64TH UICH B´17CONGRESS MAGAZINE

CONGRESS PROGRAM / 03 GREETINGS / 04 EDUCATIONAL DAY / 09 DOCUMENTARY / 14 PARTICIPANTS / 16 SPONSORS / 22

© INGO FRIEDRICH / FOTOLIA Congress Program

23 MARCH 2017 26 MARCH 2017

8:00–18:30 Airport Tegel, Airport Visit our Market Place all Schönefeld, Central Station day long and get connected Arrival of Delegates to our valued partners  18:30–23:00 Kraftwerk 8:30–16:30 Maritim Hotel Opening Ceremony General Assembly Smart elegant Active Members only Business attire Just be sexy enough for Berlin 9:30–16:00 Berlin 24 MARCH 2017 Time to discover multifaceted Berlin 8:30–17:00 The Ritz-Carlton, Berlin Spouse program Board of Directors Meeting 19:00–23:00 Berlin Business attire Free Evening – Sections 9:00–11:00 Maritim Hotel Dinner About “Les Clefs d’Or” Mandatory for all First Timers 27 MARCH 2017 except Directors. Optional for all others. 8:30–16:00 Berlin Presentation by Michael Romei Discovery Day Business attire Wellness & Fun at 9:40–17:00 Berlin Tropical Island Exclusive City Circle Tour 8:30–16:00 Berlin 19:30–21:00 Berlin History & Culture Tour Dine Around 18:00–23:00 Maritim Hotel Gala Night 25 MARCH 2017 Dinner Jacket, Evening Dress “The Golden Twenties” Visit our Market Place all Best costume will be awarded day long and get connected to our valued partners 28 MARCH 2017 8:30–17:00 Maritim Hotel Les Clefs d’Or Award 2017 6:00–18:00 Maritim Hotel & Marjorie Silverman Marriott Hotel Business attire Departure of Delegates We don’t believe everything is about having great technology. We don’t just rely on having the youngest 8:30–17:00 Maritim Hotel  eet of aircraft in Europe, or the most comfortable Educational Day – Made in departure lounges. Or even offering digital services Germany that make travelling so much easier. We rely on our Business attire people. It is our people who make the time you spend  ying between A and B so much more than 9:00–16:00 Tour to Potsdam that. Because we really want you to leave our aircraft Spouse program the same way you got on: with a smile. 19:00–0:00 Arminius Markthalle Street Food Market Casual

© INGO FRIEDRICH / FOTOLIA 03

1210_002385_LH_Sonderinsertation_Motiv_Premium_ET_23-03-2017_210x297.indd 1 28.02.17 13:49 Greetings Greetings

Thomas Munko / Dear Friends On behalf of Les Clefs d’Or Germany and the Planning Committee I would like to personally welcome you to the From Around The World, 64th UICH Les Clefs d’Or Congress in Berlin.

We truly hope that the outcome of the Berlin congress and the networking venues in this vibrating city will strengthen your professional and personal background and create many memorable experiences and face-to-face encounters for you to take back home.

Yours faithfully with respect, trust and friendship

omas Munko President Les Clefs d’Or Germany

If ever someone claims, impossible things are unbelievable, does so out of lack of experience. – RON SEGAL –

04 © INGO FRIEDRICH / FOTOLIA 05 Greetings Greetings

Colin Toomey / Dear Members and Friends,

It is with a great sense of excitement that we join together in the beautiful city of Berlin for this year’s highly anticipated 64th International Congress. On behalf of the International Executive Committee of Les Clefs d’Or I welcome you to what will surely be a truly memorable occasion.

Germany has a very proud history in our Society, one that dates back to the earliest days of our association. Indeed it is this pioneering spirit that contributed so much to the formation of Les Clefs d’Or in Western Europe so many years ago. I am sure that our hosts will in some way incorporate elements of this rich tradition into parts of the program. Having waited over 30 years to welcome our members back to their country, our friends in Berlin will be eager to showcase the very best of German hospitality. Although it will be quite a challenge to surpass the previous year’s efforts from our team in Dubai, President Thomas Munko and his hard working committee will do everything they can to realise this dream. They are a young and dynamic team who are thrilled to have been given this opportunity. I commend them for developing and producing such an interesting and diverse Congress program, I am sure that it will appeal to all attendees. A particular highlight each year is the all-important Educational Day and I know that our committee this year has invested a great deal of time and effort in producing an outstanding seminar.

For those of you who have made the effort to travel to Michael Müller / MESSAGE A warm welcome to all of the participants in the Berlin I thank you for taking the time to join us. Whether 64th international congress of U.I.C.H. Les Clefs d’Or – this is an annual fixture on your calendar or the first of from the Governing welcome to Germany’s capital city! many Congresses to come, I trust that you will leave this wonderful city with great memories and a renewed sense Mayor of Berlin for the Today’s Berlin is one of the most popular destinations for of purpose. th visitors from around the globe, thanks in part to its out- 64 International standing hotels and its remarkably diverse restaurants. e city I very much look forward to spending quality time with is open-minded and rich in culture, and you’ll  nd traces of an you in the week ahead. Congress of the Concierge eventful history at every turn.

Yours in friendship, Association UICH Les I am sure that you, as experienced concierges, will quickly discover our city’s merits for yourselves. And so I’d like to wish Colin Toomey Clefs d’Or from 23 to you a very pleasant stay in Berlin with many engaging President Les Clefs d’Or International encounters at your congress with colleagues from all over the 28 March 2017 in Berlin world. Hopefully, you’ll also  nd the time to dip into the city’s diverse cultural life and enjoy what Berlin has to o er. Let your visit to our city become an adventure you’ll long remember!

