When road warrior Bill Kimpton launched the United States’ first boutique hotel in 1981, his vision was simple: create a space that felt more like a livable, stylish home than a big, impersonal hotel. For him, that meant incorporating playful interior design, award-winning dining and decidedly non-standard perks—like a daily hosted wine hour—at the properties that now bear his name.
But it was Kimpton’s belief in creating heartfelt human connections—with employees, guests and even their pets—that has truly translated into business growth. Since that early launch in San Francisco, the boutique hotel concept that Kimpton pioneered has become the fastest-growing segment in the lodging industry. With more than 65 hotels in 35 cities worldwide, including many in Washington, D.C., Kimpton Hotels & Restaurants has grown into an international brand, recognized as both a great place to stay and to work. The secret, they say, is their people.
“Kimpton’s success through the years can absolutely be attributed to our employees,” says Ben Timashenka, Kimpton’s East Coast Vice President of Hotel Operations. “We don’t believe in strict policies and processes; we believe in people—and our guiding principle is hiring employees for heart and encouraging them to provide warm, intuitive service.”
This ongoing commitment to company culture has recently been recognized by Fortune, which ranked Kimpton sixth on its 2018 list of 100 Best Companies to Work For. Locally, the brand’s D.C. hotels have also landed on the Washington Business Journal’s Best Places to Work in Greater Washington for eight years running.
“Kimpton Hotels & Restaurants routinely gets mentioned as one of the better places to work in the D.C. area,” says The Business Journals vice president of local markets James MacGregor, formerly market president and publisher at Washington Business Journal. “It’s clear the company puts a priority on creating a strong company culture.”
And you should, too. Kimpton’s award-winning approach to hiring has applications for all businesses, regardless of industry. Here are three key takeaways from the pros.
Hire for heart
Kimpton recognizes that candidates are so much more than their resumes. While many have the necessary baseline skills to do the job, it takes more than technical chops to create a thriving culture. Emphasis is placed on other areas, including personality, initiative and entrepreneurial spirit.
In place of formal interviews, Kimpton often entertains applicants in a more casual setting to get to know them better. Even job fairs have a little more flair, hosting barbecues or lawn parties to encourage a more interactive interview environment.
This more holistic approach introduces a human element to the hiring process and makes for more engaged employees—something that can be seen, in turn, in their interactions with guests. The result is a guest experience that earned Kimpton the highest ranking in guest satisfaction among upper upscale hotel chains by J.D. Power in 2018.
Encourage individuality
In the age of artificial intelligence, Kimpton is particularly proud of what they call their ‘human-powered operating system.’
“These days, the world could benefit from more humanity, compassion and kindness,” Timashenka says. “At Kimpton, we like to think that we’re not just in the hospitality business, but also in the humanity business.”
This means welcoming each employee’s individuality and allowing them to bring their best selves—complete with unique backgrounds, personalities, styles and creativity—to work, says Ilona Birenbaum, a leadership and organizational consultant/leadership coach with The Wynhurst Group in Arlington.
“We all want to feel what we bring to our job is valued,” she says. “Any organization that promotes that as one of its core values increases the likelihood that people are going to want to continue with the organization.”
Empowerment to do the right thing
What do your employees do when you’re not watching? A crucial part of creating a strong company culture is empowering employees to make smart decisions in your absence, and celebrating those successes.
“When you treat employees with respect and dignity, it creates a compassionate workplace where everyone feels motivated to go the extra mile for your customers—and each other,” Timashenka says.
And Kimpton walks the walk: A regular guest of Kimpton Donovan Hotel in Washington, D.C. is visually impaired. The hotel’s general manager, Thomas Fraher, says that while the guest is extraordinarily independent, his team is always at the ready to assist. Upon arrival, she is greeted by the bellman, shown to the front desk, and escorted to her room. But they don’t stop there.
After learning the guest would appreciate some extra help during her stays, the team began paying her morning visits to assist with her makeup and ensure her outfit is wrinkle-free. They also arrange her cab and Uber rides so she can easily navigate around the city. At the end of the day, she frequents the hotel’s rooftop restaurant, where the staff knows her name and has her favorite drink waiting. This contagious sense of service permeates throughout the entire hotel.
“If you have a service-minded culture, the team feeds off it,” Fraher says. “When a desk agent sees the bellman doing something above and beyond, they say, ‘I can do this, too.’”
To learn more about Kimpton Hotels, please visit their website.
Written by Kent Bernhard, a freelance writer for The Business Journals.
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