Editorial Board   Guest Author

Ms. Stiel

Holly Stiel

President, Thank You Very Much Inc.

Holly Stiel, President of Thank You Very Much Inc is a trailblazing service philosopher who innovated a method of training based on the practices and principles of the world-class concierge. Her clients include: Disney, Nordstrom, AVEDA, American Express, Visa Signature card and Auberge Resorts, to name a few. Through the partnership with her team at StielMedia, Ms. Stiel has developed the corporate service training programs for four brands of the Hilton Family of Hotels, Hyatt Place Hotels, Auberge Resorts and Premiere Resorts, as well as three award-winning interactive DVD programs. In 1976, Ms. Stiel became the first female concierge in the country when she created the desk at the Grand Hyatt Union Square in San Francisco. Two years later she was the first American woman to be admitted to the exclusive Les Clefs d'Or Association for concierges. She recently received the association's Lifetime Achievement award for her broad contributions to her profession. Ms. Stiel was the first female and non-corporate executive to receive the "Distinguished Visiting Professor" Chair from Johnson and Wales University. Ms. Stiel has written four books : the newly released textbook, The Art and Science of the Hotel Concierge. Ultimate Service, The Complete Handbook to the World of the Concierge, Thank You Very Much - A Book for Anyone Who Has Ever Said, “May I Help you?,” and The Neon Signs of Service.

Ms. Stiel can be contacted at 415-383-4220 or Thankyouinc@aol.com

Coming up in May 2020...

Eco-Friendly Practices: Creative Innovation

Being eco-friendly is no longer a fad. It is an urgent planetary need and hotels are actively doing their part to reduce their carbon footprint by implementing sustainable, green practices. In addition to the goodwill derived from doing the right thing, hotels are also realizing the benefits to their business. A large percentage of Millennials expect hotels to be eco-friendly and will only patronize those properties that are proudly conforming. Consequently, more hotels are realizing that sustainability is a key element in a successful branding strategy. In addition, going green can lead to a more profitable bottom line, as savings on electricity, water and cleaning materials can add up. Also, there are other advantages that come with being an eco-friendly business, such as government subsidies and tax and loan incentives. As a result, many hotels are finding innovative ways to integrate eco-friendly practices into their business. Geo-thermal energy systems, along with energy-from-waste systems, are being used to heat and cool the property. Passive solar panels, green roofs, natural lighting and natural ventilation strategies also assist in energy conservation. Low-flow water systems and plumbing fixtures make a contribution, as does eco-friendly hardwood flooring, and energy efficient televisions and appliances throughout the property. In addition, some hotels have implemented in-room recycling programs, and only provide all-natural, personal care items. One hotel has actually constructed a bee-keeping operation on their grounds. Not only is this good for the bees but the hotel also produces products from the operation which they sell. This kind of creative innovation also holds enormous appeal to guests. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.