Michael Müller Governing Mayor of Berlin

06 07 Greetings

Tamas Ungar / Dear Friends and Colleagues, Educational Day On behalf of the Central European Zone, I send you Made in Germany my best wishes for a productive and fruitful International Congress of UICH in the beautiful city of Berlin.

Burkhard Kieker / Dear participants, I would like to welcome you all to the 64th International Congress of Les Clefs d’Or.

Everyday you have it in your hands: The Golden Key. Our Zone is very proud and honored that this The key to the rooms of many guests who have often had important event will take place in our area. a long journey in order to come and discover your city. We all know the commitment and dedication of For a moment you, with your kindness and service, are our dear friends and collegaues from Germany the face of your city. – ZeGermans. Since they have known our Congress will be It is great to be able to welcome you all to Berlin this in Berlin, they have made a very tight and year. Be captivated by the charm that emanates from this well-organized schedule for our professional exciting metropolis. Over the last few years, Berlin has association, and I am sure that we will enjoy developed a special kind of magnetism: its freedom, this experience of german precision and the creativity and culture attract people from all over the cosmopolitan life of this fascinating capital. world. There is always something going on, at any time I’m sure we all will be “Berliner” for these of the day and on every day of the year: Berlin is 365/24. couple of days. There are highlights, entertainment and cultural events I wish for all the participants of the congress to every day. feel the spirit of the Clefs d’Or and to enjoy the German hospitality at its highest level. Get out and stroll through the streets, sit in a café and admire your surroundings. Berlin is a fantastic, varied city. Willkommen in Berlin! Welcome to Berlin! Yours in Friendship

Burkhard Kieker Tamas Ungar Managing Director visitBerlin Zone Director, Central Europe

08 © VISITBERLIN / PHOTO: THOMAS KIEROK © INGO FRIEDRICH / FOTOLIA 09 Educational Day The Education Committee is excited to introduce the speakers; all of who are industry leaders with global perspectives.

Their valuable insight and pers pective will motivate and inspire concierges to accentuate 64th UICH Les Clefs d’Or International their values, standards and personal well-being whilst incorporating attributes of the Congress Education Day: Program Content over-all congress theme Made in Germany: “integrity + ingenuity”; “quality + excellence”; “longevity + durability”. The three morning workshops will run simultaneously throughout the morning, giving Attracting and Heather Jacobs leads the Internati- delegates the oppor tu nity to attend each session. Retaining the onal Human Resources Operations Concierge in Today’s for Four Seasons Hotels and Resorts, a global luxury leader in hospitality. Marketplace: Heather has more than 20 years’ ex- High-Touch or High- perience with the brand and has wor- Tech? ked in the US, Europe and now the – Heather Jacobs, Middle East. In her current capacity, EDUCATIONAL DAY she is based out of Dubai with a pri- PROGRAM TIMELINE Senior Vice President, mary focus on all hotel and regional International Human offices in EMEA and APAC which Resources, covers more than 50 properties and 08:30 Welcome by Education 13:30 Voice of the Customer: Four Seasons 20,000 employees. Committee The Evolution of Hospitality, Future Guest Needs & Service Hotels & Resorts 08:45–12:15 Attracting and Retaining the Expectations. Concierge in Today’s Market- Matthew Costin, Managing place: High-Touch or High- Director, On the Move, BDRC Tech? Continental Heather Jacobs, Senior Vice President, International 14:15 Keynote Speaker: Human Resources, Ralph Anderl, Founder and CEO, Best in Class – Chris Fradin brings 19 years of hos- Four Seasons Hotels & Resorts ic! berlin A Conver sation with pitality and marketing experience to Best in Class – A Conversa tion Forbes Travel Guide For bes Travel Guide’s presence in with Forbes Travel Guide. 15:15 Coffee Break Europe. Fradin joined Forbes Travel Chris Fradin, Vice President Europe, – Chris Fradin, Guide in early 2015, opening the Forbes Travel Guide 15:45 Collaborative Sharing Vice President Europe, Lon don office and leading the expan- Recharge, Replenish and Forbes Travel Guide sion efforts across the continent. Reconnect: Create your Blue- 16:00 Acknowledgements Fradin travels regularly and widely, print to a Healthy and Balanced supporting the best-in-class proper- Career. 16:15 Service Through Friendship. ties around Europe. Previously to For- Stephanie M. Piimauna, Claudia Hendriks & Jesse van bes Travel Guide, Fradin was Direc- Professional & Leadership den Broek tor of Sales and Marketing for D&D Development Consultant and London, a leading restaurant and ho- Inspirational Speaker 17:00 Conclusion of the Education Day tel group based in London, with 34 restaurants across the capital. Prior to 10:45 Coffee Break joining D&D London, Fradin headed up Preferred Hotel Group’s London 12:15–13:15 Lunch office as regional director (covering the U.K., Ireland and the Nordics).

10 11 Educational Day Educational Day

Recharge, Replenish Stephanie has been in the customer Keynote Speaker Ralph is the founder of ic! berlin, an and Reconnect: service and learning and development – Ralph Anderl, independent eyewear label producing Create your Blueprint industry for 23 years, she has traveled Founder and CEO, frames exclusively in its own work- across the US and Europe facilitating shops in Berlin. In the nearly two deca- to a Healthy and leadership training and delivering ic! berlin des since its creation, ic! berlin has Balanced Career mo tivational speeches for various or- picked up over 20 design awards from – Stephanie M. ga nizations. Stephanie is a certified all over the world and is sold in over Piimauna, trainer for Franklin Covey, graduate 60 countries. Ralph has been descri- of Rapport Leadership’s Leader 1 & bed as inspiring, refreshing, a visionary, Professional & Leader- Power of Communication Program, an intellectual and artistic; from this ship Development graduate of Mastership for Transfor- list one can easily discern that this is a Consultant and mation Leaders Program, certified in unique individual and company. One Inspirational Speaker UCSD’s The Strategic Leader Course, of Ralph’s personal passions is singing spoke at the 2016 ERG & Council and it has overflowed into his company conference, and is a faculty member as a come-as-you-are choir held the for University of California at San first hour of the workweek. Perpetu- Diego. Stephanie delivers with energy ally on the move Ralph doesn’t have and enthusiasm that brings her sessi- an office, or even a desk he can call his ons to life. own. The longest he sits in one place is usually the giant red armchair in the foyer when he checks his emails.

