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In this episode of Defining Hospitality, host Dan Ryan chats with Marc Bromley, Regional VP and General Manager at Four Seasons Hotel, Washington, D.C. The discussion delves into the essence of hospitality, nurturing a culture of care, and powerful leadership lessons from Marc's father, Stan Bromley, a legendary figure in the industry. Marc shares his path in hospitality, the importance of attention to detail, and balancing professional commitments with personal life. The conversation also covers recruitment strategies, maintaining high standards, and Marc's enthusiasm for what lies ahead for Four Seasons.

Takeaways: 

• Prioritize creating a culture of care within your organization. This means placing a high value on caring for employees first, which in turn enhances the customer experience.
• Implement regular employee opinion surveys (at least twice a year) to gauge employee satisfaction and identify areas for improvement. Take this feedback seriously and create action plans based on the results.
• Emphasize the importance of attention to detail among your team. Lead by example and teach your team to notice and address small issues before they become big problems.
• Provide your managers with opportunities to lead by ensuring they are the ones to address issues raised by senior leadership or general managers, rather than bypassing them.
• Focus on hiring for will and training for skill. Invest in continuous training and development programs that align with your organizational culture.
• Create a robust feedback mechanism where employees receive regular and constructive feedback. Recognize and reward good performance, and provide support and training where needed.
• Encourage a work-life balance within your team. Promote wellness initiatives and ensure that employees do not burn out.

Quote of the Show:

“ Not to say we won't move heaven and earth and create legendary, world-class, luxurious, five-star experiences for our guests, but we openly declare that the employee comes first.” - Marc Bromley

Links:

• LinkedIn: https://www.linkedin.com/in/marcbromley/ 
• Website: https://www.fourseasons.com/ 

Shout Outs:

• 1:11 - Stan Bromley https://www.sfgate.com/business/article/A-star-hotelier-bids-a-fond-farewell-Four-2564654.php 
• 1:53 - The Admiral’s Club https://www.aa.com/i18n/travel-info/clubs/admirals-club.jsp 
• 1:54 - San Francisco International Airport https://www.flysfo.com/ 
• 2:23 - Jordan Bromley https://www.linkedin.com/in/jordan-bromley-278742b8/ 
• 7:45 - Wolf Blitzer https://en.wikipedia.org/wiki/Wolf_Blitzer 
• 7:47 - Bill Clinton https://en.wikipedia.org/wiki/Bill_Clinton 
• 9:12 - Ohio State University https://www.osu.edu/ 
• 9:15 - Michigan State University https://msu.edu/ 
• 9:43 - Issy Sharp https://en.wikipedia.org/wiki/Isadore_Sharp 
• 10:06 - Hyatt https://www.hyatt.com/ 
• 11:09 - Peninsula Hotels https://www.peninsula.com/en/default 
• 14:05 - Forbes https://www.forbes.com/ 
• 14:07 - TripAdvisor https://www.tripadvisor.com/ 
• 14:09 - Michelin Guide https://guide.michelin.com/en 
• 40:02 - Mike Tyson https://en.wikipedia.org/wiki/Mike_Tyson 

Ways to Tune In: 

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• Transistor: https://www.defininghospitality.live/