Editorial Board   Guest Author

Mr. Absenger

Werner Absenger

Chef de Cuisine, Cygnus 27 at Amway Grand Plaza

Chef Werner Absenger, chef de cuisine, has helped propel Cygnus 27, one of the highest-ranked restaurants in Michigan, into the forefront of the state's premier culinary scene. Located atop the Amway Grand Plaza in Grand Rapids, MI, Cygnus 27 has been a distinguished AAA Four-Diamond restaurant for nine years. The initial Four-Diamond recognition in 2004 was only the beginning as, under Chef Absenger's leadership, Cygnus 27 has been named Restaurant of the Year by Grand Rapids Magazine three times. In 2010, the Michigan Lodging and Tourism Association awarded Chef Absenger the Stars of the Industry Culinary Employee of the Year Award for excellence in the Michigan lodging and tourism industry. Chef Absenger has been with the Amway Grand Plaza for 10 years. A 20-year culinary industry veteran, he has held posts at Alpenrose Restaurant & Cafe in Holland, MI as chef de cuisine and executive chef, and at the Grand Hotel in Mackinac Island, MI where he worked in various positions ranging from chef tournant to banquet chef. Chef Absenger also honed his skills at the Hyatt Regency Scottsdale Resort and Spa at Gainey Ranch in Scottsdale, AZ and at the Hotel Gasthof Gramshammer in Vail, CO. Before joining the culinary team at the Amway Grand Plaza, Chef Absenger was an entrepreneur and operated an organic smoothie bar, Juz C, in Grand Haven, MI. As the owner, he developed the menu, concept, and theme of this healthy establishment from 2001-2003. In his native Austria, Chef Absenger completed a four-year apprenticeship at the Hotel Goldener Ochs in Melk, Austria and attended chef school at Landesberufsschule für das Gastgewerbe in Waldegg, Austria. He later served as a chef in the Austrian military at one of its hospitals in Wien-Stammersdorf before moving to the United States in 1988. A chef by trade and a scientist at heart, Chef Absenger's true passion lies with studying the modulatory effects nutrition and other mind-body treatments have on cancer patients. In 2008, Chef Absenger earned his Bachelor of Science degree in alternative medicine from Everglades University in Boca Raton, FL. In 2010, he earned his Masters of Science in human nutrition from Bridgeport University in Bridgeport, CT. He is currently working towards a Doctorate in mind-body medicine from Saybrook University in San Francisco, CA. As a member of the executive board for the Greater Grand Rapids Food Systems Council, Chef Absenger helped to develop the Cultivating Urban Seeds of Prosperity (CUSP) program in 2007. The organization supports local farmers by providing a market for urban growers to sell their produce to restaurants and other outlets.

Mr. Absenger can be contacted at 616-774-2000 or WAbsenger@amwaygrand.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.