Voice of the Customer: In 15 years at BDRC, Matt has wor- The Evolution of ked with many of the world’s leading Porsche Design Computing Hospitality, Future hospitality companies, such as IHG, Hilton, Starwood and Marriott. He is Guest Needs & an expert in the fields of consumer Service Expectations mo tivations, brand equity and custo- – Matthew Costin, mer experience and is also a recogni- Managing Director, sed authority on the dynamics of the meetings and conference (MICE) On the Move, s ec tor. Alongside his management BDRC Continental res ponsibilities, Matt retains a hands- on role with custom research and consultancy assignments, as well as BDRC’s well established VenueVer- dict programme – an enterprise feed- back and customer relationship bench- marking scheme which he launched The 2017 UICH Education Committee in 2006. He is a regular speaker at wishes you an enriching and productive day. international hospitality conferences Anders Ruggiero, 3rd International Vice President and holds an MA degree in Internatio- Maurice Dancer, Chair; Sheron Empey, Co-Chair nal Relations from the University of Jeanne Mills, Secretary; Rebecca Hawkins, Advisor Sussex and an MBA from Henley Thomas Munko, Congress Chair; Philipp Stopp, Busi ness School. Congress Representative; Anna Endrihovskaia; Yasar Ozan PORSCHE DESIGN BOOK ONE Guner; Mayumi Hayakawa DESIGNED TO PERFORM

www.porsche-design-computing.de

12 Porsche Design Berlin | Kurfürstendamm 48

PD_AZ_BOOK_ONE_Brosch_BayrischerHof_210x146mm_RZ_v2.indd 1 03.03.17 10:46 Award Documentary Les Clefs d’Or® Award Candidates 2 017 Service in honor to Through Marjorie Friend- Silverman ship

Christian Fons Ciaran O’Hanlon SPAIN NEW ZEALAND Fairmont Rey Juan Carlos I Grand Millennium Auckland “ Claudia Hendriks / My dearest Netherlands and Anna Endrihovskaia from Moscow. We follow the Concierges in the build- �up to the friends whom I haven’t 63th International Congress, which will take place in met yet … Dubai 2016 … and get answers to questions such as: How does Thomas view the Society? What drives Anna Jaimy de Graaf Mark Finn Suha Yesilyurt Vaclav Jancarik to be the best Concierge possible? And will Maurits win HOLLAND CANADA FINLAND CZECH REPUBLIC You probably don’t know me, but that’s gonna change the Andy Pongco award? Waldorf Astoria Amsterdam Fairmont Pacific Rim Arctic Light Hotel Mandarin Oriental Prague soon! This year will be my first congress and I’m honou- red to be invited by the amazing organizing committee From the beginning of this production, being able to from Berlin – as a documentary director. view the documentary at your beloved Congress, has My name is Claudia Hendriks. Last year I made a do- been a big wish for me. I will be present in Berlin cumentary about Les Clefs d’Or and graduated with it with my producer Jesse van den Broek to present the from Film University in the Netherlands. It has been a movie which our goal is for you to be proud of as a year full of such immense joyful moments and I had the Concierge – because we want to show the true magic of privilege to work together with a talented team to estab- your profession. William Thomson Vitaliy Antropov Mark Anderson Malte Masuth lish the documentary. You are now going to watch it for The film will also be available for sale as the Congress GREAT BRITAIN RUSSIA AUSTRALIA GERMANY the first time, at the 64th International UICH Congress. and if you like, you can watch the trailer and news on our Macdonald Randolph Hotel The Ritz-Carlton, Moscow Park Hyatt Sydney Hotel Breidenbacher Hof facebook page: The documentary ‘Service Through Friendship’ is a www.facebook.com/servicethroughfriendship. 38 minute long film about the mysterious and wonderful worldwide society of Les Clefs d’Or. It portrays three See you all in Berlin! Love and friendship, Concierges based in three different cities: Thomas Munko from Berlin, Maurits den Dulk from The Claudia Hendriks – Documentary Director

Thomas Munko from Berlin, Lukas Fürst Jessica Gorman Alexandre Guevel Maurits den Dulk from The Netherlands and Anna AUSTRIA USA FRANCE Endrihovskaia from Moscow Park Hyatt Vienna The Ritz Carlton, Atlanta The Peninsula Paris in “Servive Through Friendship”

