Editorial Board   

Mr. Dolce

Andy Dolce

Founder, Chairman & Managing Partner, Dolce International

Andrew (Andy) J. Dolce founded Dolce International in 1981. Mr. Dolce turned the company into the world's leading conference center company in the hospitality industry, with 21 properties throughout the U.S., Canada and Europe. He also holds the distinction of being named one of the "25 Most Influential Executives" in the meetings and travel industries by both "Meeting News" and "Business Travel News" magazines. Mr. Dolce began his career in the meetings and hospitality industry while working for the American Management Association, where he managed 600 conferences a year, throughout the U.S. While there, Mr. Dolce recognized the need for both outstanding hotel facilities and a well-orchestrated meeting experience. Mr. Dolce went on to become executive vice president for Harrison Conference Services. From there he moved to Houston and was responsible for the development and operation of the Houstonian, the first integrated hotel, conference center, spa and fitness center. After the successful completion of this project, Mr. Dolce made the final and decisive move to the meetings segment of the hospitality industry and started his own company. Born in New York, Mr. Dolce studied Economics at Iona College. He earned a Master's Degree from Cornell University where he wrote and published a book on economics for the food industry. Dolce served in the U.S. Marine Corps, earning the rank of Captain. Today, Mr. Dolce is a board member and past president of the International Association of Conference Centers (IACC). He is also on the board of New York University's Center for Hospitality, Tourism and Travel Administration and serves on Iona College's Legal Board of Trustees. As the recipient of the Mel Hosansky Award, Mr. Dolce was rewarded with the association's highest honor for work in the conference center industry.

Mr. Dolce can be contacted at 201-505-5906 or andy.dolce@dolce.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.