Great Hotel Brands

With Luis Tello

Following is my interview with Luis Tello, Assistant Director of Purchasing, The Beverly Hills Hotel and Bungalows and Hotel Bel-Air. Hope you enjoy!

Me: So you know in my last series, "Hospitality Heroes," I interviewed Veronica (Hotel Bel Air Boutique Clerk), who is such a pleasure to work with. You also were so kind to offer a great quote which I included in the main piece of that series. This last year and a half has been quite challenging for those in the hospitality arena as you know, and many have come out of this last year stronger, and learned a lot. What do you think are the most important things you have learned through all this so far?

Luis: I think patience. So much of what has gone on, and continues to go on is out of our control. What is in our control? Obviously we need to know patience, and to not stress about certain things. Understanding that things come up that are out of our control, and I control what I can and what I can't is really out of my hands. Each day is a blessing, and I am grateful first. At any moment, things can change. Gratitude is very important. This past year has made a lot of people better, and a lot of us are coming out better people.

My Takeaway:

Patience and gratitude! Also, letting go and surrendering are key takeaways, especially from this past year.

#patience

#gratitude

#bestrong

#bettertogether

#gratitude

#patience

#lettinggo

#surrender

Me: In my opinion, Dorchester Collection, is one of the best brands. I know that so many employees stay for so many years and there is loyalty, as well as longevity. I think this speaks volumes to the management, leadership, and also work culture at Dorchester.

Luis: Yes, indeed. There are over fifty people who are part of the Quarter Century Club. Another forty team members are here more than twenty. I've been here thirteen plus years.

Me: Yes, I think Arnel Ramirez who you work with, has been there a long time right? He is an awesome guy too!

Luis: Arnel is part of the Quarter Century Club, and has been here since the renovation in 1996. Without a doubt the work culture is great and the company is terrific to work for. This does indeed play a huge part in the retention of employees such as myself, Arnel, and many others. The longevity and the environment here is also great for our guests.

My Takeaway:

Great leaders, and great brands inspire and create loyalty, longevity among their people. This also creates loyalty, longevity among guests.

#longevity

#workculture

#corporateculture

#bettertogether

#corporateresponsibility

#leadership

Me: There is a quote on your website from Denise Flanders, who is the General Manager of Hotel Bel Air. She says "the emotional attachment that some have for Hotel Bel Air is so very special." I was so intrigued by this, as I feel emotions and emotional connections are extremely important in business. Working with many of the individuals at your hotel brand since the early 2000s, I know building, establishing and maintaining connections are important to your brand. Thoughts about this quote?

Luis: We genuinely care about people and understand the importance of emotional connections. Every person is different, and appreciates different things. It is the emotional connection that drives people to come back, and we build connections from an emotional level. We have many locals that come just for dinner, or for a night, and we respect the community and the community respects us. I believe we all do a great job here, in how we treat and service our guests, so they keep coming back.

My Takeaway:

Actions speak way louder than words. I still remember Regina Davis, who worked in the boutique at The Beverly Hills Hotel and Bungalows, who wrote me a handwritten thank you note on their pink and white striped stationery, back in 2005/6. To this day, I remember the impression that it made on me. I mentioned this to Luis during our interview, as he worked with Regina, and is familiar with that pink and white stationery. True connection, appreciation, and caring, will always be evident and felt on a deep level. This is why i believe that robots will never replace human connections!

#actionspeaklouderthanwords

#connection

#emotionalconnection

#appreciation

#caring

#environmentsthatfosterconnection

#norobots

#peoplepeople

Me: Knowing that we are all doing our best to navigate these times, and with almost everyone in our industry spread so thin, how do you prioritize your workload each day? Do you have a daily to do list? weekly calendar? monthly?

Luis: At the end of the day, I send an email to myself. I set it up as a draft, and I add to it during the day. I put on there the things that are still pending, any new projects that come in that I need to follow up on. Things that I did not get to, I set reminders for myself. I also recap what I took care of and what needs to get done. What is pending, done, what is urgent, etc...

My Takeaway:

Priorities are important and staying in the day. One day at a time works well for me, and I think what Luis does to manage his work load is a great and empowering practice. This way, one gets to review, and acknowledge what did get done, and what moves into the next day/future. Unreasonable expectations we may put on ourselves, or others' unreasonable expectations projected upon us, does not serve anyone well. Daily progress and process!

#dailyprogress

#onedayatatime

#workyourland

#breathe

#stayintheday

#enjoytheprocess

#embracetheprocess

Me: As you know, there are many delays with production, and all that is involved with that. I know your property does appreciate USA made products, and I think more and more are understanding the benefits of buying made in the USA. Thoughts on this?

Luis: Yes, with all the delays getting products from overseas, with freight, shortages, etc... I think buying USA is a better way to go about business. I think there is a shift over to USA/ locally made. In general, I believe people are starting to care more about where products are made, whereas in the past many looked at what is cheaper. Even with our food, we have been looking for more options, more local farmers markets, supporting local breweries, etc...

My Takeaway:

Supporting USA made and locally made/grown is hopefully a trend with many, that will continue.

#USAmade

#locallymade

#buylocal

#buyUSA

#madeintheUSA

Me: As you probably know from many of my other interviews, I love nature. Big fan of art and nature. Tell me a bit about your swan pond.

Luis: Yes, our historic swan lake. We have three swans in there. A majestic walk across the bridge and it transforms our guests beyond Los Angeles. Our plush gardens really help to make our guests feel like they are on a real get away, away from city life.

My Takeaway:

Along with the historic swan lake, Hotel Bel-Air has twelve acres of tropical gardens, 483 specimen trees, more than four thousand plants. One of my favorite Ralph Waldo Emerson quotes: "Accept the pace of nature – her secret is patience."

#ralphwaldoemerson

#patience

#flow

#nature

#simplicity

#beauty

I want to thank Luis for his time, as I truly enjoyed this interview. Luis is a joy, and a true professional! What an asset to the Dorchester brand!

Hotel Bel-Air is celebrating its 75th year anniversary this month August.

For more information on The Beverly Hills Hotel and Bungalows and Hotel Bel-Air, visit:

www.dorchestercollection.com/en/los-angeles/the-beverly-hills-hotel/legendary-bungalows/

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