Ms. Casale

Virginia Casale

Director, Global Education

Hospitality Excellence, Inc.

Virginia Casale is an expert in ultimate guest service and an inspiring leader, teacher and guest lecturer of hospitality excellence. Her work and expertise in the hospitality and tourism industries for more than 30 years has placed her at the top of her profession.

Most recently she served as President of UICH “Les Clefs d’Or ”, the prestigious international association of the world’s best concierges. Madame Casale rose to this coveted leadership role as only the second woman to do so in 62 years and the first Canadian. Over 25 years, she promoted the management of guest service to levels beyond expectations and successfully orchestrated international congresses featuring global hospitality leaders and the top 3% of the concierge profession in Quebec City, Banff, Niagara Falls, Toronto, London and Queenstown, New Zealand. Les Clefs d’Or Canada, Austria and New Zealand awarded her with honorary membership for her leadership and service.

Virginia’s hotel experience comes from many of Montreal’s premier hotels including Chef Concierge at the first boutique hotel in the city, the Loews Hotel Vogue. At the Delta Centre-Ville she overlooked the lobby and executive floor desk and most recently led guest service at the Sofitel Montreal, a five star property. She made her concierge debut at the Hyatt Regency after serving four years at Regie des Installations Olympiques, the 1976 Olympic games.

Madame Casale was a guest lecturer at the International Concierge Institute in Montreal and Quebec City and gave courses in Conflict Resolution as well as Ethics. She has been a featured speaker at the HORECAVA Event in Amsterdam on the She –Economy, in Mumbai, India at the second national Les Clefs d’Or Congress and at programs in Japan, Los Angeles, Miami and Qatar in the Middle East. She represented Montreal Tourism at the EIBTM Conference in Frankfurt and Barcelona.

Madame Casale is a graduate of McGill University in Languages and Literature, with honours in Italian and is fluent in four languages.

Ms. Casale can be contacted at 877-436-3307 or Virginia@hospitalityexcellence.com

Coming Up In The November Online Hotel Business Review




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Feature Focus
Architecture & Design: Authentic, Interactive and Immersive
If there is one dominant trend in the field of hotel architecture and design, it’s that travelers are demanding authentic, immersive and interactive experiences. This is especially true for Millennials but Baby Boomers are seeking out meaningful experiences as well. As a result, the development of immersive travel experiences - winery resorts, culinary resorts, resorts geared toward specific sports enthusiasts - will continue to expand. Another kind of immersive experience is an urban resort – one that provides all the elements you'd expect in a luxury resort, but urbanized. The urban resort hotel is designed as a staging area where the city itself provides all the amenities, and the hotel functions as a kind of sophisticated concierge service. Another trend is a re-thinking of the hotel lobby, which has evolved into an active social hub with flexible spaces for work and play, featuring cafe?s, bars, libraries, computer stations, game rooms, and more. The goal is to make this area as interactive as possible and to bring people together, making the space less of a traditional hotel lobby and more of a contemporary gathering place. This emphasis on the lobby has also had an associated effect on the size of hotel rooms – they are getting smaller. Since most activities are designed to take place in the lobby, there is less time spent in rooms which justifies their smaller design. Finally, the wellness and ecology movements are also having a major impact on design. The industry is actively adopting standards so that new structures are not only environmentally sustainable, but also promote optimum health and well- being for the travelers who will inhabit them. These are a few of the current trends in the fields of hotel architecture and design that will be examined in the November issue of the Hotel Business Review.