The Renaissance Vinoy Resort

A Conversation with Russell C. Bond, General Manager by Susie McKinley

The Renaissance Vinoy Resort and Golf Club is a beautiful hotel located on St. Petersburg’s “downtown waterfront.”

How long has this historic property been open?
The Vinoy Park Hotel originally opened in 1925, continued through 1974 and was then closed for 18 years.  It was saved by the voters of St. Pete from the wrecking ball in the 80’s.  In 1992, the Stouffer Vinoy Resort (now Renaissance Vinoy Resort and Golf Club) opened after a $95M total renovation and restoration.  We are now celebrating 20 years.

Do you know what the vision of the original owners was?
As the story goes, the birth of the Vinoy was the result of a friendly bet one evening in 1923.  Three gentlemen -the professional golfer, Walter Hagen; Gene Elliott, a builder and Aymer Vinoy Laughner, were enjoying cocktails at the Laughner home just across the street from what is now the Renaissance Vinoy Resort and Golf Club.  Mr. Elliott and Mr. Laughner bet Walter Hagen that he couldn’t hit a golf ball off the face of a pocket watch without breaking the crystal.  He was successful several times.  That night they determined that the area across from the Laughner home should be the location for a world-class resort.  Eleven months later (amazing by any standard), the Vinoy Park Hotel opened.

Can you explain to readers what your History Gallery is?
About 6 years ago, we convinced our owners to invest in and improve the presentation of our long history.  We are on the National Registry of Historical Places and Arts, culture and history are all important for the success of the Vinoy and Downtown St. Petersburg.  We have always done and continue to offer History Tours to resort guests and locals every Wednesday through Saturday at 10:30 a.m.  Our historian, Elaine Normile, and several other docents conduct the very popular tours.  Our History Gallery includes a time line from 1900 to the present; several versions of Vinoy china from over the years; post cards from our earlier years, details of the original construction and numerous photos.

What makes your hotel unique?  
Our physical presence is definitely an iconic Mediterranean revival structure.  Our lobby floors and pecky-cypress beamed lobby ceilings are the originals from 1925.  We have been totally modernized, but hold on to and continue to relish our history.  Our guest room and guest bathrooms are great size – many historic hotels aren’t as fortunate.

What are your signature amenities?  
Most know us because of our front porch.  Grab a book, an iPad or the Tampa Bay Times Newspaper and watch the comings and goings of our active resort.  Enjoy a coffee, an afternoon cocktail and appetizers or enjoy guitar music and a night cap from our Verandah Bar or one of our rocking chairs overlooking our Marina, Straub Park and Tampa Bay.

Also our three-meal restaurant, Marchand’s Bar and Grill occupies the space of the original Vinoy Dining Room.  Much of the original stenciling remains.  Our Sunday Brunch continues to be very popular for special occasions each week.

Your Marina and Pool Area are beautiful!  Please describe these guest areas.
Managing a 72-slip marina at our front door is a unique amenity for a downtown resort.   We offer annual leases as well as daily rental.  Both include access to our resort facilities.  Many folks arrive by boat and spend the weekend exploring downtown St. Petersburg – whether for a weekend concert in the park or several of our museums including the incredible new $36 million Dali Museum or the Chihuly Collection just steps from the Resort and Marina.  Our large resort pool overlooks Tampa Bay and downtown St. Petersburg.

The Vinoy Golf Club is a private course for guests and Club members affiliated with the Resort.  Can you provide some information to readers about the Course and its proximity to the Hotel?
The Vinoy Golf Club is a private facility which is located just 1.5 miles away from the resort and is only accessible to our resort guests and our Vinoy Golf Club Members.  We offer regular shuttle service to our guests.  The course is 6,500 yards from the gold tees.  We are Audubon-certified so wildlife is evident including Ospreys, Roseate Spoonbills and Egrets.  Lakes and sands are evident so the course can be a challenge for a low handicapper but also an enjoyable experience for less-skilled players.

Have you seen the tastes of your guests change over the years?
Just recently we have completed a renovation of our historic lobby – while the transformation is dramatic, we feel we are better meeting the demands of our current and future guests.  We have incorporated numerous seating areas, a Renaissance library with fireplace and Illy coffee café.  We already are seeing our guests and locals alike, having impromptu business meetings, or just doing work on their iPad or laptop with a cup of coffee or a glass of wine.  Until recently, guests would check in, head to their room, plug in and order Room Service.  Now many guests want to be around others while still being productive.

