How could a Carlsbad luxury boutique hotel and restaurants have become one of the most consistent award winners in the tourism industry after just four years in business?
West Inn & Suites General Manager Kim Akers credits what she calls West Signature Service. “At West, we have a dream team comprised of unique star talent from a diverse range of professional backgrounds,” she said. “Their commitment to excellence and exceptional customer service is clearly reflected in the accolades all of the businesses on our property have received.”
West Inn & Suites might have to build a separate wing to house all of its awards, including recent honors from the popular travel Web site TripAdvisor.com. The Web site recently published its 2010 Travelers' Choice Awards. For the third consecutive year, West Inn & Suites was the top-ranked hotel in Carlsbad. It is ranked second in the Best Family Hotel in the United States category, and third in the category for Best Family Hotel in the World. Last year, TripAdvisor.com included West Inn & Suites as one of its 'Top 100 Best Bargains in the World' and as one of the properties with the 'Top 10 Best Service in the United States.'
Akers was named General Manager of the Year by the American Hotel & Lodging Association (AH&LA) in 2006. In 2008, Carl Holmes was named Manager of the Year by the California Hotel & Lodging Association (CH&LA) and by the Carlsbad Convention and Visitor's Bureau. CH&LA and AH&LA awarded the hotel “Best Guest Relations” for a small property in 2008. West Steak & Seafood and Bistro West are recipients of the Award of Excellence from Wine Spectator. Both restaurants are Zagat rated and are ranked among the top three positions of TripAdvisor.com.
When asked how such a young organization consistently manages to secure top honors, Akers said that in an economy where hotels and restaurants are scaling back, it often takes a toll on the customer's experience. “West is committed to the complete opposite,” she said. “We take pride in finding ways to say yes. A shared motto of “One team — One heartbeat' is the true meaning of West Signature Service.”
That heartbeat is strong at West Steak, Seafood & Spirits and Bistro West, two of the most popular restaurants in Carlsbad. The menus are created by Corporate Chef Eugenio Martignago. Both restaurants serve only the freshest ingredients, some of which will soon be grown on site in an organic garden.
The West Inn & Suites campus also includes WestMart which features a competitively priced convenience store and an impeccable 16-fueling-point gas station that provides easy in-and-out access to Interstate 5.
Akers said while the store, gas station, hotel and restaurants are spread out on the property, guests feel like they are under one roof because of the people who work there. “Every employee at each of our facilities has pride of ownership when providing exceptional customer service,” she said. “We see that pride reflected in our low employee turnover which, at eight percent, is one of the lowest in the industry. “
In just a short time West Signature Service has evolved into an award-winning practice. It's evident the people at West have raised the bar on quality, not only here in Carlsbad and North County but also in the worldwide hospitality industry.
West Inn & Suites General Manager Kim Akers credits what she calls West Signature Service. “At West, we have a dream team comprised of unique star talent from a diverse range of professional backgrounds,” she said. “Their commitment to excellence and exceptional customer service is clearly reflected in the accolades all of the businesses on our property have received.”
West Inn & Suites might have to build a separate wing to house all of its awards, including recent honors from the popular travel Web site TripAdvisor.com. The Web site recently published its 2010 Travelers' Choice Awards. For the third consecutive year, West Inn & Suites was the top-ranked hotel in Carlsbad. It is ranked second in the Best Family Hotel in the United States category, and third in the category for Best Family Hotel in the World. Last year, TripAdvisor.com included West Inn & Suites as one of its 'Top 100 Best Bargains in the World' and as one of the properties with the 'Top 10 Best Service in the United States.'
Akers was named General Manager of the Year by the American Hotel & Lodging Association (AH&LA) in 2006. In 2008, Carl Holmes was named Manager of the Year by the California Hotel & Lodging Association (CH&LA) and by the Carlsbad Convention and Visitor's Bureau. CH&LA and AH&LA awarded the hotel “Best Guest Relations” for a small property in 2008. West Steak & Seafood and Bistro West are recipients of the Award of Excellence from Wine Spectator. Both restaurants are Zagat rated and are ranked among the top three positions of TripAdvisor.com.
When asked how such a young organization consistently manages to secure top honors, Akers said that in an economy where hotels and restaurants are scaling back, it often takes a toll on the customer's experience. “West is committed to the complete opposite,” she said. “We take pride in finding ways to say yes. A shared motto of “One team — One heartbeat' is the true meaning of West Signature Service.”
That heartbeat is strong at West Steak, Seafood & Spirits and Bistro West, two of the most popular restaurants in Carlsbad. The menus are created by Corporate Chef Eugenio Martignago. Both restaurants serve only the freshest ingredients, some of which will soon be grown on site in an organic garden.
The West Inn & Suites campus also includes WestMart which features a competitively priced convenience store and an impeccable 16-fueling-point gas station that provides easy in-and-out access to Interstate 5.
Akers said while the store, gas station, hotel and restaurants are spread out on the property, guests feel like they are under one roof because of the people who work there. “Every employee at each of our facilities has pride of ownership when providing exceptional customer service,” she said. “We see that pride reflected in our low employee turnover which, at eight percent, is one of the lowest in the industry. “
In just a short time West Signature Service has evolved into an award-winning practice. It's evident the people at West have raised the bar on quality, not only here in Carlsbad and North County but also in the worldwide hospitality industry.