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SPOTLIGHT ON Sonja Chase, Hotel Manager, Thompson and Tommie Austin

By Sharon Hirschowitz, Global Head of Media & Communications for The International Luxury Hotel Association
16 May 2023
4 min read
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Sonja Chase talks about what sets their hotel apart in terms of customer experience and amenities. She also shares the hotel’s approach to handling guest complaints, sustainability initiatives, employee training, and plans for future expansion and improvement. With a focus on providing a unique and high-quality experience to guests, the Thompson and tommie Austin aim to become a proud asset to the community in Austin.

How does the Thompson Hotel differentiate itself from other hotels in the area in terms of customer experience and amenities?

The main way we differentiate ourselves is the two hotels in one concept. With tommie as a part of the traditional Thompson hotel, we attract both the sophisticated traveler and the spirited adventurer to stay, providing a range of accommodations from quaint king-bed guest rooms to a full floor of livable residences for extended stays. Additionally, by choosing to stay at either hotel, guests have access to all our unique amenities, including a 6,000-square-foot fitness center, a roof deck pool and four culinary offerings, comprising of James Beard Award-winning chef Mashama Bailey’s Diner Bar and The Grey Market as well as the all-day coffee and wine bar, Coffee Bar at tommie and fourth-floor alfresco poolside terrace dining, Wax Myrtle’s. We are also always looking at ways to bring in locals, hosting lobby and pool activations, food and beverage specials and events. 

How does the hotel handle guest complaints or issues, and what steps do you take to ensure customer satisfaction?

As a new hotel in the market, we always take guest feedback into consideration in order to improve. We have an experienced staff that truly understands the Thompson brand and the high standards that we expect, and our guests anticipate. This has ensured that each employee is well-equipped with the right tools to handle any issues that might arise and correct them in a timely manner, helping us as a brand to continue fostering our relationships with our guests and keep them a part of the Thompson family.

Sonja Chase, Hotel Manager, Thompson and Tommie Austin

Can you describe any sustainability initiatives that the hotel has implemented to reduce its environmental impact?

Sustainability is always top of mind.  First and foremost, now that we’re fully open, we’re excited to work with the LEED Organization in obtaining our status as a Certified Hotel as well as with the Austin Green Buildings Alliance. Thoughtful touches throughout give us a leg up in this department, whether it’s guestroom motion sensors, master switches in the guestrooms and much more. We’re working hard to do our part to eliminate plastic from the hotel completely within the next 12 months.

How does the hotel approach staffing and training to ensure that employees provide excellent service to guests?

Our employees are, first and foremost, trained on the history of the overall brand. This encourages a consistent level of service across all Thompson hotels so that every guest is treated with the utmost respect when visiting any one of our properties. At Thompson + tommie Austin specifically, we also ensure every employee is well-acquainted with our amenities and our unique differentiators, making it easier to resolve any guest complaints and propose ways in which the issue at hand can be resolved. 

What plans does the Thompson Hotel have for future expansion or improvement of its facilities?

We are always looking at ways to improve our facilities and will continue to use guest feedback as a tool to deliver the best experience possible. At the end of the day, our main goal is to build a history within the city of Austin and ensure our hotel is a proud asset to the community.  

TAGS: People