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

Concierge – At Your Service

Featured Spotlight - Alexandra Yarborough

(Senior Concierge)

I met Alexandra many years ago at La Costa Resort in Carlsbad – now it is Omni La Costa. As I have been doing these interviews, I thought Alexandra would be a perfect fit for my series on workplace wholeness and workplace wellness.

As mentioned in some of my previous interviews, I want to shine a light on those who are positive, engaging, present, as well as “whole;” as they bring their unique perspectives to their work. In the times we are in, some in the hospitality industry can feel “pressured” and possibly “over worked,” but more so than not, most are super happy in their positions, and have excelled within the brands they work for. Not only that, they are appreciated and valued by their employers.

What is it about them as individuals? And what does it also say about the companies they work for that encourage and appreciate this kind of talent?

Our work is supposed to be a place where we can be ourselves, and whatever the “job” or “profession,” we can all be healers for one another by being truly present, and engaged
in how we interact with one another.

It is my hope that we can all learn and grow by engaging in meaningful conversations such as these that can benefit the whole.

My interview with Alexandra is below...


Me: How long have you been in the Hospitality/Spa arena?


Alexandra: I started with La Costa in June 2011, and now it is Omni, so I have been working at this location 7 years.

My take away:


I met Alexandra when the Resort was La Costa Resort, a KSL Resort, and even back then I knew she was someone special, and knew that she was going to thrive in the hospitality space. Hospitality is about people and service. Alexandra is defiantly a people person, who is not only heart centered and present in all that she does and says, but is also super organized and efficient. This blend makes for a spectacular fit for any team at a Resort.

#hospitality

#service

#being integrated at work

#workplace wholeness


Me: Did you have prior experience in concierge services before getting hired?

Alexandra: I had no prior experience. I went to a job fair here at La Costa and got a call back. I was interviewed, and then hired in a “seasonal” concierge position. Once the season was over, I was asked if I wanted to stay and they changed my position to full time concierge.

My take away:


Being a people person, does not involve any “prior experience” – it is the experience of demonstration. Those who genuinely love connecting with others have the ability to be present in another’s presence and are here to serve – there is no “training” for these skills. These are the best types of individuals for companies to hire, as these are the leaders and team players. One can lead and also be part of a winning team. Organizational details and specialized “tasks” can be taught. Thriving companies look for people like Alexandra.

#connection

#presence

#leaders

#team players

Me: I notice that the concierge interacts with every department. How have you been able to master this role?


Alexandra: I embrace the fact that I work as a team with other departments. My main point of contact is with the front office, bell stand, In room dining team, and IT.; but my role can be seen as a kind of liaison among all departments. I have been really good at connection and creating relationships and alliances with other key departments such as Sales, Marketing, Food and Beverage, and Accounting. I take the time to get to know the individuals in each department and love creating and building relationships.

My take away:


The value of relationships and connection is crucial – especially in the work environment. We spend so much of our time as well as our energy in our “jobs” or “positions” that if we are not connecting with others in our work environment, then this should be a call for concern. Those who take the time to work with those with whom they can connect with on both a personal and professional level, lead richer lives, and are generally more fulfilled and content in their work.

#workplace wholeness

#connection

#relationship building

Me: So do you have a favorite part of your job?


Alexandra: My favorite part is connecting with different departments to really shift the dynamics of work culture. When someone new comes on board, I make it a point to introduce myself, and maintain and build from there. I like to develop rapport with others.

My second favorite part of my job is service and creating an exceptional type of experience for each guest – whether it is in person or on the phone.

#work culture

#workplace wholeness

My take away:


As many industries are wanting their workers and employees to become more “robotic” and mechanic in their day to day responsibilities, it is great to know that there are those companies who value individual talents, gifts, and perspectives. The whole is about the sum of its parts... so those who embrace the uniqueness of its parts, make for a thriving work culture. It is awesome that Alexandra can bring her uniqueness, flair, and perspectives to her role, as she is definitely a key part of the overall team.

#workplace wholeness

#company culture

#uniqueness

Me: Since you interact with so many guests, do you ever have any “difficult” ones, and if so, how do you handle these guests?


