Editorial Board   Guest Author

Mr. Anderson

Carl Anderson

Director, Food & Beverage, The Modern Honolulu

Carl Anderson is Director of Food and Beverage at The Modern Honolulu on the island of Oahu. Mr. Anderson is responsible for all food and beverage operations, including enhancing the hotel's on-property dining options, in-room dining, and banquet and catering services alongside Executive Chef Scott Toner. Before joining The Modern Honolulu, Mr. Anderson managed progressive restaurants, outlets and catering concepts in both Chicago and Hawaii. After graduation from Lewis University with a degree in Business Administration, Mr. Anderson began his professional career in the hospitality industry running small nightclubs and soon found himself at the Hotel Intercontinental Chicago as a Food and Beverage Manager in 1997. At the upscale, 4-star property, Mr. Anderson managed all F&B elements, including each of the hotel's outlets, menus and entertainment concepts. In 2002, Mr. Anderson accepted the position of Director of Weddings at The Westin Michigan Avenue Chicago hotel. In 2003, Mr. Anderson was named Senior Sales Manager for Wolfgang Puck Events, where he refined his skills in the marketing and events realm by planning and executing large-scale events. In Wolfgang Puck's quest to produce Oscar-level events across the country, Mr. Anderson oversaw large-scale Chicago-based events such as Oprah Winfrey's on-air 50th birthday, the Children's Memorial Gala, The Steppenwolf Gala, the Butterfly Ball, the star-studded event 'Roger Ebert Day' and even Chicago's most prestigious event, the Millennium Park Opening Gala. From 2005-2012, Mr. Anderson created several Chicago-based boutique restaurant concepts to media acclaim, overseeing all food and beverage direction for Between Boutique Cafe & Lounge, Sushi House I-II and Usagi Ya. Mr. Anderson relocated to Hawaii in 2012 and to serve as Department Head of Food and Beverage at Four Seasons Resort Lanai at Manele Bay prior to joining The Modern Honolulu team as Director of F&B in late February 2013.

Mr. Anderson can be contacted at 808-954-7427 or modern@jpublicrelations.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.