InterContinental Century City Vows to Become the Best Hotel in Los Angeles

 

By Michael Douglas Carlin

Hollywood understands that when making movies the most important element is how the experience of watching a movie or television program makes you feel. Quality movies share this element with quality hospitality. Chris Lee, the General Manager of the InterContinental Hotel Century City has set his sights on becoming the absolute best hotel in Los Angeles. He has daily meetings with his colleagues to reinforce his vision for the future. Those meetings are paying off in big ways. In 2015 the InterContinental Hotel was ranked #44 in TripAdvisor. Now the hotel has climbed to #7. In the coming month there are many "sold-out” nights and business is brisk in the events, restaurant, and meeting space businesses.

 

 

At the conclusion of every guest stay they are asked if there was anything the hotel could have done better. The question is not asked as a routine memorized script simply to provide lipservice, it is asked sincerely to truly understand if there is anything that the hotel can improve upon. When expectations have not been met a report is written and each of the colleagues are brought into the discussion to examine where they fell short and how improvements can be made to better serve these guests as well as others in the future.

 

 

Becoming the best hotel in Los Angeles is no small task. There are many other incredible properties constantly vying for this top spot. General Manager Chris Lee has other assets that may get him there. One very solid attribute is the hotel owner, Sumitomo Realty, represented by on-site owner, Mari Miyoshi. She is very supportive of his vision and has begun to review capital projects to improve the hotel in meaningful ways. She hand-picked Chris for the position and sees him as a great team leader that has elevated the service levels at the hotel. She tells me that in July, Mari – the restaurant will be debuting an all new menu. That is exciting news in this zip code with lots of new food options and will definitely help in the quest to the top.

 

 

I reach out to LinkedIn for a recommendation on Chris Lee and find something astonishing, "I worked for Chris as a Manager in Training with Four Seasons Hotels and under his management was promoted and transferred within the company. Chris has by far been the most impactful manager I have worked for. He was influential to my development within the Rooms Division and taught me invaluable management skills. At the time I was quite often making mistakes and learning from them and he had the perfect amount of accountability, motivation and support that lead me to success. Chris truly shaped my career by setting expectations and challenging me in ways that were at times uncomfortable but couldn’t have been more beneficial. Chris has an unmatched passion to service standards, delivering results, development of others and creative innovations in the hospitality industry. In speaking to others that have worked with Chris, his influence and inspiration is echoed in their experiences. Chris will undoubtedly be ‘the best’ in anything he sets his mind to. I feel incredibly lucky to have worked for Chris and will always owe my success to his leadership and guidance.” – Corinne Miller – Conference Services Manager at the Four Seasons.

 

 

I ask Chris about his leadership skills and stumble upon his time in the U.S. Army. He served our country as a Sergeant and acquired valuable skills there leading soldiers. "Leadership is leadership,” he says "In hospitality or leading soldiers, effective leaders lead from the front. Our Century City style can be called ‘Aggressive Hospitality’ – going to our guests to please rather than waiting for a need. We develop a profile on each guest and we learn about their preferences and then each of the InterContinental Colleagues sets about to exceed expectations.” Achieving the epitome of luxury will come from customizing every guest stay and the hotel is on the path to get there partially because of the very low employee turnover. Happy employees/colleagues are a sure path to happier guests; therefore, Mari Miyoshi puts the colleagues first and thereby facilitates the path forward toward becoming the best hotel in Los Angeles. To that end guests are made to feel like they are extended family of the hotel and that has led to guests coming back again and again. I am always amazed by how many of the employees greet me on a first name basis when I visit the hotel. Some of them are the original 10 employees still with the hotel from the 1988 inception. I was actually one of the first guests at the hotel back then. Since the hotel was rebranded to InterContinental it has been steadily rising in rankings among the hotels in the InterContinental faamily to now be ranked at #5 for all guest satisfaction.

 

 

"What has elevated our status is leadership transparency beginning with Ms. Miyoshi and I reinforcing our goal to be the best every day at our meetings. Every employee/colleague has a list of standards they must hit but the most important standard is: did that guest feel that we cared for them. I lead from the front just like on the field of battle.” InterContinental Colleagues are trained to make guest stays an emotional experience that are heartfelt and unforgettable.

 

 

"The hotel celebrated the first 30 years. We are building memories for the next 30 years and plan to continually improve our product,” says Chris Lee with an infectious smile.

 

There are lots of food choices in Century City. Mari ranks right up there with the best of them. Organic, sustainably sourced California cuisine, under the direction of Executive Chef Shane Hosac, features a variety of fresh sushi, classic menu items as well as a fusion fare. On weekends there is a decadent brunch as well as a daily breakfast buffet. Nearly every dietary combination is available including vegan and gluten-free menu items. On July 19th a brand-new menu will debut to really shake up the Century City Community as this becomes the new Signature Destination for all of Century City to experience.

 

Views of the Pacific Ocean, Hollywood, Downtown or Beverly Hills may draw you in, but you will return knowing the space is crafted to maximize your experience for a business meeting, or a family stay. Breakfast or dinner on the terrace gives you the opportunity to soak in the California weather as you sit to sip coffee, wine, or another beverage. This may be the perfect opportunity for that private conversation you have been longing to experience with somebody important to you.

 

Open from 5:30 am to 1:30am the Copper Lounge is the perfect place to conduct business. Bar Manager, Scott Allen and his team has all of your food and beverage needs covered. Relax and stay all day or pop in and out for a quick drink or meeting. A robust menu with craft beers and full bar will be sure to delight your guests.

Host of the Beverly Hills Bar Association’s Installation Banquet for as long as I can remember as well as the location of Lorraine Jackson’s Pearls of Hope Gala Dinner, the InterContinental is available for full scale conventions with up to 400 attendees, breakout meetings, VIP meetings, executive boardrooms, and outdoor spaces. Catering, event planning services, and audiovisual equipment are all additions to make your event a smashing success.