Steve Pinetti impresses MENG NoCal members and guests
I hope you were able to attend the meeting on January 29. We had a great turnout and a very well-received presentation.
Steve Pinetti, Vice President of Sales and Marketing for Kimpton Hotels and Restaurants told the story of how Kimpton’s brand has evolved over the years from individual hotels and restaurants to a reputation for unique and welcoming places to eat and stay to an umbrella brand to … what comes next.
Steve’s insights on giving every customer who walks through the door an incredible and personal experience were fascinating. From the now-legendary goldfish at the Monaco hotels to a loyalty program that sounds more like the hotels being loyal to the guests rather than the other way around, it was clear how Kimpton maintains the reputation that they do.
Steve also gave us some valuable insights into maintaining that level of service as the company experiences rapid growth and how involving employees at all levels becomes so vitally important. I know I was impressed by the amount of time Steve and his executive colleagues spend with employees in every Kimpton hotel, and found amusing (and insightful) the story of the front-desk staff member in San Francisco who challenges guests to cut a deck of cards (if the guest wins, they get a free movie or a room upgrade).
He also discussed how Kimpton’s commitment to corporate social responsibility, including their environmental efforts, helps keep the Kimpton brand on top.
If you missed the presentation (or just want to take another look), you can see Steve’s presentation here.
Check back here in a few days for information on our February 26 meeting, which will be at 6:30 PM in San Francisco. I hope to see you there!
Tags: Branding, Kimpton, Pinetti, Summary