How Fairmont San Francisco blends history with today’s customers.
In all the years that I’ve lived in San Francisco, I’ve always chosen to reside in Nob Hill. To me, this neighborhood defines the essence of: elegance, class and local history. With Grace Cathedral as my neighbor, while Polk Street, Chinatown and Union Square are only a few blocks away; to me, this neighborhood is the true sense of my American “home.” Once I graduated from Berkeley, I’ve come in and out of this country, experimenting with other cultures. At the end of the day, when I come home to San Francisco, Nob Hill provides warmth in a district that hosts a variety of secret gems in this fantastic city.
What the locals call here, is the Big Four, surrounding Huntington Park, which is circled by: Fairmont San Francisco, Huntington Hotel, Mark Hopkins Hotel and The Stanford. I used to, and still do, take walks in the park, particularly during dusk, to inhale the history that Grace Cathedral embraces. Sitting elegantly across the Cathedral, is Fairmont San Francisco; encompassing many past memories of a much younger version of myself, working in previous companies. I remember attending fancy cocktail parties at The Penthouse at the Fairmont, getting drinks with clients at the Tonga Room, and holding meetings in one of their grand ballrooms. How time moves so fast. I never imagined that one day, I would be sitting at a reserved table, with Tom Klein (Regional VP & General Manager) and Melissa (Public Relations Director) discussing Fairmont’s colorful history and the importance of customer service.
What I learned the most from my candid conversation with Tom is that, customer engagement is an art form. Furthermore, it exists in every career path. If it’s something that you can master within your industry, then you win. I love interviewing hotels, well, because I practically grew up in them. Additionally, they represent the best of hospitality, putting their needs aside for the satisfaction of others. It is a defined art that we, as professionals, can continue to refine. I had no idea that my Associate had only booked the interview for 30 minutes, while it lasted for an hour and 30 minutes. I am grateful to Tom and Melissa’s time, for sharing their insights and their stories of how to establish one of the finest hotels around the world.
Naturally, as humans, we falter to emotions of history. Why? Because if we didn’t know the past, we couldn’t possibly move onto the future with ascertained focus. Retaining history and blending it with today’s customers is the secret ingredient to Tom’s success within the hotel industry, and we must exercise that as entrepreneurs. The Fairmont San Francisco is only a few steps from my current home, but I walk by the institution now, with a completely different outlook. Accompanied by the gorgeous skyline of San Francisco, I take in the history of the local culture then stride on with what I need to accomplish today and tomorrow.
Check out more of my interview with Tom.
Planning a trip to San Francisco? Book a reservation at Fairmont San Francisco.
Safe travels,
