Learning to Succeed

This past week, Hotel Equities graduated its tenth class from the Management Development Program [MDP]. This program is one of five current training programs being offered, with a sixth in the pipeline. MDP follows in line with Hotel Equities’ third Value Statement, “Hire an attitude and teach them the business.” Learning and development is defined as “improving group and individual performance by honing skills and increasing knowledge”. During the Management Development Program, individuals must complete twenty-two self-directed modules that provide them an insight into the operational side of working in a hotel. In addition to the modules, they each must complete a self-designed and implemented project which either increases revenue or decreases expenses at their hotel equal to the approximate cost of their training.

I can’t over emphasize how critical it is to seek opportunities to continue education in order to grow both personally and in your career development. I truly believe that training is a key stepping stone to our long term success.

All of the training programs offered at Hotel Equities are taught through experiential learning, defined as the process of learning through experience. Research shows that there are three reasons why experiential learning is most effective; [1] it accelerates learning, [2] it increases levels of engagement with others and [3] it enables self-paced personalized learning.

Aristotle said it best. “The roots of education are bitter, but the fruit is sweet.”

I say all of this to encourage you to always take the opportunity to learn as much as you can, as often as you can. Try to become a bit better at what you do each and every day. I encourage you to find a mentor who will help you throughout each stage in your life. Read a lot and learn through other people’s experiences, as well as your own. One of my personal mentors once told me, “You ought to learn from the mistakes of others, since you’re unlikely to live long enough to make them all on your own”.

Here’s to your personal learning and development program.

Hospitably,
Coach

Money Well Spent

This February, Hotel Equities held our Annual GM/DOS Conference in Birmingham, Alabama. The conference brings everyone together in one location to participate in team building and training sessions to further develop their skills and talents, to recognize and celebrate successes and to look ahead to the future.

A lot of time and resources are spent planning and executing these events, so we want to ensure all attendees have a positive experience. Therefore, we always ask for their feedback afterwards. As I reflect on the week’s events and continue to receive feedback from the attendees, it’s clear that bringing everyone together is money well spent.

During past downturns in the economy, when nearly all hospitality companies were eliminating their annual conferences, HE viewed this time as an opportunity to show our leaders how committed we were to their growth and well-being by continuing to have our leadership retreats. One of the key aspects of the retreat is for the participants to meet new folks who are peers, to share new ideas and build comradery. When things begin to get off-track at the property level, GM’s are more likely to call a peer to discuss how they might have handled a similar situation. Having someone who is going through something similar is extremely important in this industry. Also, learning alongside your peers can often be energizing to leaders.

We like to celebrate successes and recognize those who have gone above and beyond. HE holds an award’s night at every conference, rewarding different individuals and properties throughout the portfolio for a job well done. Seeing peers cross the stage to pick up well-deserved awards is motivating to many individuals and encourages them to commit to work harder and smarter to get on stage next year.    

The conference allows the home office coaching staff to share their experience and wisdom in dealing with complicated issues. This year, we also had the opportunity to introduce our new strategic alliance partner from Virtua Partners’ team to the associates in attendance.

The conference was a successful event and just like every year, we look forward to the next one and all that we will learn from it. One of Hotel Equities’ 12 value statements asks the question, “If it were my money would I spend it?” The resounding answer regarding this year’s Leadership summit is, Yes!

Hospitably Yours,
Coach

We Want You

I’m proud to say that Hotel Equities kicked off our company-wide military recruitment initiative this year. Through the process, I was happy to learn that HE already has many great former service members working with us. Active duty, veterans, and military spouses, you are all uniquely qualified for this industry. After all, that’s how I got my start… 

I joined the United States Marine Corps Reserves during a time when the Vietnam War was expanding. I served a total of six years. I went to Parris Island for Boot Camp and then, after Basic Training, went to Advanced Infantry training and Jungle Warfare training at Camp Lejeune in North Carolina. The recruiting sergeant told me that my reserve unit would be activated and would spend approximately 13 months in Vietnam. I was also told that following a two-year tour of active duty, I would be re-assigned to my reserve unit, have the opportunity to return to college and, upon completion, would have the opportunity to apply for Officer’s Candidate School.

