Patrick Imbardelli's Blog

Mr. Patrick Imbardelli has built a solid career in the hospitality industry since obtaining his diploma in Hotel and Motel Management.

Best foot forward: Assembling an effective guest relations management team

 Image source: exhibitioncentreliverpool.com

Besides the building itself, the first thing that a guest sees upon entering a hotel is the front desk. A well-run front desk gives a remarkable and lasting first impression. It falls upon the team behind the front desk to deliver this and maintain appearances throughout the guests’ stay.

The principal job of every guest relations team is to assist the guests in checking in. This ranges from helping them carry luggage to rooms to keeping them well informed on important details such as check-out times and the amenities both within the hotel and in the surrounding area. People in guest relations are also expected to address service problems the guests might encounter. Beyond that, it is also vital that guest relations employees remain smiling and polite toward the guests to help them feel at ease and welcome.

Image source: hollandamericablog.com

The keystone of any good guest relations management team is the guest relations manager, charged with coordinating all these tasks to ensure that guests have a pleasant welcome and a memorable stay. Ideally, managers in this department should boast of both technical knowledge of the industry’s inner workings and good interpersonal communication skills to handle the demands of guests.

Much like their superiors, employees working in this department would need to be courteous, positive, patient, and most importantly, very efficient. People skills are as important a factor as the ability to perform a job quickly.

Patrick Imbardelli, managing director of Imbardelli Holdings Limited, has had more than three decades of experience in the hospitality industry, having worked closely with some of the biggest names in the industry. Visit this blog for more updates on the state of the hospitality industry.

The hotel spell: Making guests fall in love with their stay

Image source: sunprakruthi.com

What makes a hotel experience unforgettable? What makes people decide to return to the hotel, even before they’ve left? What makes a hotel a part of people’s lives? Here are a few of the dealbreakers of people’s relationship with hotels:

• The inside of a hotel plays a big part in the guest’s experience. A guest’s mind needs to be relaxed, and the design of guest rooms should facilitate that. If the hotel is part of a tropical resort and the exterior is already relaxing, like an ocean view or an infinity pool, then the inside of the guest rooms should match the ecosystem.

• Emphasizing again on a hotel’s interior, the ease of moving around from room to restaurant, to pool, to gym, makes a great impression. If the hotel’s design requires a guest to walk half a kilometer to reach the bar, and another half kilometer to get back to his or her room, that would make for an unforgettable experience – for the wrong reasons.

• Good food and great service go a long, long way. These are a must for any hotel. Hotel staff should always treat guests as they would their bosses. In turn, guests should feel like they would rather be in a hotel than their own home.

Image source: newjetsetters.com

Patrick Imbardelli is the managing director of Imbardelli Holdings Limited, a company based in Sydney, Australia. Imbardelli formulates strategies for hotel chains around the world, helping them provide the best service guests can expect. Learn more about the hotel industry and Patrick Imbardelli by visiting this Facebook page.

New technological frontiers for the hospitality industry

As modern travelers’ needs change, so too must the hospitality industry, in order to accommodate their new demands. New innovations applied in the hotel setting promise to make significant and lucrative changes to the industry.

Big data, already a pervasive influence elsewhere, is leaving a mark on the hotel industry. In principle, most hotel staff are aware that not all spenders are created equal, with some playing more for hotel luxuries than others. These large spenders, however, are thought to be largely infrequent guests and thus may have a lower impact overall compared with everyday travelers such as businesspeople who, while paying for more economical services, come into hotels regularly, thus having a higher lifetime value.

Image source: socialhospitality.com

Through big data analytics, hotel managers can pinpoint the specific types of customers that offer the highest lifetime value to the hotel and adjusting prices to be both profitable and enticing to the target market.

Some hotels have, in the past few years, become more and more futuristic in their execution. Besides the requisite Wi-Fi and app access, some luxury hotel rooms have automation for controlling hotel room features with the touch of a button.

4

Image source: socialhospitality.com

The hospitality industry has been incorporating robotics and computerized systems for more than a decade. Lately, a few international hotel chains have experimented with artificial intelligence concierges, such as Hilton’s Connie, so far serving only at the Hilton McLean, while other hotels have introduced robots that assist in delivering items or carrying luggage.

However, robots are far from widespread. This apparent reluctance to introduce robots into the industry may very well stem from its nature as a rather human-centric service. Hospitality needs a human touch that robots thus far cannot replicate. Robots may very well become vital and common tools in the industry in the future, but they are unlikely to completely or largely replace human staff.

