Editorial Board   Guest Author

Mr. Bedner

Michael Bedner

Chairman & CEO, Hirsch Bedner Associates

As Chairman and CEO of Hirsch Bedner Associates, Michael Bedner leads the largest, hospitality design firm in the world. In 1964, Mr. Bedner and his partner, Howard Hirsch, revolutionized hospitality design by creating a totally new professional discipline. Throughout his career, Mr. Bedner has expanded the discipline into a functional art form that continues to evolve. His vision and creative energy provide inspiration to the entire industry and his design influence can be seen in hundreds of the finest hotels throughout the world. Mr. Bedner's combination of traditional training and over 40 years of international hands-on experience have provided him with a singular understanding of the cultural, programmatic and financial aspects of a variety of projects. This understanding makes him uniquely qualified as a consultant for virtually every aspect of the hospitality business, from conceptual planning to budgeting and installation. Beyond directing twelve offices worldwide with a staff of over 450 professionals, Mr. Bedner has continued to create his own innovative, distinctive designs. Throughout his career, Michael Bedner has remained committed to the three principles on which he and Howard Hirsch based the business: to have fun, learn and grow from every experience and to produce the best design possible for each project.

Mr. Bedner can be contacted at 310-829-9087 or MichaelB@HBAdesign.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.