Upon completion of our training and just prior to my unit being shipped out to Vietnam, 10 members of our unit, including myself, were given orders to return to my hometown of Boston to help ready equipment and supplies to be shipped alongside us overseas. After the completion of the readying of our gear and while we were still awaiting our Vietnam assignment orders, we were given permission by our commanding officer to look for temporary work as long as we stayed in shape and called in to the base every day. We were assured by our CO that we could be leaving any day. Because I was honest in saying that I might be leaving for Vietnam soon, no one would hire me.

My uncle Al, who worked for Sheraton, helped me get a job interview at the Sheraton Boston Hotel and, while still awaiting my unit’s orders of deployment, I worked at the hotel as a mail and information clerk. For some unknown reason, our orders of assignment to Vietnam never came. Here I am 50 years later, still excited about the hotel business and enjoying the hospitality industry as much as I did at the start. I am forever thankful that the General Manager of the hotel, Mr. Max Dean, took a chance and hired me.

Hospitably Yours,

Coach

Developing Leaders, Changing Lives

This week, we celebrated our Management Development Program (MDP) graduating class. As their final assignment, each member gave a presentation to our leadership team, providing an overview of the individual projects they completed during the nine-month course. I’m always impressed by the level of professionalism these associates develop over the short period of time they are in MDP, but this week’s presentations were something to write home about (or in this case, to blog about)! 

When the presentations were finished, I found myself downloading with the rest of my team, discussing the great projects we’d heard. Even more so, discussing the level of talent each of the associates possess and the unique skillsets they each bring to the table because of their diverse backgrounds. 

Some of you may know that I was a student of Sheraton’s hotel management training program early in my career and my experience was life-changing. It resulted in my own passion for developing others, though at the time, I had no idea to what extent that vision would become reality.  

Today, Hotel Equities has an extensive offering of world-class hotel management training programs available to associates, students and recent college graduates interested in continuing their growth in the hospitality industry. I have stories of one-on-one mentoring experiences throughout the years, and stories of HE’s training program graduates… housekeepers becoming senior vice presidents and doormen becoming award-winning general managers. 

As leaders, it’s our job to develop others and to never allow an associate’s potential to go unnoticed. I hope you are taking an active interest in the growth and success of those you lead.

Hospitably,

Fred

WHAT ON EARTH AM I HERE FOR?

Have you ever asked yourself “Why am I here?”

I think it’s a question that surfaces in each of us at some point in our life.  I call it the search for significance.  We hope that when we leave this earth, we will have made a difference.

Life shouldn’t be just about making more money, buying a bigger home or having a selection of cars in the garage. It may include those things, but it must be more. 

First, we must recognize our strengths, based on our God-given gifts and talents.  Then we must choose to utilize those strengths by developing a servant attitude whereby we can help others improve their lot. Until we begin to utilize our gifts in that manner, we typically feel empty, restless and uncertain of our true calling and purpose. 

Beyond our family and friends, we have the greatest opportunity to influence others at our place of work… guests/customers, fellow associates, subordinates, bosses, peers, vendors, owners, competitors and the like. The ultimate reward is the opportunity to make a meaningful, significant and positive difference in their lives.

Once we embrace our gifts and talents and find a workplace where we can exercise them in a manner which lifts others, we are made whole. Only then do we discover the real reason why we are here.

Hospitably, 

Fred

Tools of a Leader: "Stick With It!"

I was recently asked what quality I have that I felt most attributed to my career. My response was easy, it’s my ability to stick with it. I have considered throwing in the towel on a project many times, but my drive to see things through always wins out.

At this point in my career, I know that any good deal dies ten deaths before it comes to life. For instance, our Hampton Inn & Suites by Hilton-Atlanta Perimeter Dunwoody nearly never got off the ground. However, the hotel celebrated its one-year anniversary this month and today it ranks #2 out of 174 hotels in Atlanta on TripAdvisor. 

While it wasn’t always easy for me to accept the lengthy delays, I did gain another valuable quality: patience. Deals won’t always come to fruition in your time frame, but they will when the time is right.

Do your research, involve your team of experts, don’t take rejection personally, practice patience and if you believe in the project, stick with it!

Never Work a Day in your Life

I know I’m a lucky man. For more than 40 years, I have loved my job.  As many of you may know, I took a post at a hotel in Boston, my home town, while waiting to go to Vietnam.  Orders changed, my unit wasn’t called up, I found my passion in hospitality and I’ve been in the business ever since.