14 15 Participants

Bajouk, Simon Wang, Grase Hotel Ritz Carlton, Montreal Bel Panorama Participants Bellemare, Etienne Wang, PoChe Sofitel Golden Mile Montréal Regent Taipei ARGENTINA AUSTRIA Bourgeault, Véronique Marriott Chateau Champlain Alonso, Daniel Dickhut, Florian Bovoli, Simon InterContinental Mendoza Kempinski Hotel Das Tirol Fairmont Le Chateau Brauer, Valeria Fuerst, Lukas Frontenac Park Hyatt Buenos Aires Park Hyatt Vienna Carfoot, Dillon Diaz, Lelia Gombocz, Julia The Oak Bay Beach CZECH REPUBLIC Swissôtel Lima Park Hyatt Vienna Chandra, Rosh Espinos, Maria Hausberger, Johannes River Rock Casino Resort Hakenová, Šárka Sofitel Buenos Aires Hotel Bristol Vienna Doman, Verinda Prague Marriott Hotel Falco, Anahi Kékesi, Domonkos Vancouver Marriott Pinnacle Holcova, Gabriela Four Seasons Hotel Kempinski Hotel Das Tirol Hotel Hilton Prague Buenos Aires Klingsbigl, Thomas Elliott, Robin Iwazawa, Diana Fernandez, Sebastian Hotel Goldener Hirsch Shangri-La Hotel Toronto Hilton Prague Hotel Madero Buenos Aires Ludewig, Dieter Empey, Sheron Jancˇarˇík, Václav Penachino, Fernando Hotel Bristol Vienna Four Seasons Hotel Vancouver Mandarin Oriental Prague Alvear Palace Hotel Muigg, Florian Ethier, Alain Klapetkova, Barbora Rey, Martin Hotel Bristol Salzburg Le St-Sulpice Hotel Montreal Hilton Prague Old Town The Brick Hotel Nemeth, Klara Finn, Mark Kudrnova, Marketa Urroz, Carla Grand Tirolia Kitzbühel Fairmont Pacific Rim Four Seasons Hotel Prague Ike AssistÍncia Neubauer, Christian Gualandi, Lanfranco Mazuchova, Daniela Vergara, Andres Hotel Am Parkring SoHo Metropolitan Hotel Radisson Blu Alcron Hotel W Hotel Santiago Paral, Christian Hage, Bertine Ripplova, Denisa Pecher, Andreas Four Seasons Hotel Vancouver Prague Marriott hotel Sheraton Grand Salzburg Hayashi, Shelley Spurek, Milan Pfleger, Beate Pan Pacific Hotel Vancouver Four Seasons Hotel Prague Parkhotel Brunauer Joseph, Melanie Zezula, Petr Seite, Friedhelm Hotel Nelligan Four Seasons Hotel Prague Hotel Bristol Salzburg Knudson, Miguel AUSTRALIA Strambach, Norbert The Sutton Place Hotel Hotel Schloss Fuschl Vancouver Aberin, Jason Trathnigg, Marion Kronwitter, Stephanie Hilton Sydney Park Hyatt Vienna InterContinental Toronto Centre

Adams, Nikolas Voigt, Philipp Lavoie, Luc Stamford Plaza Melbourne The Ritz-Carlton, Vienna Hotel Bonaparte DENMARK Anderson, Mark Voros, Peter Lynn, Hana Park Hyatt Sydney Grand Hotel River Park Four Seasons Resort Whistler Adelhardt, Pernille Bocock, Nick MacDougall-McLean, Jarren Hotel Bella Sky Sofitel Sydney Shangri-La Hotel Vancouver Børgesen, Sean Brown, Nathan McKenna, Anne Khokhar, Arshad The Star Fairmont Le Chateau Frontenac Best Western Hotel City Chang, Eugene Melendez, Andrea Ruggiero, Anders Pier One Sydney Harbour Thompson Hotel Toronto Hotel d’Angleterre Constantine, Rhett BELGIUM Mooney, Don Soliman, Mona Pullman Melbourne Albert Park Fairmont Banff Springs Tivoli Hotel & Congress Detering, Jacob Haluk, Sahin Parent, Gerald Center InterContinental Melbourne Hotel Amigo American Express Travel & Sørensen, Uffe The Rialto Moreno, Nieto Lifestyle Services Radisson BLU Royal Hotel Espino, Christian Sofitel Brussels Reid, David Villaume, Nete InterContinental Sanctuary Cove Van Cleve, Mariano Fairmont Hotel Vancouver Hotel Copenhagen Crown Resort Sofitel Brussels Roma, Anna Forth, Adam Phi Centre Stamford Plaza Hotel Adelaide Scott, Matthew Kaul, Siddhartha Fairmont Pacific Rim InterContinental Adelaide Slade, Curtis

Lee, Gary Wedgewood Hotel & Spa Swissotel Sydney Thuan-Kerwin, Vanessa FINLAND Lier, Toby BRAZIL Omni King Edward Hotel Hilton Melbourne South Wharf Frank, Olow McBrearty, Peter Cury Farha, Renata Grand Hôtel Stockholm The Langham Melbourne InterContinental Sao Paulo Hirsch, Carl Wilhelm McLean, Paul Borges, Guilherme Grand Hôtel Stockholm Emporium Hotel JW Marriott Rio de Janeiro Joutsenvuo, Sami

Nobleza, James Prime Hotel Katajanokka Parkroyal Sydney CHINESE TAIPEH Kovanen, Lauri Ridenour, James Helsinki Limo InterContinental Melbourne Chao, Chun Lundin, Yngve The Rialto Mandarin Oriental, Taipei Naughton, Sean Tanaka, Hidetaka Lai, Alex Chien Hung Hotel Rival Hilton Sydney CANADA Regent Taipei Sihlberg, Dennis Toomey, Colin Lee, Rex Grand Hôtel Stockholm Shangri-La Hotel Sydney Asselin, Francine W Taipei Vidal-Stockley, Virpi Zarzour, Magdi Hotel Le 71 Lee, Kuo-Wie BW Plus Hotel Haaga Amora Hotel Jamison Sydney Avaria, Carolina Millennium Hotel Taichung von Mentzer, Adam InterContinental Toronto Hotel Kungsträdgården Yorkville

16 © INGO FRIEDRICH / FOTOLIA © DIKOBRAZIK / FOTOLIA 17 Participants Participants

