Hospitality Leaders - Interviews with leaders, entrepreneurs, and supporters of hospitality.

On this episode of the Hospitality Leaders podcast, I’m joined by Brett Batterson, President and CEO of the Orpheum Theatre Group. Throughout the show, we hear some of the ways he’s responded creatively to the adversity facing the hospitality industry these last few years.

As performing arts venues, the theaters Brett manages faced some of the toughest challenges of the pandemic. Whereas many businesses were able to make minor adjustments to their practices in order to continue operating as normal, entertainment venues were largely shuttered altogether.

Brett was unfazed by this adversity and developed creative solutions to his industry’s worst problems. He transformed one of his theaters into a miniature golf course for several months, and hosted outdoor candlelit concerts in the parking lot. Few leaders might be willing to so drastically alter their business model, but, to Brett, creativity and adaptability are the keys to survival in a volatile industry.

This creativity also extends to his hiring practices. Brett often looks beyond on-paper qualifications and pursues candidates with certain intangible qualities, like determination and adaptability. He’s willing to train people into their ideal role, rather than only looking for the perfectly qualified candidate.

This outstanding adaptability has brought the Orpheum Theatre Group consistent success in an inconsistent industry.

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On this episode of the Hospitality Leaders podcast, Abigail Poklar, Chief Development Officer at COSI, opens up about her authentic leadership style.

COSI is a science and technology center with a clearly defined mission. They engage and transform their local community through education. That mission defines a core set of values that Abigail attempts to live by, but that she also tries to instill in her team. It’s a culture shaped by the values of the organization, and by the way those values are demonstrated by its leaders.

Abigail places a strong emphasis on professional development. She is constantly looking for professional mentors as well as for opportunities to learn and grow in her field. That philosophy is demonstrated in her leadership. She listens to her team members and finds ways to promote their own growth as well. With leaders like Abigail who embody COSI’s mission, the organization had no trouble adapting its engagement with the community to the pandemic.

Despite the challenges posed by Covid-19, COSI managed to shift its approach to accommodate its community’s unique needs.

When leaders live out their company’s values, there’s always a solution in the face of adversity.

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit

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On this episode of the Hospitality Leaders podcast, I’m joined by Anthony Santiago, Director of Operations at China Grill Management, to discuss some of the cultural shifts in the hospitality industry.

While it may seem as though the Covid pandemic was the beginning of a new way of doing business, Anthony says that this is not the case. In reality, changes in restaurant culture had been a long time coming. Covid simply highlighted many of the issues that had existed all along.

The initial lockdowns meant spending extended time with family, and this time at home reminded Anthony of the value of life beyond work. That reminder became a core part of his approach to leadership.

By investing in his employees, Anthony has motivated his team to persevere through the worst of the pandemic. His team has been able to continue to create a high-quality guest experience at a time when customer service is easy to overlook.

Anthony took Covid-19 as an opportunity to respond positively to the needs of his team, and his restaurants have continued to thrive.

Resources:

Anthony Santiago

@Anthony Santiago

@China Grill Management

Chris Cano

Upshift

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit

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On this episode of the Hospitality Leaders podcast, I’m joined by Melissa Kaiser, CEO of DISCOVERY Children’s Museum, to discuss the unique challenges faced by an organization that primarily caters to children.

DISCOVERY Children’s Museum is located in Las Vegas, Nevada, and Melissa’s team channels the performative culture of the city in all their interactions with their guests. It can be a fun and rewarding environment, but also an exhausting one.

In this kind of workspace, communicating about her team’s needs is an essential part of Melissa’s job. Multiple weekly team meetings help Melissa understand where there’s room for improvement, but it also allows her to communicate back to her team. She ensures that they always know that they’re appreciated and that she hears their concerns and is working to address them.

More than communication, Melissa also makes sure her team is celebrated for the work they do. They have movie nights, go to baseball games, and even go bowling together. This extra investment in her team has kept them motivated to perform at a high level, despite the many extra challenges they’ve had to face these last two years.

It’s an outstanding way to address staff morale.

Resources

If you enjoyed today’s show, please leave a 5-star review. For more information and links to all of the resources mentioned in today’s episode, visit

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On this episode of the Hospitality Leaders podcast, I’m joined by Tom Gallagher, General Manager at Columbus Country Club. We discuss the ways Tom’s style of communication strengthens his team.

Contrary to much of the hospitality industry, Columbus Country Club became a haven of sorts for guests during the Covid-19 pandemic. This was due largely to the commitment shown by Tom’s team to enhance their guests’ experience.

Tom has cultivated a work environment where his team is passionate about doing their job well and feel empowered by management to achieve success. Tom has accomplished this through his constant, open, and often informal style of communication. Tom treats his staff almost like his guests, asking about their kids’ soccer games and remembering their birthdays. It’s created an environment of trust, where his team is comfortable communicating with him openly.

That trust goes both ways. When his team is open about their concerns and their needs, Tom is comfortable trusting them to use the tools he’s given them to work diligently to the best of their ability.

Tom shares with me how this method of communication has built an outstanding company culture — one from which everyone benefits.

Resources

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On this episode of the Hospitality Leaders podcast, I’m joined by Bradd O’Brien, President of Howl at the Moon, an entertainment bar specializing in live musical performances.

