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

Ryan Shulman

My third spin off interview of my "Hospitality Heroes" piece, is with Ryan Shulman, who is Spa Director and Director of Healing Arts at Bishops Lodge, an Auberge Resort, in Santa Fe, New Mexico.

Ryan made such an impression on me the first time that we spoke, I knew he was someone very special and someone who offered the hospitality industry something incredibly unique and refreshingly professional and authentic. Ryan is a true leader. The industry is very blessed to have him working and sharing his amazing and warm personality and perspectives.

I 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 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?

Ryan: Adaptability. I have always been adaptable as a person, whether it is different changes in a work organization, or for me personally. This last year was a bit unique, in that I had to fall into a groove and adapt to something the whole world was going through. At times, and in the moment, it may have seemed like things would not be ok.... but I knew it would be.

In the beginning, we were kinda all 'scared' together. My leader helped me and motivated me to not fear, and this helped me, and empowered me to be strong. I wanted my team to see strength and true leadership in me. Fear is never a good motivator, and does not inspire. True leaders generate loyalty, and this is how great teams thrive.

My takeaway:

Ryan clearly stepped up to the plate as a solid leader. Whoever has the privilege of working with Ryan, sees his amazing talent as a leader, and his gifts of compassion, joy, hope, as well as being truly heart centered.

#nofear

#leadersinspire

#heartcentered

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

Ryan: Moving forward, my lessons may be a bit 'different', but they are still pertinent and exciting. I am in a very unique position, as I am now working at a brand new place, and I am starting basically from scratch. We are offering in room services for now, and this transition came at a time when I get a totally 'fresh start.' In a way, it has allowed me to 'shake off' this last year or so, and have a totally new start and a new adventure.

I loved where I was at (Four Seasons Santa Fe), and this opportunity opened up, and I took it. I believe that now, more than ever, people are wanting to get healthy, and experience wellness and healing.

My takeaway:

Wellness and healing are at the top of the list for many, now more than ever.

#wellness

#healing

Me: I know you loved where you were at previously (Four Seasons Santa Fe), and you are now at another property that you love as well. Many who love this industry are sticking with it, and some are also thriving in many ways.

Let's talk a bit about all those who are leaving the industry, do you think this is unfortunate (or fortunate). Thoughts?

Ryan: I think this time has given many more time to think, and many decided they did not want to come back to this industry.

Me: For me, speaking with so many people this past year, and hearing where people were "at" with their jobs, it definitely was a lot for many. Clients shared so much with me, I do question if they did not have managers, or leadership at their workplace, that they could share these types of things with.

You touched on wellness and healing, and I do think "workplace wellness" is something very few chat about. With so many hours spent at work, I do believe work should be a place of "wellness" also.

Thoughts on workplace wellness?

Ryan: It is important to create and maintain an environment at work, where people can communicate with their managers and leaders. If someone is not able to have a balanced life, they may have to evaluate what they are doing, and with whom they are doing it, and where.

Working seven days a week, and not taking days off, is not sustainable. Many neglect to talk to leadership.

Communicating to those who support them, is what they are there for. If there is not this environment, then some may indeed need to look at other opportunities, and find work environments that are supportive of who they are, and what they desire in terms of workplace wellness.

My takeaway:

I agree with Ryan on all points. I think workplace wellness is not at the forefront of many conversations at the board rooms of some/many organizations.

#workplacewellness

#goodleadership

Me: Do you think many do not speak up at their jobs, as possibly they tried before and they were met with "shame." Told to "be tougher;" "be stronger;" etc.... like there is something "wrong" with feeling unsupported and overworked? Again, the "robot" culture way of trying to infest great human beings, who have enormous innate potentials, into mere objects and commodities.

Ryan: Unfortunately, some team members may keep things inside as they do not want to 'rock the boat.' It is my priority as a leader, to allow space for my team to give feedback. Good leaders value others' perspectives. Good leaders allow space for receptive feedback. Maybe some processes are not working, so it is productive to have open dialogue and space for ideas. Once someone is in a toxic work culture, it is harder to see their way out of it, in many ways, one can not sacrifice boundaries, and people need to find their way to a middle ground that is sustainable for them personally. When the energy is not right, one needs to find a place where it is right.

Some people want to work in a toxic environment. There are plenty of masochists. They may feel stuck and do not see any other way to do it.

One must remember we all have the ability to choose. With my hard work, and my efforts, I also get to choose a life of wellness and balance. For those who are in sales, business owners, etc.... they also get to choose. They can decide who they work with and who they serve. My wife talks a lot about the power of consumerism. How we spend our money is a choice. The types of people we choose to do business with is also a choice. We get to choose how we best focus on the people and causes, that we most care about.