Watson, Steve Rollero, Stéphane Lindner, Tobias Selcuk, Miko Sparla, Eef Vengurlekar, Shaunak Sheraton Stockholm Hôtel de Paris Monte Carlo Hotel Bayerischer Hof München The Franklin De L’Europe Amsterdam Four Seasons Hotel Mumbai Yesilyurt, Suha Ruiz, Dimitri Masuth, Malte Serra, Miguel Stoevelaar, Ron Yadav, Rajesh Arctic Light Hotel Auberge du Jeu de Paume Breidenbacher Hof The Park Tower Knightsbridge Pulitzer Amsterdam Taj Palace Hotel New Delhi Yip, James Rumenjak, Ivan Mehlhorn, Stephan GREAT BRITAIN Steadman, Mary Van den Berg, Aad SOUTH KOREA Nobis Hotel Spagnolo, Bruno Regent Berlin Insignia Group of Companies Intercontinental Amstel Hotel Steffens, Sven Mittelbach, Lukas Barclay, Alister Still, Paul Amsterdam Han, Young Hee Lancaster Regent Berlin Dakota Deluxe Glasgow London Hilton on Park Lane InterContinental Alpensia Resort Teixeira, Mario Moenkemoeller, Benjamin Bernichi, Karim Sturge, Andrew Hyoungchul, Kim Trama, Agostio Hotel de Rome Hotel Cafe Royal Flemings Mayfair Hotel Haevichi Hotel & Resort Jeju Meridien Etoile Paris Müller, Jörg Bewick, Keith Thomas, Simon IRELAND Jang, Hyun Viano, Raymond International New York Times The Landmark Hotel The Lanesborough The Plaza Seoul FRANCE Meridien Beach Plaza Munko, Thomas Bianco, Nicola Thomson, William Burke, Paul Kang, Dragon Wijesuriya, Kumara The Ritz-Carlton, Berlin Bulgari Hotel London Macdonald Randolph Hotel, HONG KONG The Shelbourne Hotel InterContinental Seoul COEX Barrault, Benoit Pullman Chateau de Versailles Musto D’Amore, Amedeo Billa, Romain Oxford Mulholland, Martin Kim, You Mi Buddha Bar Hotel Paris Fairmont Hotel Vier Jahreszeiten Hilton London Bankside Whittle, Paul Chi Hung Terence, Yip Europa Hotel Grand Hyatt Seoul Bastoni, Roger Neumann, Janette Bowen, Nigel Le Meridien Piccadilly London The Luxe Manor Kim, Jin Ah Majestic Swissôtel Dresden Am Schloss Mandarin Oriental London Willecke, Claudia Pun, Indra Grand InterContinental Seoul Boisjoly, Bernard Raasch, Karsten Calon, Madeleine Four Seasons Hotel London Mandarin Oriental Hong Kong Parnas Braud, Johann Medical Assitance St James’s Hotel and Club at Park Lane Valenti, Giovanni Kim, Stefan Busetto, Toni Raber, Anne Caron, Christophe Williams, Bryan Mandarin Oriental Hong Kong InterContinental Seoul Hotel Hermitage Monte Carlo GERMANY Hotel de Rome The Beaumont London Maritim Wong, Yi Chi Lee, Jaden Cambournac, Olivier Raether, Ralf Cowen, Neil Wood, Geoff The Langham, Hong Kong ISRAEL Conrad Seoul Hotel de Crillon Baeslack, Stefanie Raml, Markus The Rembrandt Hotel Royal Automobile Club Woo, Eunsil Carnus, Geraldine Hotel Zoo Berlin Hotel München Palace Dellar, Gary Woodford, Nicky Alkalai, Ronen Lotte Hotel Seoul Hotel Hermitage Monte Carlo Benkwitz, Hans-Joachim Rossi, Steve Lupus Travel Air Courier International Ltd. Intercontinental David Tel Aviv Yoo, Ilhan Chauvin, Jean Francois Sofitel Munich Bayerpost Köln Marriott Hotel Fernandez, Oscar Wright, Andrew Avni, Itzik Hyatt Regency Jeju Hotel San Regis Bertram, Simon Sachse, Tim Intercontinental London Park Plaza County Hall The Ritz-Carlton, Herzeliya Yun, Bin Connan, Guillaume Park Hyatt Hamburg Hilton Berlin Park Lane Young, David Park Hyatt Seoul Chabé Limousines Beulshausen, Kathrin Schembri, Patrick Fitzpatrick, Martin Brown’s Hotel, Rocco Forte HUNGARY Delemarle, Charlotte Hamburg Marriott Hotel Excelsior Hotel Ernst Royal Automobile Club Alain Ducasse Beutler, Elisabeth Schindler, Marcus Froiio, Paolo Andronyi, Balazs Donel, Pierre Sofitel Munich Bayerpost Roomers Hotel Baden-Baden Grosvenor House, Hilton Budapest Renaissance Paris Boesemueller, Sandra Schinella, Michele a JW Marriott Hotel Buday, Peter Arc de Triomphe Regent Berlin Kempinski Hotel Frankfurt Fry, Natalie Four Seasons Hotel Gresham ITALY