An internationally renowned business leader in the hospitality industry, Patrick Imbardelli is the managing director at Imbardelli Holdings Limited. For more updates on the state of the hospitality industry, visit this blog.

Pan Pacific Hotels Group’s Expansion to China

Pan Pacific Hotels Group (PPHG) is a well-established hotel company based in Singapore, which owns more than 30 hotels, resorts, and serviced suites in Asia Pacific and North America. Over the next five years, the Group hopes to expand its holdings and start buying and managing property in China, with a special interest in cities including Shanghai, Shenzhen, Guangzhou, Beijing, and Chengdu, among others. PPHG’s CEO, Patrick Imbardelli claims that China will be the biggest focus for growth in the company, for the company’s Pan Pacific and PARKROYAL brands. Imbardelli hopes that China will soon comprise a third of the Group’s properties.

Imbardelli plans to begin revealing new properties in China between 2012 and 2014. A Pan Pacific Serviced Suites is expected to open in Ningbo, China, in December 2012, and a PARKROYAL hotel is slated to open in Green City, Shanghai, in early 2013. Though the company is interested in growing, CEO Patrick Imbardelli is as concerned with growing at the right pace and finding the right brand for the right location. To this effect, the CEO and his team conduct due diligence before securing and opening new properties.

Pan Pacific Hotels Group: PARKROYAL on Pickering, by Patrick Imbardelli (3/3)

In one of its newest projects, Pan Pacific Hotels Group (PPHG) channeled considerable resources to equip PARKROYAL on Pickering with a network of solar cells to facilitate minimal energy usage. These technologically advanced solar cells will help power the lights that shine down on the hotel’s grand display of foliage, keeping the plants and flowers in optimal condition while preserving the surrounding natural environs. PPHG’s marked focus on advocating for biodiversity also serves as the driving force behind the company’s decision to harvest rainwater, greatly decreasing the amount of water PARKROYAL on Pickering will need to draw from Singapore’s river and reservoirs. Moreover, PPHG opted to place automatic sensors on lights and faucets throughout the hotel in an effort to cut down energy consumption to the highest possible degree.

For architectural firm WOHA’s commendable work on the hotel’s sustainable design and construction, PARKROYAL on Pickering received a Green Mark Platinum score from those responsible for assessing new environmentally conscious building projects in Singapore. A Green Mark Platinum score is the highest rating a structure can obtain, only awarded to projects like PARKROYAL on Pickering, which prove a fundamental commitment to eco-friendly business practices. 

From hotel room terraces, guests at PARKROYAL on Pickering can gaze out on neighboring Hong Lim Park, an expanse of greenery where Singapore locals and tourists alike come to recreate in the fresh air on a daily basis. Despite the fact that many guests reside at the hotel for only a brief period of time, visitors can revel in the knowledge that their choice in hotels not only affords an unforgettable vacation. When guests stay at the PARKROYAL on Pickering, they make a positive contribution to preserving the natural beauty for which Singapore is known.     

About the author:

A highly respected figure in the global hospitality industry for thirty years, Patrick Imbardelli currently acts as President and Chief Executive Director for Pan Pacific Hotels Group. In the past, Patrick Imbardelli has utilized his talents in various leadership capacities to manage properties for hotel and resort brands such as Southern Pacific Hotel Corporation and InterContinental Hotels Group (IHG).

Pan Pacific Hotels Group: PARKROYAL on Pickering, by Patrick Imbardelli (2/3)

Pan Pacific Hotels Group: PARKROYAL on Pickering, by Patrick Imbardelli  (1/3)

When the architectural team at WOHA embarked on the design process for PARKROYAL on Pickering, they collaborated closely with Pan Pacific Hotels Group (PPHG) to formulate a structural plan capable of supporting a host of ecologically friendly features in addition to the amenities that draw discriminating travelers to the company’s extensive international portfolio of properties. PARKROYAL on Pickering will certainly delight guests with its sprawling pool terrace, gymnasium complete with all of the latest exercise equipment, secretary-staffed business centre, day spa, and rooftop bar that offers an incredible view of Singapore’s skyline. When visitors choose to leave hotel grounds to explore Singapore’s vibrant cosmopolitan epicenter, they can easily access countless dining and entertainment options that line the waterfront of the Singapore River.

