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Cost of construction, furniture and fixtures at the newly renovated and refurbished U.S. Grant Hotel: $54 million.
Cost of hiring, training, outfitting staff and making sure everything is running smoothly: $6 million.
Guest satisfaction: worth all the money.
Two weeks before the 270-room historic hotel reopened Oct. 17, some 300 employees began training under the tutelage of Starwood Resorts & Hotels Worldwide's executives to operate a Luxury Collection brand, including a three-day seminar in the San Diego Convention Center.
While contractors and decorators were putting the finishing touches on the hotel, the new hires, including front desk clerks, chefs, bartenders, waiters, waitresses, chambermaids and bell desk clerks were put through their paces in a variety of simulated events, from teas and meeting breaks to gourmet dinners and banquets for up to 100 people.
They rehearsed for typical and not so typical scenarios, such as the guest who shows up without a reservation on the books, or one who brings a 40-pound dog.
For members of the "pre-opening assistance support team" as they're called, including Arno Pfeffer, whose regular job is front office manager at the Sheraton New Orleans - one of Starwood's brands - staying at the U.S. Grant was an opportunity to play tourist. But his role was more work than play.
Pfeffer was one of roughly 70 Starwood managers and executives, including the...