Alexandra: Most of our guests are a joy and a delight! If there is a “difficult” guest, sometimes I will take a step away from my desk, and just breathe. I remind myself that people generally bring in who they are and where they are at in life. I also remind myself that they have chosen to be “delightful” or “difficult.” For the “difficult ones,” I see this as an opportunity to build my skill set, attitude, and character. I can not take their attitude personally. I can only do my best and maintain grace and poise serving them. I am really good at being gracious, diplomatic, and flexible.

My take away:


This can be a common theme of any job or position. While most people are wonderful to work with, there can be those that are “difficult.” Whether it is a one time interaction with a guest or client, or it is a pattern with someone we work with, it is best to remember to not take it “personal.” Alexandra’s way of handling tough situations is spot on, and we can all take this in.

Me: You do so much and have so many responsibilities, are you good at asking for help when you need to?


Alexandra: Yes, I do not have a problem with asking for help or advice. I ask for help when I really need it and I am also patient when others need it. I am really good at juggling things, in general, and am good at prioritizing and delegating. I realize that I can’t be the best in all areas.

My take away:

Many of us have so much on our plates and are pulled in so many directions, it is definitely a sign of strength to be able to ask for help or advice. We are all here to contribute our uniqueness and perspectives to all we do, so if others can add a perspective or lending hand, it is always wonderful as well as appreciated on multiple levels.

Me: Two part question: How are able to be so grounded and centered ? Do you have any daily “routines?”

Alexandra: One of the most important things in life is to let people know that I see them and acknowledge them. I let people know this in my actions. I am present with what I am doing, whether face to face or on the phone. I am able to give guests my full attention.

I am most recently starting “routines” around my high time and low time of energy. I am finding my algorithm. I start my day with prayer and time in God’s Word receiving instruction and strength from Him. For ten minutes or so, before work, I visualize what my day will look like, and I set my goals for the day (personal as well). I have a visual calendar as well as use Evernote, where I prioritize most important to least important for personal, work, and my music. I like to do a journal “mind spill.” This is when I write down all that is on my mind and release.

Also, I like to walk during my lunch breaks. The one thing in my routine that is non-negotiable is my Bible time in the morning. Being in the Word gives me peace of mind. Peace is the highest priority.

My take away:

The importance of daily rituals, and finding one’s own unique flow in maintaining one’s center point is imperative, especially in the times we are in!

#daily rituals

#free flow writing

#spiritual practice.

Me: We touched on your music briefly, so let’s chat a bit more about your music, as well as what some of your other passions and interests are.


Alexandra: I enjoy UFC fights as well as love to hang out with friends. I love to go for walks on the beach and I also love to explore brief excursion to learn more about my city. I enjoy time with family, and I love to do my music. I am a songwriter. I write all my own music and sing. My stage name is Lexy Luz (Luz means light in Spanish), and you can find my music on YouTube, iTunes, and Soundcloud.

My take away:

The ability to express oneself and touch others, whether writing, speaking, singing, or rapping – is a gift as well as an art. Alexandra is definitely creative, artistic, heart centered, and present in all she does. The consciousness she brings to her work, is the same consciousness she brings to everything else in her life!

#connection

#consciousness

#content same form different.

Me: What two words sum up 2018 so far for you?


Alexandra: “Keep your eyes on Jesus” – this sums up my faith. Keep eyes on God, whatever the circumstances. Through all of my experiences, my faith has deepened, and I am very aligned in my faith and trust in Christ Alone as my source. My faith in Him guides me and leads me to be all I can be to serve others.

#faith

#trust

My take away:

Alexandra is a true demonstration of walking her talk. Her actions, words, and deeds are aligned; and her core is one of beauty, grace, and divine radiance. The glow she has and the faith, joy, and trust she radiates is extremely spectacular!

I am so blessed and grateful for this interview. Being able to share and connect with someone like Alexandra is a treat, and it is wonderful to be able to connect on many levels. It is my hope that those reading this interview can take away something that may resonate with them and their own journey.

#authenticity

#divine alignment

#beauty

#grace

#deep gratitude

For more information on Alexandra and her music, visit:

https://www.youtube.com/watch?v=3mtZ7WRCTy0