Look at our associates pictured throughout our recent newsletter. From award winners to volunteers involved in community service, I see the faces of people who I think have also found their passion.  Wise men from Confucius to my grandfather have shared the same advice. “Choose a job you love, and you will never have to work a day in your life.”

HE's Recent MDP Graduating Class

Another observation comes to mind.  People who love what they do, want to do it well.  They want to learn how to gain skills and advance in their careers.  I’m proud of the fact that Hotel Equities provides training for associates at all levels.  We encourage growth and reward achievement.  Congratulations to the seventh class of associates who recently completed our Management Development Program.

Do you love your job?  I challenge you to embrace your passion, pursue every opportunity available to you, and enjoy a long and prosperous career.

Hospitably,

Coach Fred

“Tools of a Leader: Consider a Sacrifice Bunt”

I want to share some thoughts on Hotel Equities’ Value Statement #5, “The greatest leaders are the greatest servants.”

It’s no secret that I’m a huge baseball fan. I’ve loved the game for as long as I can remember. Like many kids, I played Little League and started collecting baseball cards while growing up in Boston.  I also played organized baseball in the Babe Ruth League, in high school and for two years on a semi-pro baseball team. Now, I am blessed by getting to enjoy following my grandson Eli White’s career as the current shortstop for the nationally ranked Clemson Tigers. Baseball is in my blood.

Like many of you who have had the opportunity to play organized sports, I’ve learned a lot about leadership from the game.  Consider the sacrifice bunt.  Knowing that he will likely be thrown out and, knowing that his batting average may be negatively impacted should he not succeed in putting down a near perfect bunt, the batter must put the ball in play in order to advance the base runner and allow him to be in a better position to score a run for the good of the team.

As leaders, we are often called on to sacrifice our time and efforts to do things that put our team in a better place. The next time you are faced with a leadership decision, consider a sacrifice bunt.

Hospitably,

Fred Cerrone

Chairman & CEO

Tools of a Leader: Inspect What You Expect

Before starting Hotel Equities, I was fortunate enough to work for some of the top firms in the industry. I started with the Sheraton Management Training Program, the best in the business at the time.  I learned the basics of hotel management and also had the opportunity to observe my instructors and mentors and learn about leadership and their styles of leadership.
I don’t believe anyone begins a new job with the intention of doing poorly. Good leadership comes into play the very first day on the job and often dictates the level of success of the new team member. To get any job done well, you have to set clear expectations. Then comes the follow up, as expressed in Hotel Equities’ Value Statement #4: “Inspect what you expect.”
At Hotel Equities, the leadership team for training recently instituted an onboarding process that brings new general managers and corporate leaders to the corporate office to meet face-to-face with key corporate personnel who serve as coaches.  Over a two-day period, they review culture, policy and procedures in a series of meetings but, more importantly, they also begin building relationships with those team members who they will work with in the future.  Expectations are defined. Plans for follow-up [inspections] are laid.
Multiple team members will monitor, check in, make calls and generally inspect those expectations set during hiring and onboarding.  Follow-up happens, even when things appear to be going well.
For all associates, from housekeepers to vice presidents, we set expectations and inspections for every position and every task in an intentional effort to produce, ‘Excellence in Hospitality’.


Hospitably,
Fred Cerrone
Chairman & CEO
Hotel Equities

Tools of a Leader: Teach Them the Business

One of my favorite leadership coaches, John Maxwell, put it this way, “A leader is one who knows the way, goes the way and shows the way.”  As head coach of our team of associates, I believe it’s critical that we “Hire an attitude and teach them the business,” as expressed in our firm’s Value Statement #3.

Several years ago, Hotel Equities began a Management Development Program designed to grow talent within the company.   To date, six classes, each with five or six members, have completed the classwork. Over 70 percent of the graduates have moved into bigger, more responsible roles in the firm.

Last fall, we introduced a Leadership Development Program targeting associates with multi-unit responsibilities.  We tapped rising stars, under the guidance of our Vice President of Learning & People Development, to meet for discussions, take on assignments and work with senior leaders who mentor them in all aspects of the hotel business.

