Hotel Sorella, The Best in Class with Ryan Gullion


Hotel Sorella, The Best In Class with Ryan Gullion

Mel Johnson Professional Employer Consultant and Contributor on the Price of Business on Business Talk 1110 AM KTEK (on Bloomberg’s home in Houston) recently interviewed General Manager, Ryan Gullion. Ryan manages Hotel Sorella in City Centre. Hotel Sorella accolades includes Condé Nast Gold List ranked Best in the World, 2011, 2012, 2013 & 2014 Condé Nast Traveler Readers’ Choice Awards, 2010, 2011, 2012 & 2013 Boutique Lodging Lifestyle Hotel of the Year, 2012

Give me a history if your time with the company

I started with the company in 2002 at our property in San Jose, California. I was there as Assistant General Manager until the end of 2005. I was transferred to Houston as General Manager of the Lancaster Hotel downtown. I was there until the end of 2008 when I was sent to open Hotel Sorella as General Manager. We opened this property in August of 2009.

What part of your job gives you the most satisfaction?

My favorite part of this job is working with an incredibly diverse group of people and helping them find ways to grow and progress in their own careers.

Who are your typical guests staying at your hotel?

About 80% of our guests are C-Level executives. Many are returning guest that we know by name and that creates sort of a family feel.

Why would they pick Hotel Sorella over other hotels?

The service! We pride ourselves on the high level of service we provide. Also, Houston is known for the oil and gas industry. For business guest we are located near the energy corridor, as well as restaurants and shops which are all just steps away from the hotel. Another separator is that we understand business guests know the basics of checking into a hotel. Rather then focusing on the check in process and how to use the key, we focus our attention on service and small details that make them feel like they’re at home. In addition we have conference offices available for meetings and a strong Wi-Fi connect because many of our guests have business overseas and it’s very important for them to communicate at 3:00am in the morning.

How do you keep your team so upbeat about customer service?

I think the key is selecting, hiring, properly training, and then supporting individuals that are passionate about providing our guests with an incredible experience. You cannot instill that passion in people, they have to bring it. Our job as a management team then becomes all about making sure they have everything available to them to successfully care for our guests.


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