Luxury Hotelier - November 2007 - (Page 31) Properties | 31 The Ritz-Carlton, Moscow, discovers what it takes to exceed expectations in Eastern Europe » BY LAUREN PRICE ALL PHOTOS: THE RITZ-CARLTON HOTELS & RESORTS MOSCOW A front-row seat to L ike many general managers who crave the opportunity to serve affluent guests around the globe, Oliver Eller has experienced the world, thanks to luxury hotels. Mr. Eller’s latest endeavor is the Ritz-Carlton, Moscow, the first Eastern European hotel in the brand’s portfolio. The experience has been an eye-opening and rewarding one. To launch the hotel, executives began planning several years ago. With the area viewed as a booming market by most luxury hoteliers, expectations were high. Mr. Eller, who has operated hotels from Buenos Aires to Bahrain, says he expected doing business in Russia would be quite different than what he was used to. “I was actually surprised that it wasn’t,” he says. Mr. Eller says he was astonished, in fact, by how scrupulous Moscow officials were in certain respects. “To be honest, the Russians far surpass even the United States when it comes to life and safety systems,” he says. “When it came to staffing, I was equally impressed by the level of professionalism among Moscow’s younger generation. They’re smart, energetic, well educated and, more often than not, speak English. It’s a great labor market. As a matter of fact, Moscow has zero percent unemployment—and though there aren’t many unions, the labor laws are very pro-employee,” he says. Mr. Eller adds that a lot of time is devoted to training the property’s new employees. Irina Karkach, the hotel’s director of human resources, agrees. “Every employee receives more than 120 hours of training per year.” Mr. Eller says the property has fared well in a market it shares with luxury www.LuxuryHotelier.com | November 2007 | Luxury Hotelier http://www.LuxuryHotelier.com
Table of Contents Feed for the Digital Edition of Luxury Hotelier - November 2007 Luxury Hotelier - November 2007 Contents Editor's Letter Publisher's Letter Inform: News and Notes Network: People Personalities: Traditional Innovator Insight: Smith Travel Research / The Bench Insight: Ypartnership Properties: A Front-Row Seat to Moscow Properties: Northern Star Inspire: Outdoor Showers Deliver: Wellness and Fitness Protocols: The Real Deal Insight: Cornell University Innovate: In-Room Technology Development: Global Project Pipeline Indulge: Coffee and Tea Insight: Ecole hôtelière de Lausanne Connect: Regional Marketing Update: IH/M&RS Luxury Product Collection Dossier: Davide Bertilaccio of The Rocco Forte Collection’s Le Richemond Luxury Hotelier - November 2007 Luxury Hotelier - November 2007 - Luxury Hotelier - November 2007 (Page Cover1) Luxury Hotelier - November 2007 - Luxury Hotelier - November 2007 (Page Cover2) Luxury Hotelier - November 2007 - Contents (Page 1) Luxury Hotelier - November 2007 - Contents (Page 2) Luxury Hotelier - November 2007 - Contents (Page 3) Luxury Hotelier - November 2007 - Editor's Letter (Page 4) Luxury Hotelier - November 2007 - Editor's Letter (Page 5) Luxury Hotelier - November 2007 - Publisher's Letter (Page 6) Luxury Hotelier - November 2007 - Publisher's Letter (Page 7) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 8) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 9) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 10) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 11) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 12) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 13) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 14) Luxury Hotelier - November 2007 - Inform: News and Notes (Page 15) Luxury Hotelier - November 2007 - Network: People (Page 16) Luxury Hotelier - November 2007 - Network: People (Page 17) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 18) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 19) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 20) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 21) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 22) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 23) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 24) Luxury Hotelier - November 2007 - Personalities: Traditional Innovator (Page 25) Luxury Hotelier - November 2007 - Insight: Smith Travel Research / The Bench (Page 26) Luxury Hotelier - November 2007 - Insight: Smith Travel Research / The Bench (Page 27) Luxury Hotelier - November 2007 - Insight: Ypartnership (Page 28) Luxury Hotelier - November 2007 - Insight: Ypartnership (Page 29) Luxury Hotelier - November 2007 - Properties: A Front-Row Seat to Moscow (Page 30) Luxury Hotelier - November 2007 - Properties: A Front-Row Seat to Moscow (Page 31) Luxury Hotelier - November 2007 - Properties: A Front-Row Seat to Moscow (Page 32) Luxury Hotelier - November 2007 - Properties: A Front-Row Seat to Moscow (Page 33) Luxury Hotelier - November 2007 - Properties: A Front-Row Seat to Moscow (Page 34) Luxury Hotelier - November 2007 - Properties: A Front-Row Seat to Moscow (Page 35) Luxury Hotelier - November 2007 - Properties: Northern Star (Page 36) Luxury Hotelier - November 2007 - Properties: Northern Star (Page 37) Luxury Hotelier - November 2007 - Inspire: Outdoor Showers (Page 38) Luxury Hotelier - November 2007 - Inspire: Outdoor Showers (Page 39) Luxury Hotelier - November 2007 - Inspire: Outdoor Showers (Page 40) Luxury Hotelier - November 2007 - Inspire: Outdoor Showers (Page 41) Luxury Hotelier - November 2007 - Deliver: Wellness and Fitness (Page 42) Luxury Hotelier - November 2007 - Deliver: Wellness and Fitness (Page 43) Luxury Hotelier - November 2007 - Deliver: Wellness and Fitness (Page 44) Luxury Hotelier - November 2007 - Deliver: Wellness and Fitness (Page 45) Luxury Hotelier - November 2007 - Protocols: The Real Deal (Page 46) Luxury Hotelier - November 2007 - Protocols: The Real Deal (Page 47) Luxury Hotelier - November 2007 - Protocols: The Real Deal (Page 48) Luxury Hotelier - November 2007 - Protocols: The Real Deal (Page 49) Luxury Hotelier - November 2007 - Protocols: The Real Deal (Page 50) Luxury Hotelier - November 2007 - Protocols: The Real Deal (Page 51) Luxury Hotelier - November 2007 - Insight: Cornell University (Page 52) Luxury Hotelier - November 2007 - Insight: Cornell University (Page 53) Luxury Hotelier - November 2007 - Innovate: In-Room Technology (Page 54) Luxury Hotelier - November 2007 - Innovate: In-Room Technology (Page 55) Luxury Hotelier - November 2007 - Innovate: In-Room Technology (Page 56) Luxury Hotelier - November 2007 - Innovate: In-Room Technology (Page 57) Luxury Hotelier - November 2007 - Development: Global Project Pipeline (Page 58) Luxury Hotelier - November 2007 - Development: Global Project Pipeline (Page 59) Luxury Hotelier - November 2007 - Indulge: Coffee and Tea (Page 60) Luxury Hotelier - November 2007 - Indulge: Coffee and Tea (Page 61) Luxury Hotelier - November 2007 - Indulge: Coffee and Tea (Page 62) Luxury Hotelier - November 2007 - Indulge: Coffee and Tea (Page 63) Luxury Hotelier - November 2007 - Insight: Ecole hôtelière de Lausanne (Page 64) Luxury Hotelier - November 2007 - Insight: Ecole hôtelière de Lausanne (Page 65) Luxury Hotelier - November 2007 - Connect: Regional Marketing (Page 66) Luxury Hotelier - November 2007 - Connect: Regional Marketing (Page 67) Luxury Hotelier - November 2007 - Update: IH/M&RS Luxury Product Collection (Page 68) Luxury Hotelier - November 2007 - Update: IH/M&RS Luxury Product Collection (Page 69) Luxury Hotelier - November 2007 - Update: IH/M&RS Luxury Product Collection (Page 70) Luxury Hotelier - November 2007 - Update: IH/M&RS Luxury Product Collection (Page 71) Luxury Hotelier - November 2007 - Dossier: Davide Bertilaccio of The Rocco Forte Collection’s Le Richemond (Page 72) Luxury Hotelier - November 2007 - Dossier: Davide Bertilaccio of The Rocco Forte Collection’s Le Richemond (Page Cover3) Luxury Hotelier - November 2007 - Dossier: Davide Bertilaccio of The Rocco Forte Collection’s Le Richemond (Page Cover4)
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