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

On this episode of the Hospitality Leaders podcast, I’m joined by Roger Igo, President and CEO at the Bell Tower Group in Houston, Texas. The Bell Tower on 34th is the region’s leading venue for hosting weddings and other special events.

The company has several other online properties, including a search engine for other venues in the Houston area, a catering brand, and a charity called Keep on Going that raises money for Alzheimer’s research.

Roger reports that wedding bookings have rebounded from the dark days of restricted capacities during the pandemic, and at the time of the interview they had 210 weddings booked. Things are getting back to normal.

Roger is a big fan of using empowerment to keep team morale high and fuel growth. Many of the Bell Tower’s team members are students or are working there as a second job, and he and his leadership team encourage them to pursue their dreams.

They have a “dream board” where any team member can write down his or her dream. Once it’s written down it becomes a goal. That’s a great way to encourage and motivate your people — and they then return the favor with solid work.

Roger Igo

The Bell Tower on 34th

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 Bruce Harkey, president and CEO at Franklin Park Conservatory and Botanical Gardens, a botanical landmark and cultural attraction in Columbus, Ohio. It features exceptional plant collections and gardens, seasonal exhibitions, and an array of educational opportunities for visitors of all ages.

Bruce started work at a greenhouse at age 15 and went on to get a horticulture degree as well as a business degree. He landed a job with Honda, staying with the carmaker for 18 years. When he heard the CEO position at the gardens was open, he jumped at the chance to go back to his horticulture roots.

As with most hospitality businesses, Covid hit Franklin Park hard, forcing a number of layoffs and budget-cutting measures. But the tide has turned and things are looking bright for the future.

Covid was a test for his leadership team, but Bruce believes in having open conversations with each team member to help them grow through good times and bad. He also enjoys nurturing a team member’s leadership skills to the point where they leave him to move their own career forward.

Teach them and let them flourish.

Resources

@Bruce Harkey

@Franklin Park Conservatory and Botanical Gardens

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, Leah Rossi, assistant general manager at Wyndham Destinations in Austin, Texas, joins me to talk about her career in the hospitality industry and how she values the human element when it comes to dealing with her team members. She also shares a fascinating story about resilience, which involves two hurricanes ten days apart, among other challenges.

Like everyone in the industry, Leah is facing challenges with staffing when it comes to ramping back up post-pandemic. That’s one area where the human element comes in. The industry can no longer demand that team members bend to their will. In order to attract top talent, you need to be flexible with hours and scheduling, allowing for a work/life balance.

The other human aspect she focuses on is resiliency. If you put people in a position to succeed, where they feel appreciated and happy at work, they will be able to weather any storm that comes their way.

That’s where the two hurricanes come in. Listen to Leah’s story. It’s inspiring.

Resources

Leah Rossi

Wyndham Destinations

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, Mike Hogan, general manager at Cincinnati Marriott Northeast, joins me to talk about his career in the hospitality industry, the effect the pandemic has had on business, and his philosophy on finding, hiring, and retaining top talent.

Mike has been in the industry for more than 25 years, working in several different markets. Several years ago he wound up in Cincinnati and has stayed there to raise his family. He currently works at two distinctly different hotels, a suburban property that relies on corporate business, and an airport property.

The pandemic has had a harsher impact on the suburban property because corporations have been slower to return to in-person meetings compared with the general public returning to the airport property. Like all of us, Mike is now seeing a gradual return to higher occupancy rates at both properties.

Mike feels the same hiring crunch everyone is facing, but he emphasizes that to retain top talent, especially leadership, you can’t lower your standards. People want to be appreciated, and you can’t resort to hiring warm bodies when you’re short-staffed.

Have high standards. Stick with them; it’s vitally important.

Resources

Mike Hogan

Cincinnati Marriott Northeast

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, Juan Fernandez, general manager of 21c Nashville Museum hotel, joins me to talk about his lifelong career in the hospitality industry.

Juan’s career started when he was a boy. Growing up in Milwaukee, his family ran restaurants and bars, and he would go into work to help out however he could. He got into the Hilton manager training program while he was still in college, and was elevated to his first GM job at the age of 25.

When I ask Juan about the effect of the pandemic, he says the entire industry had to hit the reset button. The old mindset of moving GMs and other senior leadership from location to location had to be put on hold. That change might become permanent.

