Hospitality Design - May 2016 - 236

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preview

The presidential suite office at the Viceroy L'Ermitage Beverly Hills by SFA Design.

KRISTIE GOSHOW
Senior Vice President, Commercial
Viceroy Hotel Group

Did you always know you wanted to go
into the hospitality business? How did
you get started?
I didn't have a plan, but I have always loved
to travel. The turning point came while I was
working with Virgin Atlantic on the UK sales
team. It was the late 1990s and something was
bubbling with online travel that would obviously
reinvent the way in which people researched
and consumed their travel experiences. I made
a conscious decision to follow the revolution and
joined a hospitality tech company where I fell in
love with the potential for hotels and hospitality
at large.

What do you love about hotels?
Hotels are filled with stories. They are creative
spaces where great things happen. People realize
their dreams inside hotels. We have the privilege
of watching how people live and become part of
their lives for a snap moment-that's incredible
fuel for innovation and commercial strategy.
We are also a proud industry. Our work is a
vocation. Our industry attracts passionate people
whose job it is to care for their guests through
selfless acts. That sincerity and authenticity fuels
my engine. On a commercial level, there are
multiple aspects to the business where we can
evolve and innovate. No other industry affords

236

May 2016 hospitalitydesign.com

the same level of transparency into the consumer
journey. It's the ultimate engagement exercise
and it never ends.

What's one open or upcoming Viceroy
project you are most excited about?
That's a difficult question because I love all my
children equally. The recent opening of Hotel
Zeppelin was an aggressive head-to-toe facelift
of the former Prescott Hotel in San Francisco.
It's breathtaking to see the transformation of
a San Francisco legend into a vibrant, storied
playground where literally every aspect of the
hotel's history and product has been researched
and celebrated.
I get goosebumps when I think about
the reemergence of L'Ermitage as Viceroy
L'Ermitage, still the pride of Beverly Hills and
now refreshingly Viceroy. And then there is
Viceroy Palm Jumeirah Dubai, due to open
February 2017. As the largest hotel in our
portfolio, I honestly believe our guests will be
awestruck. With so many incredible 5-Star
experiences in a single city, we thought long and
hard about the white space. Ultimately, we agreed
that the city deserved a hotel influenced by and
designed for the Dubai of today.

time. Travelers can't trust their critical business
trips or precious annual vacation to people
who don't have a duty of care. We have been
investing heavily in operational tools that will
allow us to deliver the simple things brilliantly.
The first line of our company ideology is 'We are
hosts first and always.'
Value. Passive consumers don't exist
anymore. They expect us to surprise them with
thoughtful product innovation in return for the
annual increases to our rates each year.

How do you work with designers to
achieve that experience?
Viceroy invests a good deal of time thinking
through the customer journey with design
teams globally. The discussion around our
guest's journey is an epic adventure. We
incorporate elements from their lives beyond the
hotel. We are privileged to work with some of
the best design firms in the world-people who
can interpret the life of our 'would be' guests
and marry this with the physical opportunities
that a hotel asset will present. Every detail is
considered. In all honesty, all key disciplines
are part of the process, with the voice of our
customer at the center.

What are luxury guests looking for
today? How is Viceroy adapting?
Simplicity. Luxury consumers crave a brand
that values and respects their time, one that will
deliver what it has a promised on time, the first

Panel: Creating Extravagance, May 5th,
1:30-2:30 p.m.