The special touches that truly set PARKROYAL on Pickering apart, however, demonstrate a clear and notable reverence to the natural world. Contained within the hotel’s property, a 300-meter long nature trail replete with a waterfall walkway will imbue guests with a feeling of calm as they wander through this oasis so close yet so far removed from the urban energy of Singapore’s city streets. To supplement PARKROYAL on Pickering’s “hotel-in-a garden concept,” Pan Pacific Hotels Group and WOHA incorporated towering “skygardens” throughout the exterior of the entire property, instilling both public spaces and private rooms with a tropical forest-like atmosphere.

Upon finalization of construction, a total of 15,000 square meters of greenery will astound visitors who arrive at PARKROYAL on Pickering. Along with the aforementioned “skygardens” and waterfall, the hotel will maintain an arboretum’s worth of flora to include native palms, shade trees, tropical flowers, creeping vines, and leafy shrubs. Furthermore, the hotel will install planter terraces on many of its walls to offset the structure’s boldly geometric architecture.

Variety International, the Children’s Charity

An experienced hotelier and firm proponent of philanthropic efforts across the globe, Patrick Imbardelli is proud to support Variety International, the Children’s Charity. Commonly referred to as the Variety Club or simply Variety, the organization is a nonprofit entity that seeks to promote increased standards of health and well-being for children around the world. With more than 40 chapters across 13 countries, Variety works closely with local communities to provide valuable services to children and organizations that devote themselves to helping children with special needs. Here is a brief overview of some of the programs and activities sponsored by Variety.

Sunshine Coaches: Through its Sunshine Coach program, Variety provides qualified nonprofit organizations with specially equipped passenger vans designed to transport children with special needs to enrichment programs, events, and medical facilities. The coaches also serve to carry underprivileged children to and from after-school programs and other special events. The program traces its origins back to 1962, when Leslie MacDonnell devised a way to allow a young bedridden girl to enjoy sunshine and fresh air. Since its inception, the Sunshine Coach program has distributed more than 10,000 vehicles to nonprofits across the globe.

Variety at Work: A highly interactive program for children with special needs, Variety at Work brings together volunteers from across the globe to organize special events such as holiday parties, concerts, and field trips to locations such as movie theaters and zoos. Volunteers enjoy the opportunity to spend time with children and treat them to special events such as the large-scale celebration that marks the end of the year.

Mobility Program: For many children who suffer from physical disabilities, getting from place to place can be a challenging and frustrating endeavor. Through its Mobility Program, Variety provides these children with the special equipment necessary to improve their mobility and facilitate participation in school, community, and family life. In 2009 alone, Variety distributed nearly 400 wheelchairs, more than 3,000 bicycles and tricycles, 31 liberty swings, and greater than 1,000 other mobility items. Variety also partners with a number of similar mobility organizations, including the Easy Riders Wheelchair Program, the STAR Walker Program, and Bikes for Kids.

To learn more about the activities sponsored by Variety, visit the website at www.varietychildrenscharity.org.

Variety International, the Children’s Charity

An experienced hotelier and firm proponent of philanthropic efforts across the globe, Patrick Imbardelli is proud to support Variety International, the Children’s Charity. Commonly referred to as the Variety Club or simply Variety, the organization is a nonprofit entity that seeks to promote increased standards of health and well-being for children around the world. With more than 40 chapters across 13 countries, Variety works closely with local communities to provide valuable services to children and organizations that devote themselves to helping children with special needs. Here is a brief overview of some of the programs and activities sponsored by Variety.

Sunshine Coaches: Through its Sunshine Coach program, Variety provides qualified nonprofit organizations with specially equipped passenger vans designed to transport children with special needs to enrichment programs, events, and medical facilities. The coaches also serve to carry underprivileged children to and from after-school programs and other special events. The program traces its origins back to 1962, when Leslie MacDonnell devised a way to allow a young bedridden girl to enjoy sunshine and fresh air. Since its inception, the Sunshine Coach program has distributed more than 10,000 vehicles to nonprofits across the globe.

Variety at Work: A highly interactive program for children with special needs, Variety at Work brings together volunteers from across the globe to organize special events such as holiday parties, concerts, and field trips to locations such as movie theaters and zoos. Volunteers enjoy the opportunity to spend time with children and treat them to special events such as the large-scale celebration that marks the end of the year.

Mobility Program: For many children who suffer from physical disabilities, getting from place to place can be a challenging and frustrating endeavor. Through its Mobility Program, Variety provides these children with the special equipment necessary to improve their mobility and facilitate participation in school, community, and family life. In 2009 alone, Variety distributed nearly 400 wheelchairs, more than 3,000 bicycles and tricycles, 31 liberty swings, and greater than 1,000 other mobility items. Variety also partners with a number of similar mobility organizations, including the Easy Riders Wheelchair Program, the STAR Walker Program, and Bikes for Kids.

