What does the word “possibility”, in hospitality, mean? In essence, it’s finding new ways of meeting evolving guest expectations and empowering the staff who deliver them.
The Junto Hotel in Columbus, OH hosted the latest gathering of leaders from hotel ownership, operations and branding, as well as investment. Hotel Business Roundtable sponsored By Rockbridge—and held in conjunction with its RTRX This idea will be explored at a conference.
Moderated by Christina TrauthweinVP of content and partnerships Hotel BusinessThe conversation focused on optimism, human connections, and the changing definition of hospitality success. Panelists included Ben Pierson, managing director, Rockbridge; Matt Welch, managing director, Rockbridge; Shawn TuliChief investment officer HHM Hotels; Lisa Sexton, SVP, development, Marriott; Mike (Woody) WoodwardChief Growth Officer, HVMG; Tim Ryan. Chief investment officer for campus lodging AJ Capital; Nala Holmes, VP, development, Pyramid Global Hospitality.
Trauthwein began the discussion by asking the panelists to explain what “possibility”, in the context hospitality, means.
Welch says the word represents the spirit driving the industry. “There’s something just optimistic about the word ‘possibility,'” he said. “I think that hospitality is a field where everyone is an optimist. We love entertaining and bringing people together.
Woodward’s perspective was centered on the people. “What opportunity means to me as a business owner, and especially an operator, is to give individuals the chance to grow both personally and professionally.” He highlighted the High Impact Heisman Award given by RTRX to team members who overcome challenges: “This was the first year that three of the four nominees from HVMG attended the award ceremony.” “Deb, who won the award… she’s been in the industry for 50 years. She brought her son with her on the trip, and he said, ‘We are just so blessed.’ He wants to work in the hospitality industry.”
AJ Capital’s Ryan equated the concept of growth with that of possibility. He said that if you are asking what is possible or wondering, then you probably have a growth mentality. “You’re always improving the model and brand, as well as the execution.”
Sexton’s idea of possibility involves forming new partnerships. It’s about meeting people, working together with new owners, and bringing in people who have not been Marriott owners before.
Holmes emphasized the human side of the business: “We don’t deal with buildings; we work with people,” she said. “Possibility is continuing to find ways to deliver—whether it’s experiences for guests, great healthcare for associates,or profit for our owners.”
Tuli says that possibility is a mentality rooted in curiosity. “We infuse our approach as operators and investors with curiosity,” he said. “It’s about embracing the individuality of our team members, our owners, our guests and turning that into a service offering.”
The panelists returned to the emotional and human dimension of hospitality throughout the discussion.
Pierson stated that the industry contains a lot of extraordinary people. When you provide the opportunity and come authentically and genuinely, you can achieve great things in business and personal life. You don’t even know what’s going on. You don’t know how it’s going to happen… but when you go in genuinely and authentically, it creates the opportunity for magic.”
Welch said that embracing complexity is the best way to cultivate a growth-mindset in their teams. He explained that the Rubik’s cube is a combination of possibilities, opportunities and complexity. “If we lean in and allow people to be who they are and create an opportunity for them flourish, something is there.”
Woodward believes hospitality attracts a certain kind of person—and filters out those who aren’t a fit. “At a very young age, I was told, ‘You don’t find hospitality. The hospitality finds you. People who aren’t built with an optimistic outlook, a passion for service, for people, for knowledge—they get out of the industry. But the ones who stay—you see it in their smiles, their glow. “We are in the most exciting industry.”
The September issue of Hotel Business.
Post HB Roundtable: Possibility as a path forward The first time that appeared on hotelbusiness.com.
