Editorial Board   

Ms. Oksner

Elaine Oksner

Guest and Concierge Services Trainer, Hospitality Excellence, Inc.

Elaine Oksner is Past President of Les Clefs D'Or, USA the professional concierge membership association representing the highest standards of service excellence and ultimate service. In this role, she traveled internationally representing the concierge profession to the business community and to business leaders worldwide. She is the former Chef Concierge of the Breakers Resort, Palm Beach, one of only two Five Star, Five Diamond hotel properties in the state of Florida. Previously she served as Chef Concierge for the Four Seasons in Palm Beach and the Park Hyatt in Washington, DC. She has been the recipient of numerous awards and has served as President of Washington, DC and Palm Beach, Florida concierge associations which she helped to establish. Elaine was also one of 100 delegates selected by President Clinton to attend and participate in the first White House Conference on Travel and Tourism. Ms. Oksner is a frequent lecturer on "Managing the Guest Service Staff" and "The Ethics of Service Delivery" and remains an active teacher and leader in the concierge profession. She has been a lead instructor/trainer for the International Concierge Institute and provides guest and concierge service training, consulting, development and mystery shopper services for Hospitality Excellence, Inc. She also remains on the concierge staff of the Four Seasons, Palm Beach. She has a BA from Adelphi University and did postgraduate work at George Washington University.

Ms. Oksner can be contacted at 954-739-5299 or elaine@hospitalityexcellence.com

Coming up in May 2019...

Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. 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.