Juan is a big believer in developing talent in the community through involvement and volunteerism. Working in the hospitality industry means you’re already making customers happy, and those skills can be used to make a difference outside of work.

Work food drives. Help out at your local Boys & Girls Club. Help a disadvantaged family. You might meet young people who end up being your team members.

Resources

Juan Fernandez

21c Museum Hotels

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, host Chris Cano is joined by Leah Fields-Nester, Assistant General Manager at Hyatt House Charlotte/Center City.

A second-generation hotelier, Leah has worked in a few different cities but has spent her entire career with the same company, which is unusual in the hospitality industry. She started as a night auditor and worked her way up the ranks to her current position as AGM at Hyatt House in Charlotte.

Leah has an infectious enthusiasm when it comes to guest satisfaction. She believes in doing whatever it takes to create memorable experiences for guests on the property. This can be as simple as a box of truffles and a hand-written note, letting them know her team is excited to have them.

She reminds her team daily that if they see a way to create a tailored guest experience, they can do it or let her know and she will get it done.

The vast majority of the property’s reviews are four and five star. Her attention to detail is paying off.

Resources:

Leah Fields-Nester

Hyatt House

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, host Chris Cano welcomes Jelle Vandenbroucke, General Manager at JW Marriott Houston Downtown, to talk about his career path and his philosophy on leadership development of his managers and staff.

Born in Belgium, Jelle took an early interest in cooking, and enrolled in culinary school at the age of 15. After graduation, he worked in several kitchens in the US, UK, Dubai, and France, all in a luxury setting. Always wanting to grow, he explored other areas, like banquet service and management, which led to his current GM position at JW Marriott.

Jelle wants to see everyone that’s working for him thrive and advance in their career. Leadership development can start very early in someone’s career. If someone wants to work in accounting but they aren’t quite experienced enough, he will put them in a position to work toward their leadership goal.

He also believes in a work/life balance, something that hasn’t always been embraced in the hospitality industry. He insists that his managers and staff take sufficient time off to be with their families and unwind. He says that balance makes them all better leaders.

Resources:

Jelle Vandenbroucke

JW Marriott

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, host Chris Cano welcomes Chef Scott Craig, Director of Culinary Operations, Myers Park Country Club in Charlotte, North Carolina.

Chef Scott talks about his background, which didn’t include culinary school. He caught the cooking bug while studying for a psychology degree in college at Virginia Tech, and he began his career as an apprentice at the Baltimore Country Club.

Chef Scott has always seen value in culinary competitions, and he credits those challenges as being an integral part of his training and education. He recently won a gold medal at the Culinary Olympics, which he displays in his office to inspire young chefs coming into the industry. He thinks the culture of competition drives his team to be the best they can be.

Building a supportive culture is important to Chef Scott. He believes in a culture of fostering growth and providing advancement opportunities to everyone. He and his team deliberately use the term “family,” because that is the kind of closeness they feel with each other. It is a culture of joy and optimism.

He also talks about his involvement in the Southeast Emergency Response Network, which is an organization that feeds people during times of disaster or emergency. His goal is to grow the network throughout the Southeast United States.

He enjoys photography, and he has some beautiful shots of his food on his Instagram page. Check it out.

Chef Scott Craig

Myers Park 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.

Welcome to the Hospitality Leaders podcast with host Chris Cano. Each episode of the podcast will feature insightful conversations with leaders in the hospitality, event, and food service industries.

Chris has spent more than 20 years in the hospitality industry, and almost every leader he has met has told him at some point that they “could write a book” on the bizarre encounters they’ve had with guests or team members. Those books never seem to materialize. Instead, books on the industry written by industry leaders focus on ways to improve customer service, build great places to work, or lead under pressure.

The Hospitality Leaders podcast aims to focus on those topics in conversation form. The global pandemic had a devastating effect on the industry and, by proxy, adjacent industries. Leaders are facing the challenge of rebuilding the industry in areas such as customer service, financials, and handling labor.

Stay in tune with the state of the industry today and into the future with the Hospitality Leaders podcast. Subscribe, and never miss an episode.

The Hospitality Leaders podcast is powered by Upshift, connecting businesses with W2 employees in real time for both short-term shifts and Upshift to Hire positions.

Resources:

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