Editorial Board   Guest Author

Mr. Heroian

Menze Heroian

Vice President, Tishman Hotels & Realty

Menze Heroian is the Vice President of Tishman Hotels & Realty, a company headquartered in New york and comprised of a diversified staff of experienced real estate, financial and hotel management specialists, and complemented by a technical staff of architects, engineers and construction management professionals. THR typically manages all components of its projects, from feasibility, design, budgeting, financing and development management to ongoing property and asset management. Mr. Heroian began his career with Westin Hotels in 1983 opening three consecutive hotels to include The Westin Copley Place, The Westin Maui and the Walt Disney World Swan, all in food and beverage operations before departing to Las Vegas taking on the position of Director of Food and Beverage at the legendary Caesars Palace. In 1998 he moved back to Orlando as the Director of Catering for the 1200 room Dolphin Hotel located in the heart of Walt Disney World. Starwood Hotels and Resorts acquired the Sheraton brand and Mr. Heroian became the Director of Catering for the Swan and Dolphin, two hotels with accumulated meeting space of over 350,000 sq. ft. Shortly thereafter he was promoted to Director of Food and Beverage responsible for the entire food and beverage operation which included Catering, Banquets and 17 outlets. In 2004 he joined the Tishman Hotel Group in his current posiiton. Mr. Heroian currently resides in Orlando, Florida

Mr. Heroian can be contacted at 212-399-3617 or mheroian@tishman.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.