Editorial Board   Guest Author

Mr. Wilhelm

Sam Wilhelm

Chef Concierge, Four Seasons Resort Maui at Wailea

Chef Concierge Sam Wilhelm has been immersed in the hospitality industry since he can remember. Born and raised in the quaint town of Hana, the namesake of Maui's most notorious road trip, Wilhelm's father was a Director of Food & Beverage at the Hotel Hana and his mother was a Front Office Manager. "Growing up, I was always at the hotel. My sisters even danced hula there," recalls Mr. Wilhelm. "And when we weren't there, we were having guests over to our home for dinner." Mr. Wilhelm still exudes the aloha spirit instilled in his childhood, and much of his focus at Four Seasons Resort Maui relates to showing his guests the beauty of the island and its native people. The young chef concierge swiftly navigated up through the hotel ranks. At age 15, he became a concierge agent at Hotel Hana. After graduating high school, he moved into the Food & Beverage department. Three years later, he moved from Hana to the luxury resort area of Wailea, Maui, taking a position as a front desk agent at the Fairmont Kea Lani, where he stayed for five years, advancing to chef concierge. In 2011, Mr. Wilhelm joined Four Seasons "I wanted be part of the best," he says. A year later, he was promoted to chef concierge, heading the largest team of concierge in the company. Mr. Wilhelm also holds the coveted golden keys of the Les Clef d'Or, which he earned in 2009. He regularly attends the association's annual congress meetings, developing initiatives to bring back to his island home and growing his network of his peers-the best of the best in the business. "My goal at the resort is twofold: first, to provide guests with a level of service that exceeds their expectations; second, to show them the real Maui, the one that I grew up with and that they can take home with them in the form of lifelong memories." When Mr. Wilhelm is not behind the desk, he enjoys experiencing all his island home has to offer. He can often be found with family and friends, relaxing at the beach or dining at the island's most revered eateries-from chef's tables to holes-in-the-wall.

Mr. Wilhelm can be contacted at 808- 874-8000 or sam.wilhelm@fourseasons.com

Coming up in February 2020...

Social Media: Social Listening Tools

The reach and influence of social media is staggering. Nearly 3 billion people use social media daily, posting a range of messages, selfies, images, and everything in-between. According to HubSpot, almost 4 million posts are uploaded to the major social networks every single minute! That's an astounding amount of content and it is crucial for hotels to skillfully use social media in order to effectively compete. From establishing a suitable brand identity and voice to creating content across all the major networks (Facebook, Twitter, Instagram, Pinterest, etc.), the goal is to actively engage consumers and to eventually convert them to customers. Some hotels are initiating online contests as a way to attract new customers, while others are rewarding customers with discounts who subscribe to the their email lists or follow their social media pages. Another recent strategy is to employ social media listening tools that track what people are posting online about their businesses. These tools allow hotels to monitor - or listen to - what's being said about a brand across the entire social web, and this can prove to be very valuable, unfiltered information. Social listening permits hotels to be aware of people's opinions about their business, industry or competitors, and some of these tools even listen beyond social media platforms. They also monitor publicly available information on blogs, forums, news outlets and websites. Some listening tools are more focused on gathering and analyzing data, while others offer more engagement-oriented features, which allow hotels to interact with people right from the platform. Often the information that is gleaned from these listening tools ends up being the most authentic, unbiased insights a business can get. The February Hotel Business Review will document what some hotels are doing to successfully integrate social media strategies into their operations.