Exbrayat, Harold Busato, Andrea Gravenbruch The Original London Palace MACAU The Peninsula Paris Kempinski Hotel Vierjahreszeiten Schlegel, Caroline Sightseeing Tour Ltd. GREECE Sajtos, Gábor Bollani, Filppo Fresneau, Nicolas München Les Clefs d’Or Germany Office Garai, Nicholas InterContinental Budapest Hotel Danieli Chang, Siew Loong Mark Hotel Westminster Paris Darenberg, Julian Secretary The Cumberland Hotel, London Khabbaz, Nadine Takács, Tamás Brunori, Francesco Sheraton Grand Macao Hotel Garot, Christian Regent Berlin Schnabel, Marc Glogg, Cedric Fairmont Amman Kempinski Hotel Corvinus Lydka, Paul Cotai Central Saint James Paris Domm, Sascha Kempinski Hotel Bristol Berlin Global Showcases Ltd. Liapis, Dimitrios Budapest Four Seasons Hotel Firenze Ieong, Julian Garrido, Marc Brenners Park-Hotel & Spa Schoenfisch, Sebastian Grimes, Alan Athenaeum InterContinental Ungar, Tamás Paonessa, Michele Galaxy Hotel, Macau SAR China Radisson Blu Nice Dreissigacker, Timo Grand Hyatt Berlin Cameron House Hotel Athens Corinthia Hotel Budapest Plaza Hotel Lucchesi Lok, Siu Ling Glaser, Mathieu Rocco Forte Villa Kennedy Seumel, Anke Hagan, Michael Vrettos, Emmanuel Zsida, Laszlo Parlanti, Massimo MGM Macau Sofitel Strasbourg Ehmann, Jochen Rocco Forte Hotel de Rome Four Seasons Hotel London Past President Danubius Hotel Astoria St. Regis / Westin Excelsior Tan, Edmund Guevel, Alexandre Rocco Forte The Charles Hotel Sommerfeld, Sophie at Park Lane Varvicchio, Pasquale Conrad Macao Cotai Central The Peninsula Paris Munich Le Meridien Hamburg Harman, Ashley Boscolo Exedra Romav Zhong, Jiang Xiong Guidetti, Dominique Francucci, Massimo Sonnemann, Sebastian Rosewood London Autograph Collection Altira Macau Park Hyatt Paris Vendome Kempinski Hotel Vierjahreszeiten Titanic Gendarmenmarkt Hawkins, Rebecca Zeaiter, Sami Guy, Jerome München Stopp, Philipp Ipekci, Burak Starhotels Rosa Grand Sofitel Paris le Faubourg Fustaino, Cosimo Waldorf Astoria Berlin Andaz Liverpool Street Kaiser, Pierre Hotel Mercure Residenz Urban, Linda Jupiter, Michael NETHERLAND INDIA The Peninsula Paris Frankfurt Waldorf Astoria Berlin Hilton Kensington

Kaloya, Sanjay Gerber, Carina van Meerwijk, Lars Kelly, John Alexander, Pieter Amanna, Albert Artus Hotel and Hotel de Buci The Ritz-Carlton, Berlin Hotel Der Kleine Prinz Global Showcases Ltd. Gassan Diamonds Genesis Resorts Pvt Ltd MALAYSIA Paris Grimal, Hervé Velz, Heidi Kimura, Yuki Michelle Boellaard, Peter Belapallu, Nilesh Lesigne, Philippe Le Meridien München Weidenbach, Florian Hotel Cafe Royal Park Plaza Victoria Hotel St. Regis Mumbar JAPAN Kumarasamy, Ragu Intercontinental Paris Günther, Jana Hotel Bayerischer Hof München Lynch, Antony de Graaf, Jaimy Boteju, Haritha Pullman KLCC Hotel & Levejac, Roderick Grand Elysée Hamburg Wolf-Esch, Bernadette Kensington Hilton Waldorf Astoria Amsterdam Anantara Peace Haven Resort Abe, Kay Residences Four Seasons Hotel George V Helfrich, Robert Wright, Martin Machida, Toru Essink, Niels Tangalle Grand Hyatt Tokyo Teo, Freddie Lorans, Lionel Hoeftmann, Andre Le Méridien München The Savoy Sofitel Legend The Grand Dahiya, Naveen Hamasaki, Osamu St Regis Kuala Lumpur Raphael Paris Hotel Adlon Kempinski Berlin Massie, Stuart Amsterdam JW Marriott New Delhi Hotel Okura Tokyo Markovic, Michel Hoffmann, Katja Waldorf Astoria – Gerzon, Philip Gaikwad, Satish Higashide, Etsuko Meridien Etoile Paris Hotel de Rome The Caledonian Sofitel Legend The Grand Taj Mahal Palace The Capitol Hotel Tokyu Meillot, Guillaume Hundehege, Christoph Mellor, Alixandra Amsterdam Jhurani, Rajiv Imaizumi, Aiko Le Bristol Paris Waldorf Astoria Berlin Charlotte Street Hotel Mackenzie, Brian The Lodhi Grand Hyatt Tokyo Mendy, Hèléne Huth, Paul Mistretta, Luca NH Collection Barbizon Palace John, Albert Notake, Koji UICH Paris Office Secretary Grand Elysée Hamburg Bulgari Hotel London Magdi, Mohammed The Imperial Hotel, Conrad Tokyo Milz, Teiva Kaesler, Georg Nair, Binoy Hotel Okura Amsterdam New Delhi Onoyama, Asako InterContinental Tahiti Le Méridien München St James Court Hotel Mengue, Kyra Kapri, Sanjay InterContinental Osaka Monti, Patrice Kanbak, Aykut Pauco, Jose Amsterdam Marriott Hotel Sahara Star Mumbai Saito, Miki International New York Times Grand Hyatt Berlin Milestone Hotel Moos, Peter Saldanha, Edwin Shangri-la Hotel, Tokyo Poirier, Gerard Klein, Dieter Petrucenia, Andrius Intercontinental Amstel Hotel The Oberoi, Mumbai Sumiyoshi, Mayako Le Meurice Krüger, Sascha Park Plaza Sherlock Holmes Amsterdam Sarkar, Amitava Palace Hotel Tokyo Ravet, Gérard Hyatt Regency Düsseldorf Rodrigues, Joe Oudolf, Frank The Oberoi Grand Hotel Tajima, Masumi Cour des Loges Laaser, Nicolai Sofitel London St James W Amsterdam Srivastava, Nitin Mandarin Oriental, Tokyo Revel, Thierry Sofitel Gendarmenmarkt Rzepka, Lukasz Tha Claridges New Delhi Hôtel de Paris Monte Carlo Lenk, Joachim Sheraton Grand Hotel & Spa Tyagi, Anuj Hotel Adlon Kempinski Berlin Edinburgh Le Meridian Hotel Gurgaon

