Mr. Scott

Lester Scott

Managing Director

Carillon Miami Beach

International hotelier Lester Scott refuses to settle for anything less than extraordinary. Which is perfect, because that’s exactly what Carillon Miami Beach needs – a leader who can extract every ounce of potential from an untapped North Beach property and create an unexpectedly exceptional product that rivals any on Miami Beach.

Before arriving in Miami, a place that he says truly feels like home to him, Mr. Scott spent the last 10 years with Capella Hotel Group, the luxury hotel management group founded by Mr. Scott’s mentor and dear friend, Mr. Hortz Schulze (the former President and CEO of Ritz-Carlton). Most recently, he oversaw $1 billion in hotel assets across five properties in China, while simultaneously assisting in the opening and development of new projects.

Now, as Managing Director of the 110 all-suite Carillon Miami Beach hotel and its 580 residences, Mr. Scott has taken the reigns to rebrand and reignite the fire underneath an iconic landmark that has populated Miami’s sands since 1958. He’s ready to re-define the meaning of “luxury,” a word that to him, has become ubiquitous with false exaggerations or sterile atmospheres. “Luxury,” he says, “should be intuitive, personalized and whatever the customer wants it to be. Anything else is not true luxury.”

Mr. Scott says that he was always destined for the hospitality business. Even as an inner-city kid from Missouri starting out in the housekeeping department at the Hyatt Regency, Kansas City, MO, he knew that this was his calling. Now, with a championed belt of Five-Star, Four-Diamond, top-rated properties on his resume, there’s no sign of slowing him down. Maybe only to catch a game of golf or to watch The Royals or Chiefs play. Otherwise, it’s full speed ahead as he carefully crafts his poised, emotion-evoking Carillon brand that, in due time, he’ll be replicating globally. Never a dull moment for Lester Scott.

Please visit http://www.carillon.com for more information.

Mr. Scott can be contacted at 866-800-3858 or lester.scott@carillon.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 – 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. It’s 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. It’s 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.