As the product of a corporate-sponsored management training program myself, I am committed to supporting and teaching in our training programs because I believe they are vital to our firm’s future.

Within our company, opportunities abound daily for each of us to ‘show the way’ and ‘teach the business’.   We learned from those who led us.  Now it’s our turn to teach the people we lead.

Hospitably,

Fred Cerrone,

Chairman & CEO

“Tools of a Leader: Hire an Attitude”

When my Executive Assistant met this young man, he was waiting tables at a local casual restaurant. She and her husband noticed something different immediately.  It wasn’t just his engaging smile, pleasant conversation or attention to the details of serving their meals, it was his positive attitude.

She encouraged him to apply for a position at one of our local hotels.  The General Manager of the hotel hired him because of his attitude and taught him to be a front desk associate.  Two years later, he was honored at the hotel brand’s national conference as an Associate of the Year for the entire brand, which numbered some 500+ properties nationwide.  “Hire an attitude and teach them the business.”  It’s value statement #3 for Hotel Equities.

I’ve experienced similar stories time and again throughout my career.  Find a person with a positive attitude who has a servant heart, enjoys working with people and wants to make a difference, and chances are you have found someone who will be successful in our industry. 

We can teach that person to work the mechanics of the front desk, how to sell rooms, or even manage a hotel.  And we’ll gain an outstanding associate who will take excellent care of our guests.

Attitude doesn’t register on a resume, but it shines in a face-to-face interview.

A positive attitude is one of the most important keys to success. I am reminded of one of my favorite quotes, “Minds are like parachutes; they only work when they are open”.

Hospitably,

Fred Cerrone

Tools of a Leader: Casting a Vision

The Hotel Equities’ Vision Statement clearly proclaims, “Excellence in Hospitality” at the top of our corporate Commitment Card, now carried by more than 1,500 associates. 

As leaders, after we identify a worthy vision, we must cast the vision for our teams.  We must also articulate the vision, repeatedly, so that our associates know where we are going and what we have to accomplish.  We must make the vision compelling enough so that it becomes a call to action. 

Do you recite your firm’s vision to your team on a regular basis? If not, “vision leakage” will occur and your team will not function at its optimum capacity.

Be bold…..share the vision…..give direction….help connect the dots for your team.   Don’t let your team wander and lose focus.  Be the leader you are called to be. 

Encourage your team and remind them of the progress they are making to achieve their goals. 

 

Hospitably,

Fred Cerrone
Chairman & CEO
Hotel Equities

Tools of a Leader: Brainstorming

One of my all-time favorite leadership tools is brainstorming.  Defined, it is a process for generating ideas and solutions through intensive and, often, freewheeling group discussion.  The process begins with the participants feeling free to express their thoughts without reprisal. 

 

Assembling the thoughts and ideas of creative and engaged people who have a stake in the success of an organization can be a powerful and rewarding experience.  Every participant is encouraged to suggest as many ideas as possible, no matter how improbable or outlandish.  Analysis, discussion and critique follow after the brainstorming is completed.  Then the leader must guide the group to next steps.   

 

We brainstormed in one breakout session during our recent company conference.  Small groups of seasoned general managers and directors of sales shared ideas for projects in which our hotels can engage and give back to their communities.  They identified nearly 100.  After the session, the leaders compiled a master list entitled Community Service Opportunity Ideas and distributed it as a valuable resource for all of our hotels.

 

Brainstorming gives everyone an opportunity to contribute and the group benefits from the collective wisdom.  If you haven’t used this tool lately, I highly recommend it.

 

Hospitably,

Fred Cerrone

Tools of a Leader: Discipline

One of my mentors, John Maxwell, put it this way, “Discipline is doing what you really don’t want to do, so that you can do what you really want to do.  It’s paying the price in the little things, so that you can buy the bigger thing.” 

When I went back to school to earn a master’s degree at the age of 62, it was one of the most difficult things that I have ever done.  I did it because I wanted to set a good example for my grandchildren and associates, and I wanted to keep my mind disciplined and sharp.  The sacrifices made and the time invested have paid dividends beyond my expectations.

To be successful as a leader requires discipline in many areas. One that always brings good results is spending quality time with new hires.  Setting clear expectations and giving proper training to associates when they first come on board pays tremendous benefits as these rookies grow and mature into top talent and highly effective team members.

