Today's Hotelier - September 2017 - 27

 7-MINUTE READING TIME

Staying Ahead

of the

Curve

Lionstone Development has spent five decades innovating
and improving the guest experience.
Q&A with DIEGO LOWENSTEIN

LIONSTONE DEVELOPMENT HAS BEEN
AROUND FOR MORE THAN 50 YEARS. HOW
HAVE LUXURY HOSPITALITY AND GUEST
EXPECTATIONS EVOLVED IN THE PAST FIVE
DECADES? HOW DO YOU KEEP YOUR LUXURY
PROPERTIES FRESH AND INNOVATIVE
TO MEET THE CHANGING DEMANDS?

GUESTS, TODAY, WANT TO CUSTOMIZE
THEIR OWN EXPERIENCE WITH THE LATEST
TECHNOLOGY. HOW CAN HOTEL OWNERS AND
DEVELOPERS STAY ON TOP OF TECHNOLOGY,
PARTICULARLY WITH OLDER PROPERTIES, AND
HOW DO YOU STRIKE A BALANCE BETWEEN
TECH AND MAINTAIN HUMAN INTERACTION?

Today, luxury has a different meaning than it did in the past,
thanks in part to the growing millennial generation and its
influence. The old-world, European approach to luxury has
given way to a more laid-back style that celebrates properties that deliver luxury - services, amenities, finishes - in an
atmosphere of "unbuttoned elegance," where guests can relax
and be comfortable. However, as a hotel owner, it's important
to make sure a property appeals to all age groups, so offering
guests the best of both worlds is key.
For example, in 2004, the renovated Ritz-Carlton South Beach
opened offering a fabulous, more causal version of luxury than
was typically associated with the brand at the time, including
a portfolio of contemporary art curated by my mother, Diana.
We went through a significant room renovation and redesign
in 2012 and, most recently, invested more than $3 million to
renovate the spa. This way, we can continue to offer travelers
an even more luxurious experience complete with brand new
saunas, steam rooms and relaxation areas.
The way to stay fresh and innovative is to constantly evolve
and improve. Never rest on your laurels and always look to
refresh, reimagine and revitalize common areas, guest rooms
and amenities to enhance the guest experience.

We're living in an increasingly connected and digital world,
and guests want the latest and greatest technology available
during their hotel stays, so it's important for owners to ensure
their hotel meets those demands. Whether the property is a
new build or conversion, owners need to carefully consider
the desired tech and plan for the short and long term. Staying
ahead of the curve means integrating wireless wherever possible to set your property up for the future and constantly
evaluating your systems and vendors to ensure that they will
be able to service your property for the long-haul. If your systems and vendors are not easily upgradeable and adaptable,
you will not be able to take advantage of innovative technology
as it becomes available.
Now, in hospitality, striking a balance between technology
and human interaction is an incredibly important aspect of
elevating the guest experience. Tech allows for guests to
customize their experience and streamline basic functions,
but hoteliers should never lose sight of delivering exceptional
customer service and a human connection. Case in point, our
Virgin Hotel in Chicago offers guests an app that allows them
to check in without stopping at the front desk and control
everything in their rooms from changing media channels
TODAYSHOTELIER.COM | SEPTEMBER 2017 | 27