How has the hotel changed since it opened? i.e. décor, amenities, guest activities, etc.
Having been open for almost 20 years now, our décor has changed several times.  Our design firm, Leo A Daly, has worked with our Renaissance-brand folks to ensure that we are staying current, but also holding on to and being respectful of our historic roots. About two years ago, we added a Dale Chihuly chandelier to the Vinoy Grand Ballroom.  It is a one-of-a-kind and works well in it’s traditional space.

The demographics in St. Pete have changed dramatically.  The median age in St. Petersburg now is less than 40 years old.  In the 1970’s, the median age was 55.   This has led us to increase our recreational activities including the expansion of our Health Club, Spinning Classes several times a week, more Yoga, Pilates and Zumba Classes as well as more activities for children (Kid’s Yoga, pool activities, Jr. Golf and Tennis).

Has the resort revised its employee training and/or policies over the years to accommodate guests?
Dress codes have been relaxed for both resort guests as well as our ambassadors (associates).  For years our staff, starting with me, wore a suit and tie. Over time, it became more and more awkward with guests wearing polo shirts and shorts enjoying the Florida climate.  We now wear suits with open-collar dress shirts in most areas.

How do you keep your employees engaged and motivated?
Our destination has improved dramatically over the last ten years.  Business levels continue to increase which means solid gainful employment with a great company like Marriott.  I believe our team understands that they work for a first-class resort and enjoy seeing our 80% annual occupancy which motivates them to provide great experiences for guests to return.

Understanding that the hotel business isn’t for everyone, I think our team appreciates the benefits and opportunities that Marriott provides.  On a local level, we offer free meals on holidays or for outstanding results, lots of giveaways for meals or weekend getaways; Incentive programs in several departments to name a few.

What is the most important thing you emphasize with staff about your customers?
We have got to come to work with a great attitude every day.  Often we talk about approaching each guest interaction in the same way the ambassador would like to be treated if the roles were reversed.  We try to make a difference, one guest at a time. 

We talk about handling any shortfalls where we haven’t met a guest’s expectations while they are still on site.  
Something that is more evident than ever, perhaps in our society in general, is that we all have less patience than ever.  Everyone wants everything right now.

What critical or priority areas do you emphasize in training your staff?
A warm and welcoming attitude and providing friendly service goes a long way.  If we fail, don’t make excuses, apologize and ask directly “what can we do to turn the situation around”?

What do you think are the keys to low employee turnover, and how have you managed turnover?
Our hiring process is thorough.  Assessments are done, several rounds of interviews follow.  I believe that the efforts we make on the front-end of the process, although painful at times, pay great dividends.  Our annual turnover generally runs in the 20-25% range.

Additionally with a staff of 400 ambassadors and over 60% of them with five or more years of service in this crazy business, it creates a lot of peer pressure in terms of expected behavior.  If you aren’t doing your fair share, your time here will likely be short.

What has been the greatest change in serving Vinoy guests over the years?
When I first arrived about 12 years ago, we seldom changed our restaurant menus more than once a year.  Now with the incredible competition, it is important that we change menus 3 or 4 times per year so we stay relevant, fresh and on the radar screen.

Technology from our side and the guests’ side too has made a difference in serving over the years.  We can process more people and more quickly than ever, whether at check-in or in settling a guest check at the bar.  From the guest’s standpoint, they expect internet connectivity more often, with more devices which can definitely be a challenge at times.
Finally with our destination making dramatic improvements over the last few years, our guests are more satisfied with their experience and are returning more often and telling others about the “new” St. Pete!

What are the most important factors to the Vinoy’s longevity?
The pride of our staff, our Management Company and owners in the product and destination, coupled with support of the local community who over 30 years ago saved us from the wrecking ball really motivates us to continue serving.  We constantly strive to meet and ideally exceed our guests’ high expectations.  Most will say that the renovation and re-opening in 1992 has been the key to the incredible “Renaissance” of downtown St. Petersburg.

The Renaissance Vinoy Resort and Golf Club – where arts, culture and activities meet Tampa Bay.