Human Resources

🏨 Ana Atienza became Guest Relations Manager at the InterContinental Mark Hopkins San Francisco, where she oversees guest satisfaction. After studying hotel and restaurant management in the Philippines, Ana chose hospitality over broadcasting. She started her career as a barista and management trainee in the Philippines before advancing in the hospitality industry in San Francisco. The episode discusses the value of customer service, the challenges at the front desk, and the need for passion and patience in hospitality. Ana's advice includes not taking things personally and focusing on guest interactions. The discussion also highlights San Francisco's allure for visitors. 📅 August 25, 2024.

🍴 Senior Food & Beverage Editor Bret Thorn has been with Nation’s Restaurant News since 1999 and Restaurant Hospitality since 2016. He launched the podcast "In the Kitchen with Bret Thorn" and wrote "Kitchen Dish" for The New York Sun from 2005 to 2008. Educated at Tufts University (BA in History, magna cum laude, Phi Beta Kappa) and Le Cordon Bleu Paris, he also studied in China and worked for ABC News during the 1989 Tiananmen Square protests. Thorn won the 2006 Jesse H. Neal Award and authored entries in the Oxford Encyclopedia and Companion in 2012 and 2015, respectively. He's a Disciples d’Escoffier inductee as of 2014.

🚿 Ansie Turner, Executive Housekeeper at City Lodge Hotel at OR Tambo International Airport, leads a 365-room hotel's team. Started her career at The Don Hotels and joined City Lodge Hotels on 1 September 1999. The hotel features a #Café restaurant, bar, three boardrooms, fitness room, and pool. It operates 24/7 due to close airport proximity. Turner's nurturing leadership has shaped a disciplined yet caring team, starting her day at 4am to align with her staff.

👤 Shane Pappas named GM of Jekyll Island Club Resort and Jekyll Ocean Club; Dan Peterson appointed SVP of Operations at Avion Hospitality; Christine San Nicolas becomes GM of Outrigger Kaua‘i Beach Resort & Spa; Chrystalle Anger is the new area director of front services at Outrigger Waikiki Beach Resort and Outrigger Reef Waikiki Beach Resort; Matthew Huss is the GM at Hyatt Regency Boston/Cambridge; Mike McLeod takes GM role at Hilton Portland Downtown and The Duniway; Julien Labays steps in as resort manager at Rosewood Baha Mar; Kate Eckhardt is the new director of sales and marketing at Radisson Salt Lake City Downtown; Katie de Besche promoted to director of sales at Viceroy Snowmass; Sally Glen appointed director of sales and marketing at Aurora Anguilla Resort & Golf Club.

🍴 Chef Taz Sarhane was appointed head chef of Shoreditch restaurant Cycene in January 2023. Cycene, part of James and Christie Brown's Blue Mountain School, is ranked 48th in the UK. Sarhane plans to evolve the restaurant’s 10-course tasting menu, priced at £155, using seasonally available ingredients and preservation techniques. The Browns will update the restaurant's aesthetic in the coming month, including uniforms, artwork, and crockery. Cycene, launched in 2022 and earning a Michelin star within five months, seeks to highlight seasonal British produce under Sarhane's leadership.

💸 Hospitality industry faces a high employee turnover rate, estimated between 70-80%. Hospitality America, led by Corporate Director of Operations Justin Deyo with 20 years of experience, addresses this issue through mentorship, aiming to create a culture of value, support, and empowerment. Mentors will convey guest service protocols and best practices to mentees. Statistics show 90% of mentored workers feel content, mentoring increases promotion chances by five times, and 76% of workers believe mentorship is essential for career success. Since the pandemic, mentoring initiatives have increased by 30%. Hospitality America's mentors embody the company's PEACH culture to foster success. CEO Ben Campbell emphasizes mentorship's role in career progression and leadership development within the hospitality industry.

🏡 Christian Clerc, former global president of Four Seasons Hotels and Resorts (2016-2022), will become president and CEO of Auberge Resorts on September 1, 2024. Clerc will replace Craig Reid, who retires after a decade. Clerc previously oversaw 127 hotels, 51 residential properties, and 50,000 employees in 47 countries. Auberge Resorts, owned by The Friedkin Group, has 28 properties globally and plans to open six new locations by 2027, aiming for 40 hotels mid-term. Clerc's base will be Auberge’s Bethesda, Maryland office.

📈 Peachtree Group promoted Vickie Callahan to president of their hospitality management division, overseeing 88 hotels, 27 brands, 11,173 rooms across 23 states and Washington, D.C. Callahan joined Peachtree in 2020 and sits on the Marriott Revenue Management Franchise Advisory Board. Hard Rock International advanced Frank Chesky to executive vice president & chief legal officer, after joining in 2017 and serving as interim general counsel in 2023. Virgin Hotels New Orleans named Jesse Carr as director of food & beverage, while Minor Hotels appointed Richard Beh as vice president commercial – Asia, based in Bangkok. The Davenport Hotel Collection welcomed Melissa Green as VP & area managing director, and King Kamehameha Kona Beach Resort in Hawai’i selected Revell Newton as general manager. Access Point Financial hired Daniel Zagoria as managing director, business development.

🏡 The Ascott Ltd, owned by CapitaLand Investment, is rebranding The Unlimited Collection to enhance its upscale hotels' global position. Launched in 2020 in Singapore, the Collection has expanded to 11 properties across Asia, Europe, and the Middle East, with over 900 units operational and planned. In 2023, eight new hotels joined, including the first resort, the 100-room Anmira Resort & Spa Hoi An in Vietnam. By 2025, over 200 units across three hotels are expected in Malaysia and Indonesia. Two U.K. properties are slated: Mount Royal Hotel Edinburgh and The Grand Hotel Leicester, opening by Q2 2025. The 136-room Temple Bar Hotel Dublin will rebrand by year-end, and the 90-room Hotel Marrakech will open in 2026. Ascott's strategy focuses on local culture for an authentic guest experience.

📖 Joanna Fantozzi, with over seven years in the industry, is a Senior Editor for Nation’s Restaurant News and Restaurant Hospitality since August 2021. Holding a bachelor’s degree from The College of New Jersey and a master’s from CUNY, she joined Informa’s Restaurants and Food Group in 2018. Fantozzi has written for The New York Times, Forbes, and Vice, and has previously worked for Insider and The Daily Meal. Her expertise spans restaurant news, operator solutions, and political/cultural issues.