Hospitality Hero

Ana Marie Viditchi

My fifth spin off interview of my "Hospitality Heroes" piece, is with Ana Marie Viditchi, who is Executive Director of Merchandising at MGM Resorts in Las Vegas, Nevada.

I have gotten to know Ana this past year and a half, and I did a previous interview with her back in November 2020. Now it is July 2021, and since so much has continued to shift in these last eight months, I wanted to do another interview with her. Ana always has some good insights, perspectives, and wisdom to share.

At the time of this interview, it was her 20th anniversary in the industry, and she still loves this industry. I have been working with Resorts and Boutique Hotels since 2001, so I am around 20 years as well. Whether someone is in the industry for two years or twenty, everyone has a perspective, and it is great to shine a light on those who want to share theirs with others.

Hope you enjoy this interview, and possibly get a tidbit (or more) of wisdom, to help you move forward on your journey in a "people" industry.

Me: So, our last interview was in November... hard to believe how so much continues to shift within the hospitality industry, in general. If you had to pick one lesson, what is the one lesson you learned this past year working in your role within the hospitality arena?

Ana: We learned a lot about how to run a business more efficiently, and we also learned a lot from an employer retention standpoint. In addition. from a technology standpoint, lots of progress was made. We were forced to adapt in many ways, with the reduced physical contact that we had with guests, so we were able to look at how technology was advancing at a much faster rate. Typically technology does not move as fast, and these were some of the choices those in the industry had to make. Many had to move quickly, since there was less physical interaction with people.

We also learned a lot from a retention of good talent standpoint. People have left the industry, and there is higher competition on pay. The importance of recognition and celebration of employees is important, and we learned how important people are. People are the most important asset.

My takeaway:

People are indeed the most important asset, especially in the hospitality arena. I am thrilled that Ana said this, as few point this out and true leaders understand this.

#peoplearetheassets

#talentretention

Me: You have always connected well with people, and you have always been big on appreciation, gratitude, and compassion.

Ana: Yes, I have always made this a priority. Sustained appreciation of people and what they do - it is a must. A lot was learned in terms of operational efficiency, and it is amazing what we can accomplish as a team. It is important for organizations to know that they accomplish as a team, not as an individual. Individuals make up the team. We had to close all properties, and then open all properties, and with thirteen plus properties, there is a lot of teamwork and collaboration. We all are learning how to appreciate more.

My takeaway:

"Sustained appreciation of people", as Ana shares, is vital. In my opinion, for any business to be sustainable over time; appreciation and gratitude expressed and shown to their people is what will keep them afloat and thriving.

#workappreciation

#workgratitude

#sustained appreciation

Me: Now that people are indeed traveling, and this past year is behind us, any other lessons you are incorporating to move forward with?

Ana: We are happy to be back, and we are taking time to prioritize. Helping our team to prioritize efforts. With all the time delays for products, lack of stock in some cases, and broken supply chains, there are challenges. Things that come in from overseas are delayed, and costs are higher. We have dealt with increased prices before, but this, coupled with all the other issues; we need to prioritize, plan business and inventory better, and be creative in how we get product.

My takeaway:

Many large Resorts are dealing with supply issues and delays. Ana works with some of the most amazing people on her team. I was fortunate enough to work with her and her team for many months and the team effort, communication, and professionalism was some of the best I have ever experienced.

#teamwork

#appreciation

#priorities

#teameffort

#bettertogether

Me: Last time we spoke you recommended a book, 'The Sponsor Effect: How To Be A Better Leader By Investing In Others', by Sylvia Ann Hewlett. Any other good books you have read or been reading that you'd like to recommend?

Ana: Yes, I am reading another book by Sylvia Ann Hewlett titled, 'Executive Presence: The Missing Link Between Merit and Success'. Also, 'Made to Stick: Why Some Ideas Survive and Others Die', by Chip Heath and Dan Heath. Another good one is 'Weekend Language', by Dave Yeoman and Andy Craig.