Howl at the Moon has locations in major cities all across the country as well as a partnership with Norwegian Cruise Line. Despite their status as an industry giant, Bradd and his partner, Jimmy, have maintained a familial culture within their business. From small personal touches, like getting to know his staff personally, to company-wide policies of open communication, Bradd’s small-business approach to operations has ensured employee longevity and a healthy staff morale.

Being a live music venue, Howl at the Moon was forced to close for an extended period during the Covid-19 pandemic. Still, Bradd maintained his personal style of communication and approachability throughout the closure. His transparency inspired many of his original employees to come back to work for Howl at the Moon after over a year without operating. Bradd has even opened several new locations since reopening, proving that a healthy company culture is a key to overcoming even the most insurmountable challenges.

Listen as Bradd describes not only his own commitment to a people-focused philosophy, but also the way he instills that philosophy in the leaders he trains.

Resources:

Howl at the Moon

Chris Cano

Upshift

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit

HospitalityLeaderspodcast.com.

On this episode of the Hospitality Leaders podcast, I’m joined for an inspiring conversation with Jeff Crabiel, Area General Manager at The Westin Nashville / Bobby Hotel in Nashville, Tennessee.

Jeff began his hospitality journey in his hometown of Kalamazoo, Michigan, and he quickly moved to Orlando to learn what it was like to work in big resorts and how to run large, full-service resort properties. In 2012 he moved to Nashville, which led to the position he holds today.

Jeff is facing challenges with attracting and retaining talent with a fresh approach. He believes that making employees happy is the key to retaining them. Happy employees treat guests better, and that makes happy guests. His parties and perks for his team members prove he puts his money where his mouth is.

He has a hands-on approach to employee satisfaction. He blocks off time on his calendar to walk through his properties every day. He talks to his team members to make sure they’re happy and, if they’re not, he wants to know why. He expects his leadership team to do the same, and the trickle-down effect is real.

It’s an outstanding leadership approach.

Jeff Crabiel

Bobby Hotel

Bobby Hotel

Chris Cano

Upshift

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On this episode of the Hospitality Leaders podcast, I’m joined by Kent Johnson, General Manager/COO of Baltimore Country Club, for an inspiring conversation about his employee-centric organization. Listening to this conversation makes it clear why the BCC is regularly found on “Best Places to Work” lists year after year.

When Covid hit, the leadership team was unsure of the future like everyone else. There was a state-mandated shut down on March 16, and Kent and his team implemented their first program on March 17: carry-out meals. Throughout the pandemic, they continued to be creative with their offerings to the community. They didn’t lay off any staff, and everyone got paid whether they worked or not.

Coming out of Covid, everyone was faced with the Great Resignation. BCC had trouble attracting talent like everyone else, despite the fact that their pay was above average. Kent hired a PR firm to get the word out, and it worked, getting them back to being fully staffed.

Kent understands the temporary status for many hospitality workers. Unlike many organizations, BCC believes that a team member going on to bigger and better things is a win for everybody.

They encourage growth. It’s outstanding.

@Kent Johnson

@Baltimore Country Club

Baltimore Country Club

Chris Cano

Upshift

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On this episode of the Hospitality Leaders podcast, I’m joined by Ramon Reyes, General Manager at Omni Atlanta Hotel. Ramon has an infectious spirit when it comes to talking about the hospitality industry, and he brings over 25 years of experience to the conversation.

Ramon talks at length about the staffing challenges that everyone in the industry is facing these days. He makes an interesting point that people are leaving the industry for different reasons, and instead of complaining about it, smart leaders will look to non-traditional sources to fill vacancies. He likens it to “fishing from different ponds.”

His organization is an industry leader when it comes to pay rates, which Ramon believes is an advantage. But he believes there is so much more when it comes to attracting and retaining talent. People want to feel like they’re part of a family, and they want to feel like they’re making a difference in the lives of others.

Ramon and his twin brother Jerry host a hospitality industry podcast where they aim to shed light on the stories of talented people who make the hospitality industry special. Search for The Hospitality Twins on your favorite podcast platform.

Ramon Reyes

Omni Atlanta Hotel

Chris Cano

Upshift

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.

On this episode of the Hospitality Leaders podcast, I’m joined by Dr. Jeremy Goodman, President & CEO at Pittsburgh Zoo & PPG Aquarium.

Jeremy is one of the few people who is literally living his childhood dream of wanting to run a zoo. He was an animal sciences major in veterinary school, and worked his way up from small zoos to his current position in Pittsburgh.

Like everyone, the onset of the pandemic was scary for Jeremy and his team. Unlike many other businesses, they couldn’t keep the animals in their charge healthy and happy while working from home. This meant developing protocols to keep the animals and the team members safe and healthy.

Many think of a zoo as just a place to see exotic animals, but it is also a mission-based education and conservation institution. Jeremy prides himself in using creativity to drive that mission. He encourages his staff to use their creativity to come up with new and better ways to do things.

They’re using that creativity to think of new ways to create a sense of ownership in the community — and it’s working. People throughout the community are getting involved.

@Dr. Jeremy Goodman

@Pittsburgh Zoo & PPG Aquarium

Pittsburgh Zoo & PPG Aquarium

Chris Cano

Upshift

If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit HospitalityLeaderspodcast.com.