The view from the top

By Gene Ference - President at Ference Leadership & Strategy

22 February 2013

Employee engagement and guest interaction have been key elements of the success of the Dorchester Collection under the leadership of its CEO Chris Cowdray. To find out more about the ideas and values behind his winning management style, Dr. Gene Ference, President of Ference Leadership & Strategy and Center for Survey Research sat with Chris on behalf of The Hotel Yearbook and talked about the role of a leader in hospitality – and what we might expect in 2013.

Download document - 1 MB

Click here to view the full Hotel Yearbook 2013.

About The Hotel Yearbook

The Hotel Yearbook is a family of publications that call upon a wide-ranging group of senior executives, analysts, consultants and opinion leaders from all over the world to ask, "What lies ahead for the global hotel industry?" In The Hotel Yearbook - whether it is the highly respected annual edition or any of the special editions focusing on such critically important themes as technology, talent development, or the digital world - our forward-looking contributors share with readers the key trends and developments that they believe could have an impact on the performance of the hotel industry in the future. Visit

Return to overview

Hotel Yearbook

Chemin du Grabe 28
Grandvaux, 1091
Phone: +41 21 784 3303
Fax: +41 21 784 3303

Gene Ference

Gene Ference, Ph.D. has developed Deliberate Cultures in the luxury hospitality industry since 1980. He is President of Ference Leadership and Strategy & Center for Survey Research – a global organizational development company – and is an active member of the International Society of Hospitality Consultants (ISHC).