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You can’t legislate a smile

 

Case Study

by

Jessica Rohman

on

October 28, 2013

You can’t legislate a smile

4707

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The Magic of Kimpton Hotels & Restaurants

How a culture of empowerment leads to an extraordinary guest (and employee) experience

Kimpton Hotels & Restaurants is the largest collection of boutique hotels and restaurants in the U.S., and has been recognized as the highest ranking hotel brand in its market segment for guest satisfaction in North America. With annual revenues of over $1B, Kimpton owns and operates more than 60 boutique hotels and 70 chefdriven restaurants, bars and lounges across the country, under several unique brands. Over 8,000 employees occupy roles from bellman to line cook to general manager, so creating an enterprise that delivers a consistently exceptional guest experience is no small feat. And yet, the outstanding service that has become Kimpton’s trademark is so well integrated across locations, it has been described as “bizarrely magical.”

“You can’t legislate a smile.”Bill KimptonFounderKimpton Hotels & Restaurants

A closer look reveals that the magic of Kimpton actually stems from well-crafted practices that empower their outstanding employees to tap into their own creativity and genuine desire to please the guest. The result is not only in a phenomenal guest experience, but a workplace that employees experience as empowering, enjoyable, and, well…magical.

Jessica Rohman