My takeaway: True leaders are always learning and growing. They share their knowledge and lessons learned freely, to assist and support others. Even with good book suggestions, leaders like Ana are happy to be of service. As soon as we finished this interview the book recommendations were already in my email box from her. I already started reading 'Made to Stick' and I highly recommend this book to anyone in a leadership role, entrepreneur, business owner.

#leaderslearn

#leadersshare

#executivepresence

#madetostick

#weekendlangusge

#sylviaannhewlett

#chipheath

#danheath

#daveyeoman

#andycraig

#leadersgrowth

#growthmindset

I want to thank Ana, again, for her time and perspectives. The hospitality industry is very fortunate to have someone like Ana, who has been in this amazing industry twenty years. I am very fortunate to know Ana, as she is a true and inspirational leader!!

For more information about MGM Resorts, please visit:

www.mgmresorts.com/en/destinations.html

#mgmresorts

#lasvegas

Hospitality Hero

Veronica Martinez

My fourth spin off interview of my "Hospitality Heroes" piece,is with Veronica Martinez who is Hotel Bel-Air Boutique Clerk, in Beverly Hills, California.

Veronica is one of the most genuine, authentic, open hearted, kind, and gracious individuals. She clearly loves what she does, and is a true example of someone who displays an impressive level of service, warmth, positivity, and professionalism.

Hope you enjoy, and possibly get a tidbit (or more) of wisdom, to help you move forward on your journey in a "people" industry.

Me: So what is the one lesson that you learned this past year, working in your role within the hospitality arena? If you had to pick one?

Veronica: Patience. Also, adjusting to change, while staying positive. People can go pretty far down if they think negatively. We need to do the best we can to stay positive. Whether it is clients, vendors, employees; everyone is going through something, and we really do not know what people are going through. Even interacting with guests. Guests may be dealing with personal things and challenges, and we may not know. I had a guest share some personal things with me just yesterday. It is important to be kind to others.

My takeaway:

Veronica is the type of person who understands on a deep level, that others, even possibly guests, are going through things, and being kind, present, as well as compassionate goes a long way, and does make an impression. I am not surprised that others share things with her, as people usually only share and are open with those they feel safe to share with. Veronica has such an open heart and good attitude; she is a joy to interact with.

#patience

#goodattitude

#joy

#compassion

#connection

#workplacewellness

#bepresent

#presence

Me: Now that people are indeed traveling, how are you moving forward so gracefully? How do you stay so grounded each day?

Veronica: I surround myself with positivity and positive people. I have a great group of friends, family, I have a few good friends at work, and I have daily reminders that 'today is a good day'. There is not a day that goes by, that I do not get a text, or a phone call to start my day off right.

My takeaway:

Having a good support system with great people is invaluable.

#support

#stayinggrounded

#authenticconnection

#connection

Me: You are one of the few boutique buyers in the industry who do buy some things that are made in the USA. With so many scrambling for products, in a rush for inventory, you understand clearly that some guests do prefer products made in the USA; and you also understand that timelines for production with USA made can be quicker. Though a bit more expensive, it is worth the cost for those in the industry such as yourself. This is quite refreshing, and I hope this trend continues with others.

Veronica: Yes, some of our guests do pay attention to where products are made. And yes, USA made for some of our guests is a great thing.

My takeaway:

More and more Resorts and Boutique Hotels are reviewing their options on their supply chains, as well as making better choices for getting products and inventory. Not only is Veronica a joy to work with, but she also knows products and knows her guests. She has an exquisite eye for detail and knows design. All the products Veronica buys from me, I would surely purchase for myself.

#USAmade

#supplychains

#creativity

Me: You clearly are a person who loves what they do.

Veronica: Yes, I love what I do. I enjoy our guests and my job allows me room for my creativity. We are all doing our best and I am grateful.

My takeaway:

People who love their job, deal better and persevere stronger, for the most part, when love is at the center. In my opinion, when love is the energy, and when love is the foundation of anything, challenges are met, faced, and conquered.