18 © DIKOBRAZIK / FOTOLIA © DIKOBRAZIK / FOTOLIA 19 Participants Participants

Mokhliss, Youssef Carter, Susanne Lopez, Jose Vondran, Daisaku La Mamounia The Ritz-Carlton, New York Palace Hotel Sheraton Universal Hotel Mostafa, Rahy Central Park Lundberg, Barbara Ward, Douglas

Sheraton Hotel Colmenares, Luis ARIA Resort & Casino Mandalay Bay MEXICO PORTUGAL SPAIN TURKEY Rosewood Washington, DC Lundberg, Victor Watson, Robert Cunningham, Laura Marks, Robert The Willard Inter-Continental Alvarez Calderon, Guillermo Assencao, Luis Bermejo, Raul Güner, Yasar Hutton Hotel Omni San Diego Hotel Watts, Chuck Hyatt Regency Mexiko City Hotel Ritz Four Seasons Lisbon Hotel Ritz Madrid Le Méridien Istanbul Czajkowski, Faith Matthei, Stephanie Hyatt At Olive Seattle Andrew Morlet, Alejandro Quintela da Silva, Paulo Lefort Carmena, Ramón Oner, Adnan JW Marriott Chicago The Carlyle, A Rosewood Hotel Whittington, Marilyn Presidente Intercontinental InterContinetal Lisbon Barceló Emperatriz Swissotel The Bosphorus Dancer, Maurice Mcinenery, Colleen Hyatt Regency Indian Wells Puebla NEW ZEALAND Martin, Borja Istanbul The Pierre, A Taj Hotel American Express Wilcox, Angie Ayala, Miguel Angel Hotel Ritz Madrid Dandashy, Sarah Miller, Maria St. Regis Washington, DC Sheraton Santa Fe Becker, Ingmar Redondo, Christian The London West Hollywood Hyatt Regency Miami Wittorp de Jonge, Maria Baas, Nelly Bolton Hotel Wellington Fairmont Rey Juan Carlos I Dolecki, Leigh Anne Mills, Jeanne St. Regis New York Secrets Aura Cozumel Concha, Gustavo Sánchez Moreno, José InterContinental San Francisco Beverly Wilshire Wolfe, Thomas Barocio, Maria Hilton Hotel Auckland Hotel Los Monteros Doutt, David Montez, Lydia The Fairmont San Francisco Sheraton Grand Los Cabos Krempaszky, David QATAR Montage Beverly Hills Park Hyatt Aviara Hacienda del Mar Heritage Hotel Auckland UNITED ARAB Falling, Regena Moreira, Celso Carrillo Estrada, Juan O’Hanlon, Ciaran Edirin, Jonathan EMIRATES Park Hyatt New York Towers of the Waldorf Astoria Esperanza, an Auberge Resort Rendezvous Grand Hotel The Royal Riviera Hotel Doha Farmer, Karen New York The participants list Castruita, Gisela Auckland Ferrer, Charles Afolabi, Temitope Four Seasons Hotel Chicago Muller, Giselle was current at the Le Meridien Mexico City Ryan, Shaun Rabie, Mohamed Al Ain Rotana Hotel Fazzari, Charisse St. Regis Bal Harbour time of going to press. Elvira, Diana Skycity Hotel The Ritz-Carlton, Doha SWITZERLAND Geadah, Roger Fitzgerald, Kathleen Naranjo, Carlos We apologise for any Guerrero Gonzalez, Gustavo Steele, Nick Saidi, Nizar Four Seasons Dubai Resort at Hyatt Carmel Highlands Inn Marenas Hotel late additions or Las Ventanas al Paraiso Barclay Suites Auckland La Cigale Hotel Bohley, Vanessa Jumeirah Beach Funai, Bryan Nargil, Jack alterations which have Hernandez, Pamela Santos, Randy Bellevue Palace George, Cleatus Mandarin Oriental Las Vegas Mandarin Oriental Washington, not been included. Dreams Sands Cancun InterContinental Hotel Doha Boutillé, Jean-Roland The Address Boulevard Dubai Goff, Nathan DC Lopez, Mario La Réserve Genève Hassan, Hisny Boston Harbor Hotel Nedry, Roberta Hotel Esperanza Breton, Mathieu Radisson Blu Yas Island Gonzalez, Bobby Hospitality Excellence, Inc. Martinez de la Vega Mendoza, Mandarin Oriental Genève Itani, Oussama Kimpton Gray Hotel Nitsche, Nancy

Luis Frieseisen, Luc Ajman Saray Gonzalez, David ARIA Resort & Casino Maritim Hotel NORWAY Hotel Schweizerhof Bern Konstantopoulos, Helen Langham Hotel Chicago Omerhodzic, Igor Masclef, Marina Gabsch, Ronald International New York Times Gorman, Jessica Loews Miami Beach Hotel Chileno Bay Fossbakken, Odd ROMANIA Park Weggis Kuckian, Ashok The Ritz-Carlton, Buckhead, Pallais, Raphael Molina, Marco Grand Hotel Oslo Gartner, Benjamin Beach Rotana Abu Dhabi Atlanta The Plaza Hotel Marriott Cancun Resort Skarsheim, Erik Malureanu, Catalin Four Seasons Hotel des Bergues Lanzanas, Marie Ela Gray, Laurel Peak, Mark Ortiz, Arturo Grand Hotel Oslo InterContinental Bucharest Genève Fairmont Dubai The Ritz-Carlton, Chicago The US Grant Hotel The St. Regis Mexico City Tudor, Muresan Giacomello, Aldo Pareva, Devanand Hernandez, Frank Peterson, Mark Ramirez Gamboa, Luis Sheraton Bucharest Hotel Hotel Beau-Rivage Genève Sofitel Downtown Hotel The Halekulani Hotel Bel-Air

