Mr. Van Emmenes

Michael Van Emmenes

Director, Food & Beverage

Landsdowne Resort

Born in South Africa, with a passion for food/beverage, service and travel, Michael Van Emmenes left his country and jumped on cruise ships to travel gain exposure to various cultures, customs and people. He was very fortunate enough to travel through Alaska, the Caribbean, Mexico, and the Mediterranean. All ports of call offering him new insight into various foods, beverages and service levels. Post cruise ships, Mr. Van Emmenes knew the importance of an education and attended the Swiss Hotel Management School in Caux, Switzerland studying Hotel Management with a specialty in Events.

While attending college he was fortunate enough to land internships at the prestigious Lausanne Palace in Switzerland and then at the One&Only Royal Mirage in Dubai (part of the Kerzner Collection). After graduating Mr. Van Emmenes secured a position at the Hilton Atlanta where he honed his service skills; while working there he had opportunities to travel and assist various sister properties (including opening of the Hilton Fort Lauderdale Beach Resort).

After 3 years in Atlanta Mr. Van Emmenes received a promotion and moved to Chicago where he worked at the historic Palmer House Hilton; assisting the hotel through the $200m renovation of the hotel and creating the hotels new concept restaurant and bar. Mr. Van Emmenes was then asked to join the opening team at the Hilton Orlando Convention Center. The hotel won the Connie Award for best service within the company an accomplishment he believes is from the execution of hiring the right team for the perfect job.

Mr. Van Emmenes has now settled down in Northern Virginia at Lansdowne Resort as Director of Food and Beverage and hopes to bring his service culture, personality and passion for the industry to his new found home.

Mr. Van Emmenes can be contacted at 703-858-2107 or mvanemmenes@benchmarkmanagement.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. Its 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. Its 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.