A Traveler's Perspective

As I reached up to the overhead compartment to grab my bag, the first pangs of stiffness crept through my body. No matter how many times I fly from New York to Tokyo and back, my entire body still aches. It was late and I moved methodically through JFK, eager to get away from the hordes of people that pulsed through the airport. I felt a wave of relief sweep through me as soon as I saw Pete, my usual driver from the Candela Hotel. He reached out and took my bag handing me a chilled bottle of VOSS sparkling water, my traditional post-flight beverage. Once in the car, he handed me an updated agenda that my assistant Lenore had sent for my meeting tomorrow, together with my Candela Hotel RFID card.

"I walk over to the desk and find there is no need to unpack my laptop, search for a power outlet or go to a business center to print. A computer is set up, the printer plugged in, and to my amazement my corporate VPN log-in page is on the screen"

I stepped out of the car and into the biting cold of a New York winter night. Immediately the doors to Candela were opened and I was ushered into the warmth and comfort of the hotel. My Service Manager Zach met me at the front door. "Welcome Mr. Radner, how was the flight?" "Uneventful." I responded. "I know you have trouble sleeping after long flights, would you like me to schedule a restorative session at the spa in the morning to ensure that you are ready for your meetings?" Zach offered as he escorted me to the waiting elevator. I appreciated that he knew me well enough to know that a massage after my morning workout would be just what I needed, but I also realized this awareness could be credited in part to the time he took with my assistant a few days ago.

Once at my room, the RFID card automatically unlocked the door and triggered the perfectly set lights. I began to hear Debussy softly filling the space, I smiled.  They even pre-set the satellite radio to my favorite station. Knowing that I was tired but still needed to check e-mails, Zach offered to have dinner sent up right away and checked if the menu selections I made on my PDA during the ride from the airport were still suitable. I couldn't help but wonder why all hotels can't be this intuitive. Before leaving, Zach lets me know he'll be back shortly with dinner; he places his card on the desk insisting, "Call me if you need anything - at any time of the day or night."

I walk over to the desk and find there is no need to unpack my laptop, search for a power outlet or go to a business center to print. A computer is set up, the printer plugged in, and to my amazement my corporate VPN log-in page is on the screen. I enter my password and am instantly connected.

Like clockwork dinner arrives. "Mr. Radner, I took the liberty of bringing a flight of Pinot Noirs for you to enjoy with your meal," says Zach, while setting the table and handing me a glass. Hmmm, they even made note of my favorite varieties of wine - I am impressed. Before leaving me to enjoy my meal, Zach lets me know he has unpacked my stored luggage, given the needed items a fresh press and that my shoes have been shined and placed in the closet.

I sleep wonderfully. It's amazing how the right pillow and comforter ensure a good night's rest. I get up, open the drapes and daylight fills the room. Even though it's winter, I open a window to get an invigorating breath of fresh air. I quickly change and make my way down to the spa where I am greeted by Eric, a personal trainer who has had an advance consultation with my trainer back home. He quickly briefs me on what we are working on today, and has also noted my knee injury. Without even asking, he gets my cardio and weight settings right; Gerry, my trainer back home, must have told him how I like an efficient work-out. Within 60 minutes I'm finished and in the massage treatment room with Marissa, my favorite therapist. My day is off to a perfect start.

The rest of the day follows suit. After breakfast, which was pre-arranged to arrive at a set time by Zach and Lenore, I go to the lobby where Pete is waiting to drive me to my meetings. Zach seems to instinctively appear just before we leave. "Mr. Radner, I just want to confirm your dinner reservation with Mr. Turner at 7 p.m. at your preferred table." He goes on to remind me that he will be monitoring my early morning flight the next day, and will adjust my wake-up time and driver schedule automatically should there be any delays. I slide into the car, my mind easily focusing on the business matters that lay ahead.

After a busy but successful day, I return to the hotel with Mr. Turner. I say goodbye to Pete offering a tip, which he graciously declines, simply saying, "It was my pleasure." As my client and I approach the restaurant, the hostess immediately comes around and greets us both by name. I knowingly touch my RFID card - it must have triggered a message at the hostess stand - now it's my client's turn to be impressed. We have a wonderful meal, in large part due to the ingredients, everything fresh, in season and local. At the end of the evening no bill is presented; I simply escort Mr. Turner to the door, where Pete is waiting to take him back home.