Luxury Hotelier - April 2008 - (Page 27)

When you’re starting something from scratch, you always feel like you’re going to forget something. [Luxury guests] are people that have high expectations. Whenever you’re dealing with individuals with over-the-top demands and needs, our constant challenge is to outpace them. -Jim Petrus, chief operating officer, Trump Hotel Collection A list to grow on Announced developments for the Trump brand: Trump SoHo Hotel Condominium New York Trump International Hotel & Tower Ft. Lauderdale Trump International Hotel & Tower Waikiki Trump International Hotel & Tower Toronto Trump Ocean Club International Hotel & Tower Panama Trump Ocean Resort Baja Trump at Cap Cana Trump International Hotel & Tower Palm Jumeirah Trump Scotland resort is to be on a one-on-one, first-name basis with residents and guests.” The Attaché program is designed to find out what makes guests tick, and what the hotel staff needs to know prior to arrival, according to Mr. Petrus. It’s a philosophy that has to be cultivated, Mr. Shalit says. And there’s no better time than before the hotel opens. “The five-star level of service is experiential,” he says. “We’re taking it out of the site and saying, ‘You are a deliverer of experience.’ It’s the difference between, ‘Would you like help?’ or ‘Let me take care of that.’” Trump Las Vegas uses Master Connection Associates to deliver the Trump brand message during orientation. Luxury retreat The hotel is promoted as a respite from the hustle and bustle of typical Las Vegas hotel-casinos. Without gambling or nightclubs, The Trump has a more resort feel and, incidentally, is located a stone’s throw from The Strip, says Jim Palank, vice president, sales and marketing, who has been touting its standout characteristics to the market. “Our architecture, art and makeup are different. We are a nonsmoking, nongaming resort that happens to be in Las Vegas,” he says. Additionally, every guest will get the personalized treatment. “We don’t care if you spend a million dollars in the casino, everyone is a VIP,” Mr. Palank says. “Not all hotels [in Las Vegas] can say that, because guests are rated on how much they spend/lose in the casino.” The leadership team takes a “delivering service from the heart” mentality, Mr. Shalit says. And how will this be executed at Trump Las Vegas every day? “It’s about setting up policies and procedures that are repeatable, with every guest,” Mr. Shalit says. “We will take the time to do it right.” — InfoConcierge FOR MORE INFORMATION: Design 360: www.design-360.com Bergman, Walls & Assoc.: www.bwaltd.com Kate Somerville: www.katesomerville.com Shiffa: www.shiffa.com House of Uniforms: www.houseofuniforms.net Master Connection Associates: www. masterconnection.com » www.LuxuryHotelier.com | April 2008 | Luxury Hotelier http://www.design-360.com http://www.bwaltd.com http://www.katesomerville.com http://www.shiffa.com http://www.houseofuniforms.net http://masterconnection.com http://masterconnection.com http://www.LuxuryHotelier.com

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Luxury Hotelier - April 2008 Contents Editor's Letter Inform Network Personalities Insight Properties Inspire Deliver Innovate Development Indulge Advertisers Index Editorial Index Source Listing Dossier

Luxury Hotelier - April 2008

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