Name: Offer Nissenbaum

Title: Managing director

Company, city: The Peninsula Beverly Hills; Beverly Hills, Calif.

Number of employees: 400

Recent project: A year-long renovation

First job: Mail and information agent at The Park Lane Hotel

Little-known fact about you: I played NCAA ice hockey and soccer in college.

YOUR BUSINESS

Essential business philosophy: We have a team-oriented process management style. Every process is broken down so we can improve the guest experience. It also creates more staff contentment and more of the wow factor that is especially important in engaging return guests.

Our Innovation Committee of staff from every department develops ideas for service, policies and amenities, and creates methods to implement the best ideas. Ideas we have implemented include in-room check-in, a pet menu, a broader children’s program and enhanced in-room dining.

Best way to keep a competitive edge: Never rest on the laurels of your achievements and always maintain humility.

Yardstick of success: In its 21-year history, The Peninsula Beverly Hills gathered an impressive array of awards, including the only AAA Five Diamond and Forbes Five Star hotel in Southern California for 19 consecutive years. However, it is our repeat guest rate of 70 percent that shows we are pleasing our guests.

AS A TRAVELER

What is the most important item you take when traveling? Pictures of my three children

How do you spend your time on board? Catching up on reading

What is your favorite restaurant in the world? The Belvedere at The Peninsula Beverly Hills

What is your favorite destination: Italy and the South Pacific

ABOUT YOUR BRAND:

What can guests expect from The Peninsula Beverly Hills? We recently completed a renovation of all 193 guestrooms, including 36 suites and 16 villas. The new look celebrates color and enhances the connection between the sun-filled interiors and surrounding tropical gardens yet retains the hotel’s original aesthetic of classic elegance and intimate comfort in a setting evocative of a glamorous Beverly Hills estate.

Guests can expect unparalleled service, which extends from an airport concierge to a beverage at check-in and, for return guests, monogrammed pillowcases. Guests enjoy cocktails in our Club Bar; elegant dining in The Belvedere, the only AAA Five Diamond restaurant in Los Angeles for 16 consecutive years; legendary Afternoon Tea in the Living Room; alfresco cocktails and dining at our Roof Garden restaurant; and luxurious, state-of-the-art beauty treatments and massages in The Peninsula Beverly Hills Spa. And thanks to the year-round sunshine, guests can relax in the resort ambience of our rooftop pool, Jacuzzi and cabanas.

What makes The Peninsula Beverly Hills unique? We offer the ambience of a luxurious resort with lush tropical gardens and rooftop pool, all hidden away in the heart of Beverly Hills. We have a 24-hour check-in policy so guests can check in or check out at any time. All guests enjoy complimentary limousine service throughout Beverly Hills and Century City in our Rolls-Royce Ghost, based on availability; and we are the only hotel in Southern California with dedicated airport concierges at LAX who ease guests’ arrivals and departures.

What is the most challenging aspect of running the hotel? We set a precedent for continually exceeding guests’ expectations, so we constantly raise the bar for ourselves. Wowing guests becomes an infinitely escalating exercise in service.