Mr. Fears

Bruce Fears

President

ARAMARK Harrison Lodging

As President, ARAMARK Harrison Lodging, Bruce Fears is responsible for ARAMARK's operations at over 50 conference centers, corporate training centers and specialty hotels in educational environments, as well as 14 state parks and other resort operations across the United States. He returned to ARAMARK in May 2005 as Executive Vice President, ARAMARK Parks and Resorts. He assumed his current position in October 2005, following the integration of ARAMARK's conference center and corporate training business with its parks and resorts business.

Mr. Fears has more than 30 years of experience in the hospitality industry. He first joined ARAMARK in 1974 as food and beverage manager of the Skyland Lodge of Shenandoah National Park in Luray, Virginia. During his first tenure with ARAMARK, Bruce rose to the level of vice president, western region. In addition to his parks and resorts responsibilities, he was an integral part of ARAMARK's management team at the 1980 Winter Olympics in Lake Placid.

Prior to rejoining ARAMARK, he was president of Delaware North Companies Parks and Resorts. In this role, he grew the business to 17 locations across the United States and Canada.

Mr. Fears received his bachelor's of arts degree from Bridgewater College in Virginia and continued through programs at University of London's School of Economics and University of Florida's School of Management. He currently sits on the National Board of the Travel Industry of America and is a founder of the Grand Circle Association. He previously served on the California State Park concessioners board, has testified before Congress on National Park Concession Policy and was the sole U.S. presenter at the World Congress of Parks in Durban, South Africa in 2004.

Mr. Fears can be contacted at 425-957-9708 or fears-bruce@aramark.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. 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.