Montage Hotels Wow Guests With Crab Cakes

August 25, 2008 at 10:30 AM | 3 Comments

Next time you're visiting a Montage hotel--like the Montage Beverly Hills that should be opening up in November--we want you to pay special attention to how the staff treat you. Because according to a weekend interview in the NY Times with Montage CEO Alan J. Fuerstman, his staff should have superpower-like skills in keeping guests happy.

According to Fuerstman, there are a whole range of training steps taken to make sure those staff are going to serve you at the highest level possible, and it even includes "Wow" training.

Fuerstman goes for the real heart-string tugging example when the reporter wants to know what "Wow" is all about, telling the story of a server who went beyond the call:

She was waiting on a couple staying with us for a week, and we knew the woman was dying of cancer ... Lauren asked if there was anything she could bring to make their stay more pleasant, the woman joked, "Well, lobster, crab and caviar would be perfect." They all laughed. Later in their room, the couple heard a knock at their door. There was Lauren with a nicely turned out tray of crab cakes. ... The woman cried, the husband cried, Lauren cried.

Fuerstman is smart enough to mention that a few aspects of the Montage training program are going to sound corny to some people (yep!) but if the end result is good, perhaps it doesn't matter. Personally, we haven't yet had any super-warm and fuzzy experiences at a Montage, but we'd like to hear about some.

[Photo: pmo]

Tags: Montage Beverly Hills / Interviews

by amandak

3 Comments

Return to » Montage Hotels Wow Guests With Crab Cakes

patricksw

HotelChatter Member
August 25, 2008 at 5:46 PM

Re: Montage Hotels Wow Guests With Crab Cakes
He's right. The Montage in Laguna Beach (from what I know, the only Montage) knows how to treat a guest. As a guest so accustomed to feeling the lockdown of most hotel experiences, I was surprised to feel truly welcomed at the pool and-- oh my god-- the pool's open 24 hours. Can you believe? Wouldn't you expect them to be more concerned about rules? In fact, their main concern is that you're enjoying yourself. Who knew...

Stan

HotelChatter Member
August 26, 2008 at 7:42 AM

Re: Montage Hotels Wow Guests With Crab Cakes
The spa at Montage Laguna Beach was the first one to receive five stars from Mobil {to date it's one of only three} so it's no surprise the company knows how to go above and beyond.

wowgolds987

HotelChatter Member
August 27, 2008 at 5:03 AM

Re: Montage Hotels Wow Guests With Crab Cakes
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