Ritz- Carlton Hotel Company president and chief operating officer speaks of employees’ power to create memories

Service from the heart
Ritz- Carlton Hotel Company president and chief operating officer speaks of employees’ power to create memories 

In his keynote address to hospitality and tourism students, Simon Cooper, president and chief operating officer of Ritz-Carlton Hotel Company, stated that while the look of hotels may be changing, what customers are expecting has not.

Cooper was in Toronto recently to speak at the Homecoming Brunch at Ryerson University in Toronto, on September 20, 2003. Organized by the Ryerson Hospitality Alumni Association (RHAA), the fourth annual event welcomed over 140 industry colleagues and hotel students from Ryerson and other local community colleges.

Cooper stated that with so many choices in the marketplace, guests still value service excellence and core basics such as a clean room. However, the hotel companies that distinguish themselves in the hearts and minds of customers are those whose employees serve "from the heart" to gain customer loyalty.

"Mr. Cooper delivered a message of optimism and excitement for students who have chosen an industry that has been significantly impacted by changing world events," says Paul Gardian, RHAA vice-president and organizer of the Homecoming Brunch. "We were delighted when Mr. Cooper accepted our invitation to address students not only from Ryerson but from other hotel schools within the GTA".

"The Homecoming Brunch has become a leading industry event, bringing together the Toronto hotel community and the ‘hoteliers of tomorrow,’" says Matt Butko, president, RHAA. Last year, the brunch featured industry leader Isadore Sharp, president and chief operating officer of Four Seasons Hotels.


About the Ryerson Hospitality Alumni Association
With a mission to foster and enhance relationships between alumni and students of Ryerson's School of Hospitality and Tourism Management, the Ryerson Hospitality Alumni Association (RHAA) is composed of graduates from Ryerson's hospitality and tourism program. During the academic year, the association awards an annual scholarship and sponsors various social and educational events, including the annual fall Homecoming Brunch, a “Meet 'n Greet,” and a spring golf tournament in May.
Visit http://www.ryerson.ca/rhaa for additional information.