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SPOTLIGHT ON Julian Tucker, General Manager, Andaz West Hollywood

By Sharon Hirschowitz, Global Head of Media & Communications for The International Luxury Hotel Association
17 February 2022
2 min read
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Andaz West

Reimagining business opportunities and maintaining elevated levels of guest experience while thinking outside the box when recruiting talent.

What has been the most challenging aspect as travel ramps back up?
Julian TuckerWe have had to pivot and market toward other business opportunities, with the lack of international travel we’ve had to target local and surrounding states through our marketing and advertising strategies.

Have you noticed a change in guest behavior? Are bleisure trips more common?
There has definitely been a shift as it relates to guests behavior, while this shift has evolved as travel becomes more and more common with the emergence of vaccines, sanitation and cleanliness is still very high on the list of what guests care about. We do see that the expectation level to provide a great experience has gotten almost back to normal level, there is less tolerance for “Covid related” exceptions as it relates to service.

How are you attracting associates and what is important to them right now?
We have tried to be as flexible as possible, offering work from home options in certain positions, signing bonuses, and just creating an overall fun environment that makes it very attractive and something great to be a part of. Also branching out and cultivating a more Diverse and Inclusive workforce which is very important to our team and company. The biggest challenge has been finding talent, so many of our leaders left the industry during the pandemic that it really depleted our talent pool, it’s been a challenge to refuel is an understatement. We’ve had to reach outside of our typical mindset and bring talent in from other industries.

Andaz West Hollywood

How is technology helping you create a seamless experience from both staff and guest perspective?
We feel very fortunate to have some great tools at our disposal that assist us for guests that want this type of experience. Everything from Mobile and Apple Watch Keys, to completely touchless Check-in that does not require you to go to the Front Desk, a great text system called Zingle that allows guests to request items to their room or let us know if something is not quite right in real time. Touchless and Contacless Room Service is also a great tool that promotes the seamless experience as well.