acknowledged to be a leader in its field. Over four decades, Mr. Rizzo has built his business around an extensive network of international clients and solid relationships at the highest levels, successfully filling thousands of positions, including a large contingent of boldface-name executives.

He began his professional career at an early age. After a tour of duty in Vietnam, the former United States Marine received his BA and took his first job at a major Miami hotel, where his talent was quickly recognized. In a very short time, Mr. Rizzo became the youngest person to hold the position of General Manager with the Hyatt Corporation, where he developed his strong administration and operations background. As a star player for Hyatt, Mr. Rizzo took over operations of the legendary “Hyatt House On Sunset,” which became a favorite stop for the biggest rock and roll acts in the world. His guests included Led Zeppelin, The Doors, and a VIP list of other entertainers who were attracted to Mr. Rizzo's commitment to 5-star service.

Following his well-publicized tenure in Hollywood, Mr. Rizzo was recruited as a General Manager for Le Baron Hotels. He applied his skills and style to opening the brand new Le Baron Hotel in Buena Park, California, while simultaneously managing and completely redesigning the flagship Le Baron property in San Diego. It was there that he innovated new systems for the Food & Beverage operation. In 1976, Mr. Rizzo founded Bentley Price Associates, Inc. to provide a unique approach to how key management and C-level executives are found and recruited for the hospitality and casino gaming industry. He created an entirely new method to target and recruit top talent in a fiercely-competitive environment.

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

Mr. Rizzo can be contacted at 805-686-1234 or drizzo@bentleyprice.com

Coming up in April 2020...

Guest Service: First Impressions Matter

Hotels spend large amounts of money on marketing their operation and brand, but sometimes they fail to remember that guest service is the lifeblood of their business. It is outstanding guest service that allows a hotel to create an amazing and lasting impression, one that will remain with guests far beyond the duration of their stay. In pre-internet days, first impressions were formed the moment a guest walked through a hotel's front door. These days, first impressions are created long before a guest arrives at a hotel property. They begin when a customer visits a hotel's website or social media pages for the first time. When a guest connects with a property online, they immediately form an opinion of the hotel. First impressions matter and because of that, a hotel website should be mobile-friendly with blistering fast speed; it should be graphically appealing; and it should provide visual representation of the kind of experience a guest can expect. It is also vital to engage the customer; to actively solicit and respond to guest feedback. When a hotel personally engages with someone, it is demonstrating to other customers that guest opinions matter, and that management is willing to go the extra mile to provide superior guest service. Similarly, when a hotel sends out personalized emails with satisfaction surveys attached, it demonstrates that management values guest feedback, so that service can be improved at every level. Additionally, social media messages can be sent out prior to a guest's arrival to learn more about them, so their visit can be personalized. It's the small touches and details that are most remembered and appreciated. The April issue of the Hotel Business Review will examine what some leading hotels are doing to cultivate excellent guest service in their operations.