How Karl Bruno runs one of the best small resorts in the United States, Kenwood Inn

Yesterday I had the pleasure of speaking with Karl Bruno as part of the research for my upcoming book on service. Karl is General Manager of Kenwood Inn & Spa – a top-10 small resort in the United States, according to Conde Nast 2010 rankings. Below are a few of the big ideas I took away from the conversation.

“We constantly improve through guest feedback.”

Each of our staff members – regardless of their position – is trained to listen to guests and ask open-ended questions to gather guest feedback. We don’t want to be intrusive, but there for their every need.

The industry norm is to have all staff/guest interactions scripted and minimized. I do not agree with the philosophy of “as few words as possible.” We encourage informal conversation with guests.

I try to connect with each guest over breakfast each morning, and ask how their stay is going.

“We designed our property to encourage conversation.”

For example, many of our guests enjoy talking around our horseshoe-shaped bar. Our clientele is very well traveled, and many lively conversations happen here over some of our great local wines.

The design of your rooms affects how guests interact.

“We offer each guest a welcome beverage and tour of the entire property on check-in.”

This usually takes about 15 minutes, but gives us the opportunity to learn more about what the guest hopes to get out of their stay. A lot of conversation happens during this tour.

We can then help them plan their itinerary for touring the area.

It’s important to set the tone right from the start.

“Hiring the right people doesn’t require psychoanalysis.”

I hire people who engage well with me, our staff and our guests. Hiring is a group decision I make with my managers. We want the person to fit in well with everyone.

In my experience, you cannot change behavior that was taught – so I hire people with good values.

“Just because it’s always been done this way….”

…doesn’t mean it’s right. The best hospitality companies of the future might have to do things a lot differently than service has been offered in the past.