HOTELIER OFF-DUTY: Fairmont's Raki Phillips

As hoteliers refresh their focus on understanding guest behaviour, it’s time to look at hotels through the customer’s eyes. For Raki R. Phillips, area director of sales and marketing at Fairmont Hotels & Resorts, the worst thing a hotel can do is over-promise and under-deliver

How do you book a hotel?
(travel agent, direct phone call, direct email, online, mobile etc.) I get in touch with my contacts in the hotel industry. If that fails, I book directly online on the hotel website.

When was the last time you used a travel agent for personal travel?
I used a local travel agent two weeks ago to book my trip to Kiev.

Front desk or self-service kiosk – which one do you approach for check-in?
I still prefer the personal interaction and will opt for the front desk.

What’s the first thing you do when you enter your hotel room?
Jump on the bed, of course! Shortly followed by switching on the TV.

What would you prefer in your room – an espresso machine or kettle and fine teas?
Neither, I’m not a huge proponent of either tea or coffee. I would check the mini bar fridge for an ice tea.

What could you live without – in-room robe and slippers, or guest toiletries?
Guest toiletries.

What’s worse in your opinion — no spa or no bar in a hotel operation?
No bar. As a hotelier, it’s important to have a viable F&B programme to drive ancillary revenues, and a bar is crucial in that respect.

How much would you be willing to pay to use the internet in a hotel?
We’re moving into an age where charges for internet use are becoming obsolete. In the meantime, as a member of several loyalty programmes, the service is often complimentary.

How long do you wait for room service before calling to chase it?
About 40 minutes.

What item do you always hope to find on the in-room dining menu?
Apple pie, a favourite from back home (United States).

What are you most likely to complain about in a hotel?
Over-promising, such as when I’m advised that my suit will be pressed by a certain time, and it’s not delivered.

What will make you recommend a hotel to a friend?
Anytime I’m wow’ed.

What’s your hotel pet peeve?
Smoking room/floor.

What did you last pinch from a hotel?
At Fairmont Monte Carlo, I pinched F1 branded ear plugs (the race course was right outside my window!)

Article continues on next page ...

What’s best - pool or beach?
Pool, it’s temperature controlled for the sweltering summer months and you can swim laps.

What do you use - traditional menu or iPad menu?
IPad menu, if that option is available.

How do you relax when not at work?
I’ll watch a comedy movie at home and crash on the couch.

What’s your favourite holiday memory?
Experiencing the original La Petite Maison restaurant in Nice.

What’s your best business travel experience and why?
My incentive trip this year to the Fairmont Monte Carlo — from a pre-arrival call, to setting up full itineraries, no hidden or surprise charges and prompt and gracious service, it was an immaculately organised trip.

Have you ever checked out of a hotel early because it was so bad? Why?
Yes. I once checked into a boutique hotel in Istanbul that was a complete departure from the brochure, and not in a good way. Whenever you have to take an elevator down to your guest room, it is a sure sign that the rest of the stay won’t end on a high note.

Which airport would you most hate to be delayed in?
Darussalam airport. It was the airport I spent some time in before heading to and climbing Mount Kilimanjaro.

How many hours could you cope without your Blackberry/iPhone when on holiday?
The most that I’ve e-toxed was for about a day and a half.

What would you be if not a hotelier?
A diplomat. Barring that, a drummer in a rock band.

Tell us one thing your team don’t know about you?
That I’m an adrenalin freak.