http://www.hospitalitydesign.com

Hospitality Design - May 2016

Table of Contents for the Digital Edition of Hospitality Design - May 2016

Hospitality Design - May 2016
Contents
Online TOC
From the Editor
People: HD Summit
People: CitySCENE Atlanta
Perspectives
Sketchbook
Business Sense: Mergers
Sustainable Studio: Toscana Resort Castelfalfi
Inspiration: Zaha Hadid Superyachts
Trends: Airport Lounges
Trends: Extended Stays
Places: Austin
Places: London
Interview: Brad Wilson
Interview: Chip Conley
Interview: Alan Faena
Interview: Neil Jacobs
Interview: Pacifica Hotels
5 Questions for Dan Flannery
Products
Profile: Thom Filicia
Trends Custom Art
ICFF Preview
Wallcoverings
Textiles
Surfaces
Bath
HD Expo Preview
From the Show Director
Conference Highlights
Show Highlights
Products
Places: Las Vegas
Special Feature: Los Angeles
Projects
The Camby Hotel + Axiom Hotel
Seamarq Hotel
The Charmant Hotel
Soho Farmhouse
Generator Amsterdam
Ovolo Woolloomooloo
Rivertown Lodge
Casa Bonay
Belmond Eagle Island Lodge
Les Bains
Vandal
Talde Miami Beach
Ad Index
Back Space
Hospitality Design - May 2016 - Intro
Hospitality Design - May 2016 - Hospitality Design - May 2016
Hospitality Design - May 2016 - Cover2
Hospitality Design - May 2016 - 1
Hospitality Design - May 2016 - 2
Hospitality Design - May 2016 - 3
Hospitality Design - May 2016 - 4
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Hospitality Design - May 2016 - 24
Hospitality Design - May 2016 - Contents
Hospitality Design - May 2016 - 26
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Hospitality Design - May 2016 - 34
Hospitality Design - May 2016 - Online TOC
Hospitality Design - May 2016 - 36
Hospitality Design - May 2016 - 37
Hospitality Design - May 2016 - 38
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Hospitality Design - May 2016 - 52
Hospitality Design - May 2016 - 53
Hospitality Design - May 2016 - From the Editor
Hospitality Design - May 2016 - 55
Hospitality Design - May 2016 - 56
Hospitality Design - May 2016 - 57
Hospitality Design - May 2016 - 58
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Hospitality Design - May 2016 - 67
Hospitality Design - May 2016 - People: HD Summit
Hospitality Design - May 2016 - 69
Hospitality Design - May 2016 - 70
Hospitality Design - May 2016 - 71
Hospitality Design - May 2016 - 72
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Hospitality Design - May 2016 - 74
Hospitality Design - May 2016 - 75
Hospitality Design - May 2016 - People: CitySCENE Atlanta
Hospitality Design - May 2016 - 77
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Hospitality Design - May 2016 - 94
Hospitality Design - May 2016 - Perspectives
Hospitality Design - May 2016 - 96
Hospitality Design - May 2016 - Sketchbook
Hospitality Design - May 2016 - 98
Hospitality Design - May 2016 - 99
Hospitality Design - May 2016 - 100
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Hospitality Design - May 2016 - 114
Hospitality Design - May 2016 - 115
Hospitality Design - May 2016 - 116
Hospitality Design - May 2016 - Business Sense: Mergers
Hospitality Design - May 2016 - 118
Hospitality Design - May 2016 - 119
Hospitality Design - May 2016 - 120
Hospitality Design - May 2016 - 121
Hospitality Design - May 2016 - 122
Hospitality Design - May 2016 - 123
Hospitality Design - May 2016 - 124
Hospitality Design - May 2016 - Sustainable Studio: Toscana Resort Castelfalfi
Hospitality Design - May 2016 - 126
Hospitality Design - May 2016 - 127
Hospitality Design - May 2016 - 128
Hospitality Design - May 2016 - 129
Hospitality Design - May 2016 - 130
Hospitality Design - May 2016 - Inspiration: Zaha Hadid Superyachts
Hospitality Design - May 2016 - 132
Hospitality Design - May 2016 - Trends: Airport Lounges
Hospitality Design - May 2016 - 134
Hospitality Design - May 2016 - 135
Hospitality Design - May 2016 - 136
Hospitality Design - May 2016 - 137
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Hospitality Design - May 2016 - 139
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Hospitality Design - May 2016 - 142
Hospitality Design - May 2016 - Trends: Extended Stays
Hospitality Design - May 2016 - 144
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Hospitality Design - May 2016 - 146
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Hospitality Design - May 2016 - 148
Hospitality Design - May 2016 - 149
Hospitality Design - May 2016 - 150
Hospitality Design - May 2016 - Places: Austin
Hospitality Design - May 2016 - 152
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Hospitality Design - May 2016 - 158
Hospitality Design - May 2016 - Places: London
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Hospitality Design - May 2016 - 166
Hospitality Design - May 2016 - 167
Hospitality Design - May 2016 - Interview: Brad Wilson
Hospitality Design - May 2016 - 169
Hospitality Design - May 2016 - 170
Hospitality Design - May 2016 - 171
Hospitality Design - May 2016 - Interview: Chip Conley
Hospitality Design - May 2016 - 173
Hospitality Design - May 2016 - 174
Hospitality Design - May 2016 - 175
Hospitality Design - May 2016 - 176
Hospitality Design - May 2016 - Interview: Alan Faena
