What’s the toughest job in the business? Housekeeping. You’re surprised?
Your one hotel must? I’m a pretty easy traveler, but I need a quiet room.
What’s your favorite non-Loews hotel? Montage Laguna Beach (30801 Coast Hwy.; 949/715-6000; www.montagelagunabeach.com; doubles from $795), for its welcoming attitude, extremely comfortable rooms, and unbeatable views of the Pacific.
When should the defining moment for a hotel guest take place? At checkout, when you see the number you’re actually paying, and you ask yourself, "Did I get value for my money?"
Describe your favorite service experience. Years ago I complained to the GM of the Clift Hotel in San Francisco, who’s a friend, that there wasn’t any shampoo in my room. When I got back, I couldn’t find the bed—it was covered in little bottles! Hey, it’s all about the recovery.
Chocolates on the Pillow Aren’t Enough: Reinventing the Customer Experience (Wiley; $26.95) is in bookstores.