What I Learned About Modern Hotels from 1960s Hawaiian Resorts
I recently took a trip to the Filoli house, a 654-acre historic country estate located 30 miles south of San Francisco in Woodside, California. This fantastic property–noted for its 16-acre formal garden–appears on the National Trust for Historic Preservation, and is open to the public. The home itself, built in 1917, features exquisite architecture and details right out of fairytales.
While I had a great time touring the estate, I ended up walking away with–of all things–insights into the hospitality industry. In 1937, Filoli was purchased by the Roth family, which famously created the Royal Hawaiian Hotel (the first resort in Waikiki) and the Matson luxury cruise line to transport guests to the resort. The hospitality industry was integral to the success of the family and was instrumental in the creation of the Filoli house you see today.
While touring the house, I noticed many artifacts from the cruise lines and hotels. I also noticed that the kitchen and staff quarters operated on modern hotel principles, while using 1930s- to 1960s-era technology.
I had an interesting conversation with the tour guide about how the Filoli estate and the cruise ships/hotels operated in the 1960s. While certain challenges hoteliers face today are new, many guest services issues haven’t changed much at all.
- There were servant quarters at Filoli, and it took 16 household staff–chefs, butlers, groundskeepers and maids–to serve the Roth family. That’s not very different than operating a modern lodging business, in terms of the employee-to-guest staff management ratio.
- Guests at Filoli could push a ‘room service’ button by their beds, which would light up an indicator board in the butler’s room. Today, room service is ordered through multiple means–through the phone, in-room tablets and even smartphone apps.
- The Matson cruise line was the first to hire artists such as Frank McIntosh, Eugene Savage, John Kelly and Louis Macouillard to create commercial art for resort advertisements (I included an example above). Hotels today also use commercial artwork to build their brand image.
- Guests got newspapers in the morning as part of breakfast service. Today, hotels offer Wi-Fi, so guests can read the news on their mobile devices.
- To generate demand for the resort, Matson built a cruise line from the West Coast of the U.S. to Hawaii. Today, hotels invest in their own infrastructure to attract guests, notably contact centers that leverage email, Web and social media to market their properties to customers.
It was refreshing to look at how the hospitality industry operated in the past, and the ways technology changed the guest experience.
One last note. I took a photo of Filoli’s kitchen stove because it stuck out as unique to the era. Turns out, it was an industrial stove from one of the Matson cruise ships. It’s electric (which was rare back then), and is mildly magnetized while powered, so that the pots and pans wouldn’t spill while the cruise ship was in motion. I thought that was an ingenious way of addressing cooking on a cruise ship before modern stabilization measures.
Avaya will be at the Hotel Industry Technology Expo and Convention (HITEC) next month in Los Angeles, June 23-26, where you will learn how Avaya helps modern hotels and resort address various guest and operations needs. I hope to see you there!