The Riverside Hotel

A Luxurious and Laidback Mix of Caribbean Style and Old Florida Charm

In September 2011, Florida Restaurant and Lodging Editor, Susie McKinley, sat down with the management of the elegant Riverside Hotel to learn their “Secrets to Success”. The Riverside Hotel in Fort Lauderdale is a landmark on beautiful Las Olas Boulevard. 

How long has The Riverside been open?
The historic Riverside Hotel, currently celebrating its 75th anniversary, is located in the heart of Downtown Fort Lauderdale, as the only hotel on the city’s prestigious Las Olas Boulevard. Opened in 1936 by the Wells family, who also developed the Boulevard, the Riverside Hotel is both luxurious and laidback, mixing Caribbean style with old Florida charm.

Please describe the Hotel:
The 12-story property features 214 guestrooms inclusive of 6 suites accentuated by Tommy Bahama®-styled design elements, vintage décor, as well as the most discriminating detail - sweeping views overlooking the city skyline, Atlantic Ocean and New River.

Amenities include a heated outdoor swimming pool; a fitness room; complimentary wireless Internet; a marina with boat dockage space, accommodating vessels up to 150 feet.; more than 11,000 square feet of indoor banquet/meeting facilities; and outdoor catering venues ranging from 800 square feet  – 20,600 square  feet. The hotel also houses several dining options including Preston’s Wine & Martini Lounge located in the main lobby, the Golden Lyon Vintage Pub, and Indigo, a neighborhood restaurant where patrons can choose to sit within its comfortable dining room or dine al fresco along Las Olas Boulevard.
Guests of the Riverside Hotel can now earn Stash Hotel Rewards points. It is also a pet friendly hotel.

Do you know what the vision and/or motivation of the original owners were?
Because the ownership developed the Las Olas Boulevard as the “Crown Jewel” of Fort Lauderdale, they felt it was very important to have a fine hotel on the boulevard to attract visitors.

What makes your hotel unique?
The Riverside offers every amenity possible to our guests.  From boat slips and dockage space, to a fabulous location on the most beautiful Boulevard in South Florida, the Riverside Hotel is unique in that it offers so much both to guests and residents of  Fort Lauderdale.  

What are your signature amenities?  
Our number one amenity is our location, being right on Las Olas Boulevard and the New River.  In addition, guests get to enjoy our Indigo Restaurant, which is a locals’ restaurant with regional flair type of cuisine; they can sit on the patio overlooking Las Olas Boulevard and enjoy watching people as they pass by.  The Golden Lyon Vintage Pub is the right venue for our sports enthusiasts.  Preston’s Wine & Martini lounge is “The Place Where People Meet & Mingle”.

Also, can you describe your “Dockage Amenities”?
We can accommodate vessels up to 150 feet; we are lucky not to have any bridges between the Hotel and the Intracoastal.  Our full-service marina provides electric and water service, and secure boat slips monitored by security patrols and cameras.  Laundry and dry cleaning service, complimentary wireless internet in all common areas and pool area, a heated outdoor pool, featuring poolside service, and a Business Center located in the Hotel’s Lobby are all available to marina guests.  In addition the City’s water taxi is available for transportation through the waterways or to the beach if desired.

Have you seen the tastes of your guests change over the years?
Guests in today’s world are looking for unique experiences.  When they come to our hotel, we are providing something for everybody.  Our unique experiences include the “Water Taxi” to the beach; the famed retail district just at our door step “Las Olas”; nightly entertainment at either Golden Lyon or Preston’s; “Canine & Cocktails Yappy Hour” event every Sunday night, and the Arts & Entertainment district just within walking distance.

How has the hotel changed since it opened? i.e. décor, amenities, guest activities, etc.
We are proud that our hotel has not changed its boutique-type character.   Guests consistently comment that the hotel has a wonderful old-Florida charm coupled with personalized service.
Have you changed your employee training and/or policies over the years to accommodate for the younger generations?

Our hotel has been known for years for its excellent service.  With regards to leadership, we practice the philosophy of “Servant Leadership”.  This style enriches the engagement of our employees and allows them to be at the same level as leadership.  It is a powerful way to remove barriers and develop boundaries.

How do you keep your employees engaged and motivated?
The secret here is “Communication.”  We have implemented a daily employee newsletter that is being reviewed by all departments; we e-mail all employees a monthly newsletter to their personal email address; employees are engaged on our social media sites, such as Facebook and Twitter to stay informed.  Every employee is aware that “sales” is our first focus and “service” follows suit.

What is the most important thing you emphasize with staff about your customers?
Own your customers, and treat them like you would treat the visitors to your home.  “Ownership” is so important as it translates into empowerment, increased productivity, and taking charge of your business in your department.

What critical or priority areas do you emphasize in training your staff?
Our main focus is “genuine hospitality”!  We have such a diverse staff that do not believe in scripting their interaction with the guests.  All of our training emphasizes to the staff on being proud of who they are and to enjoy the interaction with our guests.

What do you think are the keys to low employee turnover, and how have you managed turnover?
We are fortunate to have very low turnover in our hotel.  The following key components are important to a low turnover ratio: 1. Hire the right employees.  2. Train them well. 3. Provide them with the tools and support to be successful. 4. Follow-up with them through open communication to determine their needs.

What has been the greatest change in serving your guests over the years?
Technology has increased the speed of service requests for which you have to be on your toes at all times.  The customer wants information NOW and expects that every employee can provide the service immediately.  The focus here is to transform your hotel into a HPO – “High Performance Organization”.

What is/are the most important factor(s) to your business longevity?
Ensure that your Vision Statement and Mission Statement are always maintained by every member of your team.