A living example of discipline in action is my grandson, Eli White.  Years of disciplined, focused practice from little league through high school, led to a college scholarship and a current role as the starting shortstop on the Clemson University baseball team.  To keep his spot and to prepare for the next opportunity, his discipline continues with daily workouts and practice, in addition to college classes.

I am so proud of Eli for both his baseball and classroom achievements. I am equally proud of each of our hotel team members who utilize their training and skills to take great care of our guests. A winning formula for success in almost any venture is the utilization of gifts and talents to accomplish worthwhile things by making a difference in the lives of others.

Hospitably,
Fred Cerrone

Tools of a Leader: The Power of Teamwork

It’s March Madness again in the world of college sports.  Have you completed your basketball bracket?   Will your teams play in the Final Four?

Winning games is all about teamwork.  You’ve probably seen the word TEAM spelled out as an acronym:

Together

Everyone

Achieves

More

I often use sports analogies in teaching situations because most people can relate to them quickly.  They understand the concept that a winning team is one that fully utilizes the gifts and talents of each team member in a unified fashion for a common good.  When that happens, everyone benefits. 

If a highly-talented team underachieves, it is usually due to poor team chemistry.  We call it “team chemistry” but what it really amounts to is the under-utilization of everyone’s gifts.  Instead, one, two or more players may selfishly choose to demonstrate their gifts and talents for personal gain rather than playing for the benefit of the overall team.  Coaches must often remind their players of the power of the team concept. 

As a leader, it is important that you teach your associates to fully comprehend and employ the power of the teamwork.

I hope you win your pool!

Hospitably,
Fred Cerrone

Tools of a Leader: Integrity

Hotel Equities’ Value Statement #10 reads: “Having integrity is doing the right thing when no one is looking.”  In order to lead, you must not only earn the respect of your followers, but you must lead with honesty and authenticity to build a strong level of trust.

Consider the recent example of the little league baseball team stripped of its U.S. World Series Championship title because the coaches brought in players from outside the district’s official boundaries.  The hard-working boys played by the rules and won the tournament, only to be disqualified because of the lack of integrity of the adult leaders.
 

Integrity in the workplace is just as important as it is on the playing field.  A leader in the hospitality industry demonstrates his/her integrity during interactions with peers, colleagues and subordinates, as well as with the general public.

Whether it is the housekeeper vacuuming under the bed daily, even when she can’t see any dust or the General Manager paying for snacks from his/her pocket and not petty cash, leading by example sets the foundation for appropriate and honest workplace behavior.

As a leader, you earn the trust of your followers through your demonstrations of integrity.  Your team must trust you before they will follow you.  Your followers will know if you have done the right thing, even though they were not looking.

Albert Einstein said, “Whoever is careless with the truth in small matters cannot be trusted with important matters.”

Hospitably,

Fred Cerrone

Do you love what you do?

I love what I do!

I always look forward to the start of the year as we cast a vision and set goals and strategies in preparation for the exciting months ahead.  It’s a time of great expectation for our team.

My career in hospitality spans more than four decades. The hotel industry has given me an opportunity to do something significant with my life and, hopefully, make a difference.

From desk clerk to general manager to CEO, my career has provided me with unique opportunities to influence the people whom I have encountered: guests, associates, vendors and owners.  Our associates are especially important to me. I consider them teammates and a key ingredient in our team’s success.

As the company’s Chairman and CEO, I’m also the Head Coach of more than 1,000 team members at our fast-growing company.  We’re proud of the fact that we hire selectively, provide great tools and training, and put our team members to work in excellent facilities that are located strategically throughout the country.  As a result of our core values and practices, such as our general managers holding daily team huddles in which they review our value statements, our company culture is the envy of the industry. Each associate plays an important role in our success.

As we continue to grow Hotel Equities, we are looking to add new team members, with great attitudes and who want to participate in an exciting career journey.  We want associates who are committed to excellence and want to make a difference in their own lives and the lives of those they come in contact with as a result of their daily interactions.  We want team players who are excited to come to work every day because, like me, they love what they do.

If you know someone who would enjoy becoming a part of something new and exciting, have them contact us at: careers@hotelequities.com.