Veronica also mentions creativity. She is very fortunate to have the room to be creative within her role at Hotel Bel-Air. I have noticed that those who are creative, and have the ability to think outside the box, thrive in environments that allow for creative expression. There is a great documentary on Netflix, "The Creative Brain," and I highly recommend it. It talks about how "human creativity adds the color to our world. It's our crowning glory as a species. It is also deeply personal". There is so much depth and wisdom in this documentary, and I do believe if schools, communities, and workplaces would embrace, appreciate, nurture, and encourage others to pursue their individual creative genius, our world would be a much better place.

#love

#thecreativebrain

#workplacewellness

#unleashcreativepotential

#netflix

#artishealing

#creativity

I want to thank Veronica so much for this interview. With so much going on in the hospitality arena, I especially value the time spent discussing some of the current day topics, perspectives, and the sharing of ideas with those in the industry. On many levels, we can all collaborate and work together, so that all of our roles in whatever we love to do, can integrate deeper, and we can be more fully present in our work. Veronica is a wonderful example of love, grace, presence, and professionalism; and I hope one or many more who read this interview, may resonate with some of the perspectives shared.

#bettertogether

#collaboration

#workingtogether

#graceatwork

#presenceatwork

#sharingperspectives

#workplacewellness

For more information on Hotel Bel-Air, please visit:

www.dorchestercollection.com/en/los-angeles/hotel-bel-air/

#hotelbelair

#beverlyhills

#wanderlust

#dorchestercollection

Hospitality Hero

Zack Gilarski

My second spin off interview of my "Hospitality Heroes" piece, is with Zack Gilarski who is Director of Purchasing at Four Seasons Hotel Philadelphia at Comcast Center.

One of my favorite people in the industry, Zack consistently displays a level of service, warmth, professionalism, kindness, as well as true leadership.

Hope you enjoy, and possibly get a tidbit (or more) of wisdom, to help you move forward on your journey in a "people" industry.

Me: So what is the one lesson you learned this past year working in your role within the hospitality arena? If you had to pick one?

Zack: Planning. Planning is the most important thing I learned, and staying ahead. The people in the industry who did not plan well, are suffering now. There are a lot of things going on these past few months especially. Some thought everything in our industry would just die out, and we would not be busy. The fact of the matter is, there is a rush of business, and people are traveling. Many are hurting right now, since they did not plan ahead. I am continually looking for vendors, reviewing lead times on products, etc...It is imperative to look at the future, and review where supply chains are at, and forecasting appropriately to plan out. Looking at products, and where are they coming from. It is imperative to get things that are needed, so it does not hurt the guests or the experience of our guests.

My takeaway:

I agree with Zack on the planning aspect. It has been quite shocking to me these past few months, especially, how numerous Resorts and Boutique Hotels are scrambling so frantically, and even seem quite perplexed. Many of them are not only understaffed, but they did not plan ahead. Hence, they are in a rush for products, in many product categories.

In general, production times are longer, and raw materials are taking longer to arrive from overseas, so for those who did not see this coming, and prepare... it is really hard to deal with on many levels. There are also pricing increases for many product categories, and this is the reality of things. Working with someone like Zack who understands vendors, products, supply chains, timelines and lead times; along with being able to forecast and plan is quite rare in the hospitality industry these days, unfortunately.

For those reading this, I hope they have learned a bit about looking forward, projecting, and forecasting for product needs. Zack is a true leader, as leaders are always thinking ahead, planning, and being realistic; while remaining hopeful.

#planning

#supplychains

Me: Now that people are indeed traveling, and this past year is behind us, with many lessons learned, and many challenges hopefully met, faced, and solved; what is one of the lessons that you would like to share about now moving forward?

Zack: The importance of being flexible. I try and plan out four months ahead, so that there is no stress. I understand that many of the ports are jammed, and many raw materials are not available. I understand the 'ripple effect' of things. I stay ahead, so I do not end up being in a tough spot. Those who do not plan are stressed, and those who can not be flexible are also stressed.

In times like these, especially, flexibility is of the utmost importance.

My takeaway:

Being flexible is one of the many "secrets" in life.

