Guests Aren't Always Right, But They Are Always Guests

By Fred Cerrone, Founder & Chairman | April 22, 2022

 

As a very young general manager, working alone one stormy night, I waited anxiously to greet a final group of guests booked at my hotel. Hours past its scheduled arrival, the tour bus was delayed because of weather and traffic problems. No matter the reason, I knew I'd be greeting and checking in tired, unhappy, and irritable guests, not to mention a frustrated tour leader and an exhausted bus driver. 

"Extend hospitality!" I told myself. "After the day they have had, they deserve a warm greeting, a hot shower, fluffy towels, a comfortable bed and a quiet, restful night. You can turn this day around and make a difference for a bus full of people. You can give them a great stay in your hotel." That's what we do in the hotel business!

I started my career in my hometown of Boston, Massachusetts as an interim job while I waited to be shipped out to Vietnam. I had other plans for a career, but I fell in love with hospitality. Opportunities opened to me, and I redirected my course. In hospitality, at its heart, I discovered both the joy and the challenge of serving guests. I found my calling.

Early in my career, I came to understand that, in the hotel business, we welcome all sorts of people as our guests. And even when a guest's view of a situation or the facts of an incident differs from mine, I must remember that this person is my guest. My rule of thumb, throughout my career, is that guests aren't always right, but they are always guests. So, it goes without saying that we treat guests with respect, understanding and fairness.

As I think back to that tour group on the late-arriving bus, I especially remember the weary and disheveled seniors. I did my best to ignore the grumbling as I greeted each one, handed out keys, unloaded luggage and offered whatever assistance I could. I recruited the night auditor to help me, reminding her to smile, sympathize and give a genuine welcome to our guests. After all, as I reminded the night auditor, without our guests, neither of us would even be there. 

Since that time, more than 50 years ago, I have accumulated two million plus miles on Delta Airlines. I know what it's like to fly across the country, stand in line, rent a car, and get to the hotel late, just as the local restaurants, including the one in the hotel, have closed for the evening, more days than I care to remember. I can feel a guest's pain! Guests are tired, hungry, irritable and sometimes not polite at all. At least they aren't as polite as they usually are or as they want to be. I "get it,” and I want our associates to be trained to "get it" as well.

When I started my own company, I vowed to make a difference, especially with our guests but also with associates and owners. I created not only vision, mission and culture statements, but also twelve value statements. All are included on a commitment card that every associate carries as part of their uniform after going through the company's onboarding training. Value Statement #9 states, "Guests aren't always right, but they are always guests." It impacts everything that we do.

You may have heard it said that, if a guest leaves the reception desk unhappy, you can rest assured the remainder of their stay will not go well. I firmly believe that statement is a truth in our business but there are often additional opportunities to turn around a guest's attitude and make the stay a win for both the hotel and the guest. 

Even a small gesture can make a big impact on a guest's stay. At Hotel Equities, our general managers are trained and authorized to make decisions such as using discretionary funds in the budget to help a guest. Sometimes, in addition to a kind word, the gift of dinner and a glass of wine with fellow travelers can make all the difference.

At the end of the day, we welcome guests just as they are: cheerful or grumpy, disheveled, tired or ready to party. We're in the business of delivering hospitality in its purest form to one and all. Sometimes our guests may need a change of attitude and that falls into our job description, too! So, smile, be upbeat, be genuine, caring, welcoming and hospitable... they're our guests. We can and we do turn things around to produce a win for our guests, our hotels and ourselves.

After all, they're our guests and, right or wrong, they deserve our best.

 

Refresh. Connect. Recharge.

Dear friends, partners, & associates,

 

What an eventful past few months, in which much has happened! We are coming off of the holiday season, with having recently celebrated Christmas, the New Year, Martin Luther King Jr. Day, the Atlanta Braves winning the World Series and the Georgia Bulldogs taking home the National College Football Championship trophy! What a moment in time and sports history for us here in Atlanta.

