Know Your General Managers

Some of my favorite restaurants are not always the ones that have the best food. I find what keeps me coming back is the service and attention I receive. Just outside New York City in Mount Vernon, NY, is a little place called the Lincoln Lounge. The food is really good but it doesn’t have any Michelin stars and there’s no celebrity chef in the kitchen. For 65 years, this restaurant has treated each customer as family. A visit to the Lincoln Lounge is like going over to your parents’ house for Sunday dinner.

When selecting a hotel or resort for your high-end clients, you must look for a property that will extend that special service as well. Higher-end travelers can buy material goods and afford the best accommodations, so when they receive individualized attention that makes the difference in their travel experience, you will have provided value that exceeds their investment in you.

Knowing the general manager and trusting his or her abilities to provide this type of service is a must for all travel advisors. One of those general managers is Karen Whitt of the Regent Palms in Turks and Caicos. Karen is on our cover this month and was voted general manager of the year by you, the readers, in our Awards of Excellence program.

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I recently visited Karen on property and I can tell you that she made me and my guests feel special. During our dinner on the outdoor patio, a rare rain shower passed through. No worries, as Karen had pre-set a second table inside, just in case. Making her guests feel like VIPs is what she lives to deliver.

Enjoy Karen’s story and get to know her. And to grow your business, get to know all of the general managers that will give your clients that little something extra that makes a big difference.

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