"The green reed which bends in the wind is stronger than the mighty oak which breaks in a storm." - Confucius

The balance is to be flexible, while also planning. Zack seems to have mastered this art. In my opinion, this is an art, and hopefully not a "lost art." We can learn a lot from leaders like Zack.

#flexibility

#planning

#leadershipisanart

Me: Let's talk a bit about the "burn out" that many are feeling after a very tough year, and these last few months, which have indeed added more stress and work overload for many. Thoughts? Advice?

Zack: With many spread so thin, along with the work volume and stress, many are indeed burning out. For these locations, they need to bring in more support and also follow through with support. When many are only bringing back 25 of 50 employees, it is not realistic to continue to cut labor, and cut money. Support to get the job done should be the priority. One person doing the work of four people, or more, is not sustainable. Unfortunately. when individuals are stretched this thin, they can not provide the same level of service they want to, and desire to for the guests.

I put a lot of extra energy into my team. I also remind those that I work with as to why they got into the industry and why they loved the industry before all this. I ask them why they were passionate about the industry to help them bring back their fire and love for this industry. Uptraining, and cross training are also important. I put my trust in my team, and put forth the effort to train staff. I try to address issues before they get to a level that they should not be at. Trusting the team is paramount, and also coming up with solutions.

Finding answers and bringing stuff up to managers is important. Streamlining solutions, proposing ideas, and collaborating with teams is vital. Also listening, and hearing ideas. With the right type of management, there is a sharing of ideas. Many managers do not do some/many of the 'daily tasks' others are struggling with, and may not know or be aware of any issues. Once they are aware, it is easier to fix 'problems.'

Being proactive, solving problems, looking for solutions, and working well together.

My takeaway:

I think Zack is spot on. Many times, we need to remind ourselves why we do what we do, and why we have made some of the choices we have made. Self awareness is always at the center. Zack is someone who is not only extremely self aware, but is also great at helping others be more aware of themselves, their choices, and their environments. On many levels, I think we all need to reflect upon the areas in our lives that are sustainable, and not sustainable.

#burnout

#selfawareness

#leadership #choices

Me: Numerous "people-people" who have been in the hospitality industry many years, are leaving. Whether it is burn out, lack of team support, losing their passion for their work, etc.... whatever the reason, do you think our industry, in general, is not valuing its own people enough?

Zack: Well, everyone on the team needs to be proactive. If we have one 'rotten apple' – you know it can ruin the rest. Sometimes it is good to get the negative ones out. Ultimately, we do not want good people leaving, so it should not get to the point where someone is one last annoyance/disagreement/bad moment, away from quitting. This is one of the many reasons I try and create a friendly atmosphere, where others can enjoy and have some fun, at their work.

My takeaway:

Team work makes the dream work. Zack understands this on many levels. True leadership in action

#teamwork

#trueleadership

Me: Well Zack, as you know, you are one of my favorite people in the industry and a true leader no doubt. One last question, do you have a favorite quote/quotes that you tend to live by? Reflect upon?

Zack: Yes, I do have a favorite one-it is from Simon Sinek. I like to strive to be a leader. There are lots of managers, and very few leaders, as you know.

Simon talks about the difference between managers and leader: ' True leadership starts with distinguishing between being in charge versus taking care of those in our charge'..

#bettertogether

#trueleaders

#leadership

#simonsinek

Me: I want to thank Zack for this interview. It is always so refreshing to speak with someone who is a true leader, and walks their talk. I am so grateful that Zack took the time out of his day to chat with me. He has been a very strong example to me of how grace, knowledge, experience, kindness, humbleness, as well as attitude, optimism, and sense of humor can indeed be consistently lived fully throughout our day, even in challenging times. It is people such as Zack, that also help me to stay grounded in my belief that "all is good" despite many of the circumstances that come rearing up throughout my day.

If you want to learn more about Four Seasons Philadelphia at Comcast Center - check out

https://www.fourseasons.com/philadelphia/

#fourseasons

#fourseasonsphiladelphia