http://www.TODAYSHOTELIER.COM

Table of Contents for the Digital Edition of Today's Hotelier - September 2017

Our National Parks: Still Beautiful but in Need of Repairs
Sustainability Steadily Becoming Part of Lodging Industry Dna
Energy Efficiency Good for Wallet – and Guests
Aahoa Interview
Technology
There’s More to Led Conversions Than Just Cost Savings
Case Study
Aahoa Interview
Small Business
Housekeeping
Property Taxes
Leadership
Marketing
Finance q&a
Back of the House
Final Thoughts
Letter From the Chairman
Letter From the President & CEO
Aahoa Founding Members
Aahoa @ Industry
Classifieds
Advertiser Index
Today's Hotelier - September 2017 - intro
Today's Hotelier - September 2017 - cover1
Today's Hotelier - September 2017 - cover2
Today's Hotelier - September 2017 - 3
Today's Hotelier - September 2017 - 4
Today's Hotelier - September 2017 - 5
Today's Hotelier - September 2017 - 6
Today's Hotelier - September 2017 - 7
Today's Hotelier - September 2017 - 8
Today's Hotelier - September 2017 - 9
Today's Hotelier - September 2017 - Letter From the Chairman
Today's Hotelier - September 2017 - 11
Today's Hotelier - September 2017 - Letter From the President & CEO
Today's Hotelier - September 2017 - 13
Today's Hotelier - September 2017 - Our National Parks: Still Beautiful but in Need of Repairs
Today's Hotelier - September 2017 - 15
Today's Hotelier - September 2017 - Sustainability Steadily Becoming Part of Lodging Industry Dna
Today's Hotelier - September 2017 - 17
Today's Hotelier - September 2017 - 18
Today's Hotelier - September 2017 - 19
Today's Hotelier - September 2017 - 20
Today's Hotelier - September 2017 - 21
Today's Hotelier - September 2017 - Energy Efficiency Good for Wallet – and Guests
Today's Hotelier - September 2017 - 23
Today's Hotelier - September 2017 - 24
Today's Hotelier - September 2017 - 25
Today's Hotelier - September 2017 - Aahoa Interview
Today's Hotelier - September 2017 - 27
Today's Hotelier - September 2017 - 28
Today's Hotelier - September 2017 - 29
Today's Hotelier - September 2017 - Technology
Today's Hotelier - September 2017 - 31
Today's Hotelier - September 2017 - There’s More to Led Conversions Than Just Cost Savings
Today's Hotelier - September 2017 - 33
Today's Hotelier - September 2017 - 34
Today's Hotelier - September 2017 - 35
Today's Hotelier - September 2017 - Case Study
Today's Hotelier - September 2017 - 37
Today's Hotelier - September 2017 - Aahoa Interview
Today's Hotelier - September 2017 - 39
Today's Hotelier - September 2017 - Small Business
Today's Hotelier - September 2017 - 41
Today's Hotelier - September 2017 - Housekeeping
Today's Hotelier - September 2017 - 43
Today's Hotelier - September 2017 - Property Taxes
Today's Hotelier - September 2017 - 45
Today's Hotelier - September 2017 - Leadership
Today's Hotelier - September 2017 - 47
Today's Hotelier - September 2017 - 48
Today's Hotelier - September 2017 - 49
Today's Hotelier - September 2017 - Marketing
Today's Hotelier - September 2017 - 51
Today's Hotelier - September 2017 - 52
Today's Hotelier - September 2017 - 53
Today's Hotelier - September 2017 - Finance q&a
Today's Hotelier - September 2017 - 55
Today's Hotelier - September 2017 - Back of the House
Today's Hotelier - September 2017 - 57
Today's Hotelier - September 2017 - 58
Today's Hotelier - September 2017 - 59
Today's Hotelier - September 2017 - Aahoa Founding Members
Today's Hotelier - September 2017 - 61
Today's Hotelier - September 2017 - Aahoa @ Industry
Today's Hotelier - September 2017 - 63
Today's Hotelier - September 2017 - 64
Today's Hotelier - September 2017 - Classifieds
Today's Hotelier - September 2017 - 66
Today's Hotelier - September 2017 - 67
Today's Hotelier - September 2017 - 68
Today's Hotelier - September 2017 - 69
Today's Hotelier - September 2017 - 70
Today's Hotelier - September 2017 - 71
Today's Hotelier - September 2017 - 72
Today's Hotelier - September 2017 - 73
Today's Hotelier - September 2017 - 74
Today's Hotelier - September 2017 - Advertiser Index
Today's Hotelier - September 2017 - Final Thoughts
Today's Hotelier - September 2017 - 77
Today's Hotelier - September 2017 - 78
Today's Hotelier - September 2017 - cover3
Today's Hotelier - September 2017 - cover4
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