Tom comes from a family of engineers, but he’s always had his eye on hospitality. Read
on as he discusses how he rose to become a GM, the advantages of running a smaller
property, and what it truly means to go above and beyond on behalf of your guests.
BT: Tell us a little bit about your hospitality career and why you decided to become a
General Manager.
TS: I went to the French Culinary Institute in New York City when I was still in high
school and continued on to Johnson and Wales to learn the hotel side. I come
from a family of engineers, but I always knew I would work in the hospitality
industry. I started at Stouffer Hotel, before it became a Renaissance, and worked
my way through the ranks, from the front desk to housekeeping to F&B Manager
and eventually General Manager. It takes a certain type of person to love this
industry. It’s fun, but you will never become a millionaire doing it.
BT: We understand that you have known Boca Terry for a very long time. Tell us how
you first started working together.
TS: Around 1998, I was working at the Renaissance Hotel in Beverly Hills when I met
Bruce Cohen. At that time, you could say he was working out of the trunk of his
car. He was a really nice guy. We connected and have stayed in touch ever since.
Boca Terry products are high-quality and excellent, but when it comes down to it,
it’s all about the relationship and not always about pricing. When you have the
right connection with someone, you trust them and buy from them.
BT: Tell us what’s important to remember when building a hotel.
TS: As I mentioned earlier, I come from a family of engineers, which has worked to
my benefit. I can bridge the gap between construction and operations, ensuring
that the hotel building flows with the service side and guest experience.
BT: What do you think are some of the most important things guests look for when
choosing a hotel?
TS: At the end of the day, it’s whatever the guest wants. It’s going above and beyond;
In the days before Uber, I personally drove through the night from New York to
Washington DC to deliver luggage that a guest left behind. I’ve knocked on the
closed doors of a Nordstrom to purchase a suit for a famous sports player for
their interview. It’s about the connection and relationship for the guest as well.
BT: Do you prefer working at properties with a small number of rooms (fewer than
100) or a large number of rooms (more than 1,000)? Why?
TS: Definitely, I prefer smaller properties. It’s easier to focus on attention to detail and
learn about your guests’ preferences. For example, they may like room 215 and
want cold diet Cokes in their room. At a smaller property, there is typically one
entrance and one exit, which gives you the opportunity to have conversations
with your guests and provide better service. I have had guests call me directly.
Not many General Managers do that.
BT: What’s your favorite Boca Terry product?
TS: The robes of course! Over the years, I have purchased many different styles and
they are always a guest favorite and top seller in our retail stores.
