Mr. Houdre

Herve Houdre

Regional Director of Operations & General Manager

Intercontinental New York Barclay

One of Europe and America’s most respected hoteliers, Hervé Houdré began his tenure as Regional Director of Operations and General Manager of the InterContinental New York Barclay in October of 2009. Prior to this, he held the position of General Manager of the Willard InterContinental Washington D.C. since 2004. Before coming to the United States Mr.Houdré was Chief Operating Officer of Kempinski Hotels & resorts and General Manager of famed Parisian hotels, the Plaza Athénée and the Hôtel de Crillon.

Mr. Houdré was named "2006 Independent Hotelier of the World" by HOTELS magazine. He serves on the Boards and Executive Committees of the NYC Hotel Association and NYC & Company (Convention & Visitors Bureau) as well as on the Board of GSTC (Global Sustainable Tourism Council). A leader in Sustainable Hospitality.

Mr. Houdré published Sustainable Hospitality©, a white paper utilized by Cornell University’s Center for Hospitality Research. He has co-edited a book named Hotel Sustainable Development: Principles and Best Practices, published in 2011 by American Hotel & Lodging Educational Institute, together with Prof AJ Singh from Michigan State University.

Mr. Houdré recently joined the Environment and Engineering Committee of AH&LA (American Hotel & Lodging Association). Mr. Houdré’s efforts have been highlighted in a broad array of media in the US and abroad. His leadership achieved the 2009 Condé Nast Traveler World Savers Award, 2009 DC Mayor’s Award for Environmental Excellence and DC Chamber of Commerce 2009 Business of the Year. He received the New York chapter Hospitality Sales & Marketing Association International 2012 General Manager of the year award.

Mr. Houdre can be contacted at 212-906-3100 or herve.houdre@ihg.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.