Name: Thomas P. Botts
Title: Executive Vice President and Chief Customer Officer
Company, city: Denihan Hospitality Group; headquartered in New York, N.Y.
Number of employees: 2,000
Recent project: We have been refining our revenue platforms across brands and revenue management systems, redesigning and re-engineering all of our websites, and launching a new industry-leading mobile app for The James brand. That app introduces a higher level of personalization for guests before, during and after their stays.
First job: Loading luggage and cargo for Delta Air Lines at Boston Logan Airport. Stacking 200-pound boxes of seafood in the belly of a Boeing 727 was a memorable way to build strength and stamina.
Little-known fact about you: I’ve recently started running — something people might not expect unless they see me in loafers racing through an airport.
Your Business
Essential business philosophy: Hire excellent people, equip them with the right tools and the freedom to innovate, and reward their contributions fairly. Trusting talented team members to make decisions creates a culture where good ideas can flourish.
Best way to keep a competitive edge: Stay close to our guests and listen. Equally important is paying attention to fresh perspectives from newer employees — long-established methods may work, but they aren’t always the best path forward. Combining customer feedback with internal innovation keeps us relevant.
Yardstick of success: We measure success by customer loyalty and data. Repeat business, strong guest satisfaction, and measurable outcomes from our initiatives are the most reliable indicators that we are doing the right things.
Thomas P. Botts as a Traveler
What is the most important item you take when traveling? My iPhone, family photos and a few pairs of fun socks for comfort and a bit of personality.
How do you spend your time on board? I use travel time to stay connected and productive online.
What is your favorite restaurant in the world? Per Se in New York City — a special dining experience I always enjoy.
What is your favorite destination in the world? Madagascar. Its landscapes and wildlife make it a uniquely compelling destination.
About Denihan Hospitality Group
What can travelers expect from Denihan Hospitality? Denihan owns and operates 14 boutique hotels across New York City, Chicago, Miami and Washington, D.C. Whether guests stay at a property under The James brand, within the Affinia Collection, or at one of our luxury independent hotels such as The Surrey or The Benjamin in New York City, they can expect thoughtful, authentic service. Our teams focus on meticulous attention to detail and a genuine respect for associates — values we have maintained across more than 50 years in hospitality.
What makes your brands unique? Denihan is a family of hotels built by a hotel family. We do not follow fleeting design trends, deliver cookie-cutter experiences or rely on service gimmicks. Instead, we focus on authentic values and consistent service practices that form the foundation of a memorable guest experience.
What is the most challenging aspect of expanding the brand in North America? Access to capital remains the primary challenge. We have strong brands and outstanding people, and the key is finding the right deals and partners. For example, our West Coast expansion required careful diligence and patience. We announced The James Los Angeles as a milestone — the first new-build hotel in West Hollywood in 30 years — slated to open in 2016 at the intersection of Sunset and La Cienega boulevards. Projects of that scale take time to align; our growth strategy emphasizes choosing the right locations where our customers want to be rather than expanding merely for the sake of growth.