To learn more about the activities sponsored by Variety, visit the website at www.varietychildrenscharity.org.

Patrick Imbardelli: Pan Pacific Properties, Part 1

You can find 19 Pan Pacific Hotels on three continents around the Pacific Rim. With world-class accommodations and superior customer care, Pan Pacific Hotels have garnered praise from customers and industry experts alike, with some of the hotels making Condé Nast Traveler’s Annual Gold List of the world’s best places to stay. President and CEO of Pan Pacific Hotels Group Patrick Imbardelli offers information about many of the Pan Pacific Hotels and Resorts.

1. Seattle, Washington, United States (Pan Pacific Hotel Seattle) Located in the western portion of Washington State, Seattle is a premier destination for business and tourism travelers alike. Serving as a cultural and commerce center in the U.S. Northwest, Seattle has a great deal to offer. The city is near Washington’s largest concentration of wineries, in Woodinville. The waterfront offers the historic Pike Place Market, as well as some of the freshest seafood available. Whether you are traveling for business or pleasure, the Pan Pacific Hotel Seattle provides luxurious accommodations at the center of Seattle’s bustling financial district.

2. Vancouver, British Columbia, Canada (Pan Pacific Vancouver) Located on the city’s waterfront, with magnificent views of Stanley Park, the Coastal Mountains, and the city skyline, the Pan Pacific Vancouver contributes to the waterfront view with its recognizable five sails. The city itself is a bustling multicultural metropolis and commerce center.

The hotel is within walking distance of Vancouver’s historic Gastown, which features cobbled streets, quirky shopping, fine dining, and entertainment. The hotel is home to one of Vancouver’s finest restaurants, the Five Sails Restaurant. North of Vancouver, Pan Pacific also has hotels in Whistler, home of many of the 2010 Winter Olympics events.

Pan Pacific Hotel

3. Perth, Western Australia, Australia (Pan Pacific Perth) Located along Perth’s Swan River, the Pan Pacific Perth sits at the heart of Australia’s fourth-most populous city, in the business district. With museums, performing arts, and fine dining nearby, the Pan Pacific Perth provides an ideal getaway for vacationers, as well as a convenient location for business travelers.

continued at Patrick Imbardelli: Pan Pacific Properties, Part 2

Patrick Imbardelli: Pan Pacific Properties, Part 1

You can find 19 Pan Pacific Hotels on three continents around the Pacific Rim. With world-class accommodations and superior customer care, Pan Pacific Hotels have garnered praise from customers and industry experts alike, with some of the hotels making Condé Nast Traveler’s Annual Gold List of the world’s best places to stay. President and CEO of Pan Pacific Hotels Group Patrick Imbardelli offers information about many of the Pan Pacific Hotels and Resorts.

1. Seattle, Washington, United States (Pan Pacific Hotel Seattle) Located in the western portion of Washington State, Seattle is a premier destination for business and tourism travelers alike. Serving as a cultural and commerce center in the U.S. Northwest, Seattle has a great deal to offer. The city is near Washington’s largest concentration of wineries, in Woodinville. The waterfront offers the historic Pike Place Market, as well as some of the freshest seafood available. Whether you are traveling for business or pleasure, the Pan Pacific Hotel Seattle provides luxurious accommodations at the center of Seattle’s bustling financial district.

2. Vancouver, British Columbia, Canada (Pan Pacific Vancouver) Located on the city’s waterfront, with magnificent views of Stanley Park, the Coastal Mountains, and the city skyline, the Pan Pacific Vancouver contributes to the waterfront view with its recognizable five sails. The city itself is a bustling multicultural metropolis and commerce center.

The hotel is within walking distance of Vancouver’s historic Gastown, which features cobbled streets, quirky shopping, fine dining, and entertainment. The hotel is home to one of Vancouver’s finest restaurants, the Five Sails Restaurant. North of Vancouver, Pan Pacific also has hotels in Whistler, home of many of the 2010 Winter Olympics events.

Pan Pacific Hotel

3. Perth, Western Australia, Australia (Pan Pacific Perth) Located along Perth’s Swan River, the Pan Pacific Perth sits at the heart of Australia’s fourth-most populous city, in the business district. With museums, performing arts, and fine dining nearby, the Pan Pacific Perth provides an ideal getaway for vacationers, as well as a convenient location for business travelers.

continued at Patrick Imbardelli: Pan Pacific Properties, Part 2