 

While it is important to be grateful and take time to acknowledge our blessings, we must continue to recognize the fact that there are remaining ripple effects of the pandemic on the hospitality industry as well as all other industries. It has been 2 years since Hotel Equities last met in person as a leadership team. Due to the pandemic, 2021 was the first time in 32 years that we did not have an in person Annual Leadership Conference.

 

The conference is intended to bring everyone together in one place over the course of a few days to participate in team building and training sessions. The events and activities have been in the planning stage for months and are aimed to further develop the strengths of attendees, and to take the time in-person, to express our gratitude for your efforts during these turbulent times.

 

There is nothing like face-to-face interactions to help build lasting relationships and a healthy company culture. While Zoom meetings are a reasonably effective alternative tool, they are just not the same as face-to-face interactions. At the end of the day, we all want to feel connected to a winning team and animportant part of an organization that truly cares about its team members.

 

With that being said, we are excited about the new opportunities 2022 has to offer! This year’s Annual Conference will take place at the Renaissance Atlanta Waverly Hotel & Convention Center from February 15 – 17, 2022. The theme of the event is “United | Refresh. Connect. Recharge.”

 

Brad and I, as well as the entire Above-Property Leadership Team, are extremely excited to host this conference for you. We are all looking forward to meeting our first-time attendees and finally having the opportunity to match a face to a name. A quote I refer to whenever I think about a collective team effort is, “Life has a tendency to match the input of effort with output of results.” 

 

I would be remiss if I did not take the time to thank you for your extra efforts in helping us “keep the doors open” while attempting to get to a better place. I realize it has not been an easy journey and has required extra time and dedication on your end.

 

Thank you for what you do to help us in our attempt to be an extraordinary lodging company.

 

I pray that each of you have a safe, hassle-free travel experience and that you arrive with a heightened sense of excitement and enthusiasm which results in an fun and rewarding experience for everyone involved. (John 13:34-35)

 

Hospitably,

Coach

Lessons Learned from the 2021 World Series Championship

It has been an incredible week for the city of Atlanta. There seems to be more buzz in the city, a sense of unity and excitement that I feel is long-overdue. For the first time in 26 years, Atlanta’s favorite baseball team, The Atlanta Braves, took home the World Series Champion title. This is a big deal for lovers of the sport of course, but it means so much more than just that to me. 

I am an avid baseball lover and have been for as long as I can remember. I am blessed to have a grandson who plays for a team you may have heard of before… and no, it’s not the Braves. He plays for the Texas Rangers, but it is fun to see the passion and love for the sport “runs in the family.”

I was lucky in the fact that my first baseball coach was a great male role model. His influence and guidance extended far beyond the chalk lines on the baseball field; he genuinely cared about us. He served as a leader, and a great one at that. The lessons he taught us on the field became the framework of how we lead our lives off the field.

Everyone at Hotel Equities knows me by Coach first, Fred second. As a leader, I take it as a personal responsibility to serve as a dispenser of hope to all those around me. I encourage you to do the same, because you have influence as well. 

Once a month, I host a Zoom call, in which over 100 corporate team members dial in. With all the technicalities and effort that goes into hosting an “online event” of any size, one might ask if it’s worth the trouble. My answer to that question is I would not have it any other way.

Maintaining a healthy company culture is the number one thing that keeps me up at night. While I can’t be there to see what associates are up to around the clock, in these monthly meetings I get to express how much each associate means to me and give them the pep talk they need before they “run back onto the field.”

I am absolutely overjoyed to see my favorite team (apart from the Texas Rangers) take home a well-deserved championship trophy. It reminds me that the lessons I learned in baseball are applicable to just about everything else in life. Lastly, as we approach Thanksgiving, I would like to mention that I am grateful for you. Please stay safe and have a wonderful holiday with your loved ones. 