 

Hospitably,

Fred Cerrone

'Tis the Season

Today’s crisp chill in the air feels just right, for after all, ‘tis the season. ‘Tis the season for friends and family to gather and most importantly, to focus on the true meaning of Christmas.

 

‘Tis the season for events and gatherings that build camaraderie with neighbors, co-workers, colleagues and business associates as well. Our annual Hotel Equities’ Open House brought together an eclectic group of people who enjoyed a festive time.

 

This year, our entire family, including our six grandchildren, will spend time at a Costa Rica beach resort where we’ll have time to strengthen our relationships and share stories that help us know where we’ve been and who we are.

 

If we are not careful, Christmas can also be one of the most stressful and hectic times of the year. It’s easy to get caught up in the busyness of attending events and buying gifts that the holiday always demands. My personal challenge, and one that I share with you, is to keep things in perspective this year.

 

‘Tis the season to remember the real reason for Christmas: celebrating the birth of Jesus Christ. When we focus on Jesus, God’s precious gift to all people, we can experience heavenly peace, unconditional love and complete joy. That’s my wish for you.

 

Merry Christmas!

Fred Cerrone

Do You Have the Courage to Honor Your Convictions?

Like many of us, I once forgot what day it was and visited a Chick-fil-A on a Sunday morning, only to be reminded that they were closed. I admit to being a bit frustrated at first, to be denied the goods from my favorite fast food restaurant. My first reaction was followed by surprise that the company would close on such an important day for restaurant sales.

I have since learned that the sales achieved in six days, at the average Chick-fil-A, far exceed what most of its competitors average in seven days.

Truett Cathy, founder of Chick-fil-A, and I would never meet, but his sacrificial decision to value his faith and worship ahead of profits has been an inspiration to me.  His witness of the priorities in his life has impacted millions of people who have driven past his closed restaurants.  He touched more people by that one decision than many pastors will reach in a lifetime.

I have to admit that I have given much thought over the years as to how I might replicate Cathy’s model within the hotel business. I concluded that it would be difficult to ask guests to vacate their hotel rooms for the day in order for me to follow his lead. Having said that, his example has challenged me to think of other ways I could express my faith as a part of my business.
                                                                                                                                                    
Cathy died recently at the age of 93.  It's tempting to describe him as another rags-to-riches American financial success story.  But if that's all we remember, we'll miss the most important lesson he tried to teach us: that the more difficult our obedience, the greater the reward.

I don't know how much Truett Cathy's decision to close Chick-fil-A on Sundays cost his company's bottom line, but I do know that his sacrificial commitment to honor God touched me and countless others. 

What difficult decision is God asking you to make? 

Hospitably,
Fred Cerrone

Tools of a Leader: Courage

You may have heard that CVS made a bold and courageous move last week by announcing it will eliminate cigarette sales in all its stores. According to the Wall Street Journal, tobacco is the number one cause of preventable disease and death in America. A U.S. Surgeon General report last month linked 480,000 deaths to smoking.

Larry Merlo, a pharmacist who became the CEO of CVS in 2011, announced, “The sale of cigarettes and tobacco at CVS pharmacy stores ends today. By eliminating the sale of cigarettes and tobacco products in our stores, we can make a difference in the health of all Americans.” 

His announcement is expected to put pressure on competitors Walgreen’s, Rite Aid and Walmart to adopt similar measures.  I admire the courage that it took for Larry Merlo and his leadership team to be the first in their industry to take a stand and, undoubtedly, take a hit in profits to do what they believe is for the greater good.

Jim Denison, one of my personal favorite mentors when it comes to relevant cultural issues, wrote in his September 4th Denison Forum that he spent an evening not too long ago discussing cultural issues with a group of brilliant, passionate young adults. One of the questions that surfaced during the discussion was, “How can I make a difference?”  They apparently see the great needs of our society and want their lives to count.

Don’t we all want our lives to matter? Wouldn’t we all like to think that, once we leave this earth and our “Dash” is over, we will have made a difference?

I believe that one of the things we all have in common is our search for significance. How many opportunities have we allowed to pass us by simply because we didn’t have the courage to act?

I hope you will join me on my journey to help build a hotel company that makes a distinct difference in the lives of others. This I know.  It will take courage.

Hospitably,
Fred Cerrone