Mr. Bernier St-Hilaire

Bruno Bernier St-Hilaire

Concierge

Le Centre Sheraton, Montréal

Bruno Bernier St-Hilaire is Concierge, and a Member of Les Clefs d’Or Canada at Le Centre Sheraton, Montréal.

Mr. Bernier St-Hilaire studied Law and Politics at the Université de Montréal in Canada and is completing a Master Certificate in Hospitality Management with the Cornell University School of Hotel Administration.

A Concierge with close to 10 years of experience, Mr. Bernier St-Hilaire started his carreer at the Fairmont Tremblant, in the province of Quebec. Shortly after, he was selected to be part of the Concierge team at Le St-James in Montreal, one of the most prestigious hotel property in Canada, where he has learned his trade.

He has since been a Concierge at Le Centre Sheraton Montréal for the past 4 years, during which he was selected for Starwood’s Associates Development Program (ADP) and assisted several departments, both Front of the House and Back of the House. This combined experience gives Mr. Bernier St-Hilaire a comprehensive knowledge of the importance of inter-departmental work cooperation and the impact it can have on the client experience.

A member of the Canadian chapter of Les Clefs d’Or, Mr. Bernier St-Hilaire is involved in his hotel’s Social Media Comittee, both as a writer for the hotel’s Social Media Presence and as a collaborator within the local group. He was featured in an article in the Montreal Scope Magazine and has most recently contributed to a television show on the Hotel Industry.

Mr. Bernier St-Hilaire can be contacted at 514-878-2000 or bruno.bernier-st-hilaire@starwoodhotels.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.