Hospitably,

Coach

Happy Thanksgiving

To my family, friends and co-workers;

This past week and a half has been, personally for me, the most difficult of 2020… a year we can all agree has by its very nature been tough on all of us.

I have been diagnosed with “walking pneumonia” which has sapped me of much of my energy and leaves me out of breath following any amount of physical activity, including walking. I was tempted to feel sorry for myself. I wanted to focus on the accumulation of personal health issues as well as business challenges and ongoing head-winds therein. Honestly, I have been tempted to just focus on all of the negatives in life. But, then I decided instead of hosting a pity party, I would pray.

When I prayed, God put the book of Isaiah on my heart. Specifically, Isaiah 41:10—'Fear not, for I am with you; be not dismayed, for I am your God; I will strengthen you, I will help you, I will uphold you with my righteous right hand.' As a result, God revealed several truths to me. Namely, that we are going to get through these tough times. We are going to persevere. We are going to come out even stronger on the other side. Why? Because God is with us and because God is our strength, comfort and guide. (Proverbs 3:5-6).

I am grateful to live in a nation where we have the freedom to express our religious liberties and personal faith. I pray regularly that I will have the courage to speak out and confront the enemies of our freedom as our forefathers once did. Because of their heroism and sacrifices, you and I benefit and for that I am deeply grateful. It’s a reminder for me that one day we will be held accountable before God for our actions and I am convinced that we will be asked the following two questions; [1] What did you do about my Son whom I sent to die for you? and [2], what did you do with the gifts and talents that I gave you?

Although we don’t have any control over how our life story begins, we do have a say in how it ends. Are you making the most of your time?

As we approach this Thanksgiving, one of my favorite holidays of the year, I would be remiss if I didn’t mention that you are one of the things that I am most thankful for.

Please stay healthy and safe.

Fred [Coach]

Leading During Difficult Times

The world we live in right now is filled with uncertainty. The coronavirus [COVID-19] pandemic has changed the way we live, work, play, think and even worship. It has impacted every area of our lives and has caused a great deal of fear. The number one source of fear is the fear of the unknown. If we are totally honest, each of us have significant doses of that currently. At times our lives seem surreal. I have to admit that I wake up on occasion asking, did that just really happen? 

As leaders, we are frustrated by not having answers to all the questions we typically can easily respond to with a reasonable amount of certainty. Not so today, under current circumstances. No one knows what the future holds in regards to the Coronavirus. Everywhere we look we see that everything that we once knew to be true has changed. The way we do business has changed, the way our children are taught has changed, even the restaurants we frequent have been forced to change the way they do business. Consistency brings comfort, inconsistency causes fear. 

As leaders, we would all like to think that in the midst of a crisis we would be brave. I love this definition of courage; “Courage is not the absence of fear, but rather the determination that something else is more important than fear.” [Ambrose Redmoon] 

Consistent, strong leadership is one of the keys to having a successful business and winning team. We are blessed to have a strong leadership team which has a tremendous amount of experience and a strong will to succeed along with a deep desire to do the right thing. Most importantly, they care deeply for those they have been given the responsibility to lead.

Here are some things we know to be true; Nobody has experienced anything quite like this; God loves us and desires to have a personal relationship with us; He promises to guide and protect us; My favorite bible verse that I often reach for during times of trouble is Proverbs 3:5-6, “Trust in the Lord with all your heart, lean not on your own understanding. In all your ways acknowledge Him, and He will make your paths straight.” When I am fearful, this is the verse that I can count on to help curb my fears.During difficult times new leaders emerge, step up to the plate and make those difficult decisions that have to be made for the good of everyone. They lead with purpose and integrity. They care deeply for those they lead. Douglas MacArthur once said, “A true leader has the confidence to stand alone, the courage to make tough decisions, and the compassion to listen to the needs of others. He does not set out to be a leader, but becomes one by the equality of his actions and the integrity of his intent."

Hospitably,

Coach

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