Hospitality Design - May 2016 - 178
Hospitality Design - May 2016 - 179
Hospitality Design - May 2016 - Interview: Neil Jacobs
Hospitality Design - May 2016 - 181
Hospitality Design - May 2016 - 182
Hospitality Design - May 2016 - 183
Hospitality Design - May 2016 - Interview: Pacifica Hotels
Hospitality Design - May 2016 - 185
Hospitality Design - May 2016 - 186
Hospitality Design - May 2016 - 187
Hospitality Design - May 2016 - 5 Questions for Dan Flannery
Hospitality Design - May 2016 - 189
Hospitality Design - May 2016 - 190
Hospitality Design - May 2016 - Products
Hospitality Design - May 2016 - 192
Hospitality Design - May 2016 - Profile: Thom Filicia
Hospitality Design - May 2016 - 194
Hospitality Design - May 2016 - Trends Custom Art
Hospitality Design - May 2016 - 196
Hospitality Design - May 2016 - 197
Hospitality Design - May 2016 - 198
Hospitality Design - May 2016 - 199
Hospitality Design - May 2016 - 200
Hospitality Design - May 2016 - ICFF Preview
Hospitality Design - May 2016 - 202
Hospitality Design - May 2016 - 203
Hospitality Design - May 2016 - 204
Hospitality Design - May 2016 - 205
Hospitality Design - May 2016 - 206
Hospitality Design - May 2016 - Wallcoverings
Hospitality Design - May 2016 - 208
Hospitality Design - May 2016 - 209
Hospitality Design - May 2016 - 210
Hospitality Design - May 2016 - 211
Hospitality Design - May 2016 - 212
Hospitality Design - May 2016 - Textiles
Hospitality Design - May 2016 - 214
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Hospitality Design - May 2016 - 217
Hospitality Design - May 2016 - 218
Hospitality Design - May 2016 - Surfaces
Hospitality Design - May 2016 - 220
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Hospitality Design - May 2016 - Bath
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Hospitality Design - May 2016 - 230
Hospitality Design - May 2016 - HD Expo Preview
Hospitality Design - May 2016 - From the Show Director
Hospitality Design - May 2016 - 233
Hospitality Design - May 2016 - Conference Highlights
Hospitality Design - May 2016 - 235
Hospitality Design - May 2016 - 236
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Hospitality Design - May 2016 - Show Highlights
Hospitality Design - May 2016 - 246
Hospitality Design - May 2016 - Products
Hospitality Design - May 2016 - 248
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Hospitality Design - May 2016 - 253
Hospitality Design - May 2016 - Places: Las Vegas
Hospitality Design - May 2016 - 255
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Hospitality Design - May 2016 - 258
Hospitality Design - May 2016 - Special Feature: Los Angeles
Hospitality Design - May 2016 - 260
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Hospitality Design - May 2016 - 268
Hospitality Design - May 2016 - Projects
Hospitality Design - May 2016 - The Camby Hotel + Axiom Hotel
Hospitality Design - May 2016 - 271
Hospitality Design - May 2016 - 272
Hospitality Design - May 2016 - 273
Hospitality Design - May 2016 - 274
Hospitality Design - May 2016 - 275
Hospitality Design - May 2016 - Seamarq Hotel
Hospitality Design - May 2016 - 277
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Hospitality Design - May 2016 - 279
Hospitality Design - May 2016 - 280
Hospitality Design - May 2016 - 281
Hospitality Design - May 2016 - The Charmant Hotel
Hospitality Design - May 2016 - 283
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Hospitality Design - May 2016 - 285
Hospitality Design - May 2016 - 286
Hospitality Design - May 2016 - 287
Hospitality Design - May 2016 - Soho Farmhouse
Hospitality Design - May 2016 - 289
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Hospitality Design - May 2016 - 293
Hospitality Design - May 2016 - Generator Amsterdam
Hospitality Design - May 2016 - 295
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Hospitality Design - May 2016 - 297
Hospitality Design - May 2016 - Ovolo Woolloomooloo
Hospitality Design - May 2016 - 299
Hospitality Design - May 2016 - 300
Hospitality Design - May 2016 - 301
Hospitality Design - May 2016 - Rivertown Lodge
Hospitality Design - May 2016 - 303
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Hospitality Design - May 2016 - 305
Hospitality Design - May 2016 - Casa Bonay
Hospitality Design - May 2016 - 307
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Hospitality Design - May 2016 - 309
Hospitality Design - May 2016 - Belmond Eagle Island Lodge
Hospitality Design - May 2016 - 311
Hospitality Design - May 2016 - 312
Hospitality Design - May 2016 - 313
Hospitality Design - May 2016 - Les Bains
Hospitality Design - May 2016 - 315
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Hospitality Design - May 2016 - 317
Hospitality Design - May 2016 - Vandal
Hospitality Design - May 2016 - 319
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Hospitality Design - May 2016 - Talde Miami Beach
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Hospitality Design - May 2016 - Ad Index
Hospitality Design - May 2016 - 335
Hospitality Design - May 2016 - Back Space
Hospitality Design - May 2016 - Cover3
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