64TH UICH B´17CONGRESS MAGAZINE Maritim Hotel Gmuer, Thomas Sam, Abey High, Michael Pinedo, Erick CONGRESS PROGRAM / 03 GREETINGS / 04 EDUCATIONAL DAY / 09 Ramirez Villegas, Victor Park Hotel Vitznau JW Marriott Marquis Dubai Dupont Circle Hotel in Langham Place New York DOCUMENTARY / 14 PARTICIPANTS / 16 Matilda Haug, Cornelius Silveti, Amado Washington, DC Riley, Franklyn SPONSORS / 22

Rubio, Aaron Kempinski Grand Hotel Nikki Beach Resort & Spa Dubai Hochmeyer, Robin Jill Trump International Hotel & The Resort at Pedregal PHILIPPINES des Bains DoubleTree Suites by Hilton Towe r Ruiz Espinoza, Paulina Louet, Jérémie Naples Romei, Michael Las Ventanas al Paraiso Hayakawa, Mayumi RUSSIA Grand Hotel Kempinski Genève Hogan, Isabelle The Towers of the Waldorf Sanchez, Monica Fairmont Makati Maerkl, Johanna The Mark Hotel Astoria New York Hotel Presidente Uy, Jerome Agalarova, Irada Park Hyatt Zurich Howard, Kevin Ruotolo, Gene InterContinental Santa Fe Solaire Resort & Casino Kempinski Hotel Moika 22 Meziere, Joseph Hotel Plaza-Athenee EPIC Hotel Silvera, Alvin Antropov, Vitaliy The Alpina Gstaad UNITED STATES Hudson, Kathleen Santana, Brenda The Bristol Hotel Panama The Ritz-Carlton, Moscow Ostertag, Albert Renaissance Indian Wells Faena Hotel MASTHEAD Basharov, Ilgiz Honorary President Abe, Naomi Resort and Spa Schoenberg, Mark Sochi Club Piderit, Alexander The Halekulani Hynes, Patrick Omni San Francisco Die Goldenen Schlüssel e.V. Endrikhovskaya, Anna Badrutt’s Palace Hotel Abisror, Kenneth USA Social Affiliate Simoneau, Marc Vereinigung der Hotelportiers MOSS Boutique Hotel Moscow Pierrain, Marc Mandarin Oriental New York Isrow, Adam InterContinental Boston Deutschland POLAND Korystov, Andrey Hotel Beau-Rivage Genève Abma, Claudia GoConcierge Sorrentino, Krista Hochstraße 21 / UG 14

Metropol Hotel Moscow Radtke, Timo Fontainebleau Miami Beach Jaeger, Lydia St. Regis New York 81669 München MAROCCO Brodowski, Sebastian Lisichkin, Leonid Atlantis by Giardino Alford, Danny Rosewood Mansion on Turtle Spielman, Muffin [email protected] Intercontinental Warsaw Marriott Novy Arbat Wiederseiner, Alfred Josef Le Meridien New Orleans Creek Stengel, Charlotte www.lcdg.org Ali, Lagrari Kazlova, Maryia Nikitan, Oleksii Andeliz, Eros Jewell, Caroline Fairmont Hotel San Francisco Lagrari Car Crowne Plaza Minsk Hilton Kyiv Baccarat Hotel New York St. Regis San Francisco Stiel, Holly President Anouar, Abdessamad Kondakova, Iryna Nikolaev, Pavel Bean, Brian Jones, Mary Lou Honorary Member Thomas Munko Hyatt Regency Casablanca Crowne Plaza Minsk The Fixxer Edition Hotel Hyatt Regency Tamaya Sundermeier, Jodi Vicepresident Benha, Souad Owczarek, Pawel Bernal, Eden Resort & Spa Trump Int. Hotel and Tower Safonova, Elena Florian Weidenbach Royal Palm Marrakech Hotel Bristol Warsaw Kempinski Hotel Moika 22 W Chicago City Center Kamber, Chip Chicago Honorary President Benjaroud, Reda Prasula, Piotr THAILAND Bigler, Frederick Kennedy, Gloria Taylor, Amanda Walter Freytag Sofitel Sofitel Warsaw Victoria The Peninsula New York The St. Regis Princeville Resort The Little Nell Hotel Benslimane Qasbaoui, Khalid Khampha, Chaba Bottomley, Andrew Kensbock, Danelle Thomas, Aisha Editor Sofitel Mandarin Oriental Bangkok The Joule Khan, Shujaat Gramercy Park Hotel El Rhachoui, Touria Khonthon, Praprute Bouvier, Catherine Capital Hilton Tucker, Phillip Tobias Lindner Royal Mansour Marrakech Amari Watergate Bangkok Westin San Diego Gaslamp Klus, Kristen Trump International Hotel Waikiki Khaou, Khadija Piirainen, Ladawan Qorter Four Seasons Hotel Chicago Valbuena, Amparo Graphic Design Naoura Barrière SINGAPORE The Peninsula Bangkok Boyer, Keoni Koki, Susan The Confidante Miami Beach Michael Kuch München Loutou, Saida The Ritz-Carlton, New York The Kahala Hotel and Resort Valtin, Leslie michaelkuch.de La Sultana Hotels Hendriyanto, Hendri Central Park LaMarche, Mary St. Regis Washington, DC Mamouni, Youssef Keraton At The Plaza Hotel Canas, David Sheraton Seattle Hotel van Zandt, Cynthia Print Le Meridien N’Fis Marrakech Jakarta Langham Place New York Leak, Sam Sofitel Washington D.C. Offsetdruckerei Alfons Butt Musaddiq, Syed Carlin, Shraddha The Venetian Voltsinis, Jeanie Obere Hauptstraße 30 InterContinental Singapore Westgate Hotel Viceroy Central Park 84072 Au in der Hallertau

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