Today's Hotelier - March 2018 - 50

GUEST EXPERIENCE
CUSTOMER SERVICE

DEFINING
FIVE-STAR
CUSTOMER
SERVICE
LEADERSHIP
by MICAH SOLOMON

M

OST OF THE TIME,
Daniel Hostettler
manages to look
and sound the
part of a cultured,
Sw iss-educated
hospitality professional. (Picture John
Le Carré's elegant and impeccable
Night Manager without, to my knowledge, the international arms intrigue.)
But he transforms into something
alarmingly like a macho armed forces
recruiter, reverse psychology and all,
when he speaks to applicants who are
considering a position at Ocean House,
the triple-five star resort he helms, a
yellow-clad Victorian wooden pleasure
structure that rises high above a pristine
strip of southern Rhode Island seashore.
(A quick primer on those stars: that's
15 stars, awarded by Forbes: five for
food, five for lodging and five for the

50  | MARCH 2018 | TODAYSHOTELIER.COM

Get inspiration from
Daniel Hostettler, Ocean House/
OHM president and incoming
Relais & Chateaux North America
president, who shares his secrets
for unsurpassed customer service.
PHOTOS COURTESY OF OCEAN HOUSE

spa. There are only 11 properties in the
world with 15 stars, and fewer than half
that number are, like Ocean House, independently owned and operated.)
Overhearing Hostettler giving the talk
to someone who wants to work here,
you'll hear him deliver a hefty dose of
discouragement. To hear him tell it,
working here is the toughest job in the
industry. "If you just want to work pretty
hard and do a pretty good job, you're
clearly qualified and there are literally
a million other positions in the hospitality industry that would work out
for you." But that's not the way things
are done, he continues, here at Ocean
House, or at its sister property, the outdoorsy Weekapaug Inn down the road,
or at The Blantyre, a smaller five star
property in the Berkshire mountains
of Massachusetts that Hostettler and
his OHM management team assume

management of this winter. Working
here requires an employee to never
have an off day, at least not in a way
that is discernible to guests. You have
to bring your A-game every single day,
Hostettler says, because the guests
here are sophisticated, well-traveled
and expecting perfection. And because
maintaining a five-star rating requires
a score in the 90s on a Forbes inspection
that can come at absolutely any time.
(All three OHM properties are also subject to stringent inspections as member properties of Relais & Chateaux,
the iconic association of independent
luxury inns and restaurants. Hostettler
will be assuming the North American
presidency of the Relais & Chateaux
organization in 2018, taking the reins
from storied restaurateur and innkeeper Patrick O'Connell of The Inn at
Little Washington, who has headed the


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Table of Contents for the Digital Edition of Today's Hotelier - March 2018

Letter From the Chairman
Letter From the President & CEO
#AAHOACON18 Spotlight
Government Affairs & Advocacy
The C-Suite
Common Ground
Elevate Yourself to a Higher Role in the Industry
Next-Level Housekeeping via Technology
Mentoring Matters
Small Business
Finance
Marketing
Technology
Compliance & Legal
Leadership
Guest Experience
Aahoa Founding Members
Classifieds
Advertiser Index
Back of the House
Today's Hotelier - March 2018 - Intro
Today's Hotelier - March 2018 - cover1
Today's Hotelier - March 2018 - cover2
Today's Hotelier - March 2018 - 3
Today's Hotelier - March 2018 - 4
Today's Hotelier - March 2018 - 5
Today's Hotelier - March 2018 - 6
Today's Hotelier - March 2018 - 7
Today's Hotelier - March 2018 - 8
Today's Hotelier - March 2018 - 9
Today's Hotelier - March 2018 - Letter From the Chairman
Today's Hotelier - March 2018 - 11
Today's Hotelier - March 2018 - Letter From the President & CEO
Today's Hotelier - March 2018 - 13
Today's Hotelier - March 2018 - #AAHOACON18 Spotlight
Today's Hotelier - March 2018 - 15
Today's Hotelier - March 2018 - 16
Today's Hotelier - March 2018 - 17
Today's Hotelier - March 2018 - Government Affairs & Advocacy
Today's Hotelier - March 2018 - 19
Today's Hotelier - March 2018 - The C-Suite
Today's Hotelier - March 2018 - 21
Today's Hotelier - March 2018 - Common Ground
Today's Hotelier - March 2018 - 23
Today's Hotelier - March 2018 - Elevate Yourself to a Higher Role in the Industry
Today's Hotelier - March 2018 - 25
Today's Hotelier - March 2018 - 26
Today's Hotelier - March 2018 - 27
Today's Hotelier - March 2018 - Next-Level Housekeeping via Technology
Today's Hotelier - March 2018 - 29
Today's Hotelier - March 2018 - 30
Today's Hotelier - March 2018 - 31
Today's Hotelier - March 2018 - Mentoring Matters
Today's Hotelier - March 2018 - 33
Today's Hotelier - March 2018 - 34
Today's Hotelier - March 2018 - 35
Today's Hotelier - March 2018 - Small Business
Today's Hotelier - March 2018 - 37
Today's Hotelier - March 2018 - Finance
Today's Hotelier - March 2018 - 39
Today's Hotelier - March 2018 - Marketing
Today's Hotelier - March 2018 - 41
Today's Hotelier - March 2018 - Technology
Today's Hotelier - March 2018 - 43
Today's Hotelier - March 2018 - Compliance & Legal
Today's Hotelier - March 2018 - 45
Today's Hotelier - March 2018 - Leadership
Today's Hotelier - March 2018 - 47
Today's Hotelier - March 2018 - 48
Today's Hotelier - March 2018 - 49
Today's Hotelier - March 2018 - Guest Experience
Today's Hotelier - March 2018 - 51
Today's Hotelier - March 2018 - 52
Today's Hotelier - March 2018 - 53
Today's Hotelier - March 2018 - Aahoa Founding Members
Today's Hotelier - March 2018 - 55
Today's Hotelier - March 2018 - Classifieds
Today's Hotelier - March 2018 - 57
Today's Hotelier - March 2018 - 58
Today's Hotelier - March 2018 - 59
Today's Hotelier - March 2018 - 60
Today's Hotelier - March 2018 - 61
Today's Hotelier - March 2018 - 62
Today's Hotelier - March 2018 - Advertiser Index
Today's Hotelier - March 2018 - 64
Today's Hotelier - March 2018 - Back of the House
Today's Hotelier - March 2018 - 66
Today's Hotelier - March 2018 - cover3
Today's Hotelier - March 2018 - cover4
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