Navigating a Premium Brand in a Down Economy
Thursday, February 11, 2010
9:00 - 10:00 am
Paul Westbrook, Brand Senior Vice President, Luxury Segment, The Ritz-Carlton Hotel Company
The Ritz Carlton is a renowned brand known globally as the gold standard in customer service and hotel experience. Through an interactive interview, Mr. Westbrook will incorporate timely, relevant topics such as: how to navigate a premium brand in a down economy, how to create a culture that puts your guests, consumers or clients first, and how to apply best practices in leadership. Expect a highly engaging session that will offer actionable "how to" insights to help you take your organization to the next level.
During this interactive session attendees will:
- Discover how to navigate a premium brand in a down economy.
- Learn how to delight clients beyond standard customer service.
- Glean best practices from The Ritz-Carlton and understand how to implement them in their businesses.
PRC: 1 Contact Hour Business
Speaker Profile
Paul Westbrook is the Senior Vice President of Product and Brand Management for The Ritz-Carlton Hotel Company. He is responsible for leading the company's corporate product team, including operations and strategy for the rooms, food and beverage, culinary, spa, retail and guest recognition divisions.
Previously, Mr. Westbrook served as Vice President and Area General Manager of The Ritz-Carlton, Washington, D.C. In that role, he oversaw operations at four Ritz-Carlton properties in the greater Washington, D.C. area.
Mr. Westbrook first joined Ritz-Carlton in 1985 as Executive Assistant Manager, Food and Beverage at The Ritz-Carlton, Buckhead. He later moved to The Ritz-Carlton, Atlanta, where he worked as Executive Assistant Manager, Rooms. He then served as the General Manager of The Ritz-Carlton, Dearborn; The Ritz-Carlton, Pentagon City; and The Ritz-Carlton, Washington, D.C. on Massachusetts Avenue.
In 1997, he became the Director of Franchising, Food and Beverage for Marriott International, where he improved franchisee satisfaction and implemented more than 15 different restaurant and lounge concepts. He was promoted to the Vice President of Franchising Operations in 2000.
Mr. Westbrook received his degree in Hotel Management from Ecole Hoteliere de Lausanne in Lausanne, Switzerland. He also holds degrees in French Language Studies from Fribourg University and Hotel and Restaurant Administration from Paul Smith's College in Paul Smiths, New York. He is a member of the Conference Board for Brand Managers and President of the Washington DC Lausanne Alumni Association.