Editorial Board   Guest Author

Mr. Lustig

Ronald M. Lustig

Design Architect/Principal, Earl Swensson Associates, Inc. (ESa)

Ronald M. Lustig, AIA, ISHC, EDAC, LEED Green Associate is Design Architect/Principal of Earl Swensson Associates, Inc. (ESa), an architectural firm of which he has been a member for 37 years. He has extensive experience in the design of hospitality venues, convention centers, resorts, spas and entertainment venues across the country and abroad. A few of the notable lodging property projects in which he has been involved include The Hotel Hershey, Hershey, PA; Malliouhana Hotel Spa, Meads Bay, Anguilla, British West Indies; The Broadmoor Hotel renovation and Spa, Colorado Springs, CO; the Jumeirah Talise Wellness Resort, Dubai, UAE; the Gaylord Opryland Hotel and Convention Center, Nashville, TN as well as Hyatt, Hilton, Marriott and Westin hotels. He has also worked on several freestanding conference centers. His diverse portfolio also includes experience in the design and master planning of healthcare facilities, corporate office buildings and retail. He served as 2000-20001 chairman of the International Society of Hospitality Consultants and is past president, treasurer and member of the Board of Directors. He serves on the Design Committee of the Global Hotel Network. Mr. Lustig often serves as a speaker at hospitality related conferences and events across the country. He served as featured speaker of the Central America Tourism & Hotel Investment Exchange Conference (CATHIE) in Managua, Nicaragua in 2009.

Mr. Lustig can be contacted at 615.-329-9445 or ronl@esarch.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.