My takeaway:

I agree with Ryan, that good leaders definitely value others' perspectives, and allow space for receptive feedback. In my previous interview, the topic of managers versus leaders came up. Good leaders lead, and create work environments where people can thrive, and be themselves. Sometimes, as Ryan suggested, once someone is in a toxic work culture, they may have a harder time seeing their way out of it. This could be one of the good things that came from this past year. People became more aware of their roles and positions, and how they are treated in their workplaces.

Many are thriving, and learning and growing through these times, and building better teams. This is a great takeaway.

Ryan touched on the "power of consumerism." More and more people thankfully, are paying attention to where products are made, how they are made, and how are they contributing to the greater good. Whether it is USA made products, or products that are sustainable; or whether it is companies that use simple and ethical supply chains in the manufacturing of their products.... this is also a great takeaway, as to the power of choice in action for the good.

#madeinUSA

#consciousconsumerism

#toxicworkculture

#goodleaders

#goodleadership

#choices

Me: Finally, do you have one quote, or a couple favorite quotes, that you tend to live by, and refer to on a regular basis?

Ryan: I live with the idea of 'surrendering to the flow'. One can swim upstream but it is not worth fighting against the current. When one keeps trying something, and it is not working, one needs to look at the signs. There is definitely a path that makes sense, and the universe will push you in that direction, if one is paying attention, and receptive to the flow.

Me: I am all about the flow. I know when I am in the flow and when I am out of the flow. This is one of the reasons, I think surfers have such wisdom. They go through life with the energy of flow. They intuitively know when they are in the flow, and are great at getting back in flow, if they step out of it. I am not a surfer, per se, but I have always been drawn to the water, and surfers; hence so much time living in Southern CA. Nature holds many secrets, and if we would spend more time in nature, we may be better off as a society, in my opinion.

Ryan: I am a white water rafting guy, so I understand what you are saying about 'water people'. Some of the lessons I learned being on the water I do indeed take into life. I agree about the nature thing. Nature definitely keeps me grounded. People are spending too much time on their computers, and the 'computer world' is not really real. It does have an impact on how people view life, and can change a person's way of thinking since marketing, ads, etc... are all funneled to all who are looking.

Where are our roots, and where do we come from. Spending time in nature, we can ponder some of life's big questions. Looking at a bird on a tree chirping, the bird chirping on the tree is real. There is nothing being 'funneled' to our experience and awareness of the bird in the tree.

My takeaway:

Those who love nature, and love the water, probably understand this section on a deeper level. Whether like Ryan, who white water rafts, or someone who surfs, kitesurfs, swims, etc.... The water energy is vibrant, and special. Many who have a lot of the water element in their birth charts, also have a deep affinity to the wisdom, and awe of the water and know intuitively it holds much of life's keys to being and thriving in the flow of life.

Great insight about the bird on the tree..... Ryan is no doubt a very deep thinker, and has much wisdom to share.

#flow

#nature

#wisdom

I want to thank Ryan for this amazing time spent. It was a joy and fun, and it is my hope that someone else, or many others, can learn or embrace something in this interview that resonates with them.

For more information on Bishops Lodge, please visit:

aubergeresorts.com/bishopslodge/

#aubergeresorts

#bishopslodge

Wellness for Real, Part Four of Series

With Rich Case My fourth interview in my "Wellness for Real" series, is with Rich Case . He is one of the most compassionate, centered, mindful, as well as truly kind individuals that I am blessed to know. He lives his life by example. His actions speak loud, and his words are always filled with wisdom and empathy. We are both huge Jewel fans, and this seems to have been the thread from which we have built a wonderful friendship. Hope you enjoy! Me: So, I usually start off with this question- Do you have your own definition of "wellness" that you can share? Before that though, I know today is your Anniversary- Happy Anniversary. Rich: Well, thank you for that. My own definition of wellness- I think I am still coming to my own conclusion. One of the books I am in the process of re-reading is Radical Forgiveness by Colin Tipping. This book seems even more meaningful today than when I bought the book back in 2008/ 2009. I was facilitating a group, and there was a gentleman in the group who mentioned this book. What I really enjoy is that a lot of these things speak differently to me, than when I originally read it. My takeaway:

Many times I find when reading a book, if I read it again years later, there are indeed things that speak differently to me as well. Possibly we are at different "stages" in our development, and also have experienced other things in between the times we read and re-read, where we have developed some different perspectives. This book, Radical Forgiveness, that Rich mentions is definitely on my "book list." Thank you Rich! #radicalforgiveness #perspective #wisdom #colintipping

Rich: I have also been blessed to meet some of the folks whose books I have also read. One of which is Father Joseph Martin who is famous for the film- Chalk Talk, about alcoholism and recovery. Later, I would have the chance to meet John Bradshaw who had a number of series on PBS on recovery and inner child work. I was also fortunate to meet Earnie Larson, who wrote a book- Stage Two Recovery. Here I learned the principle of : "What we live with we learn, what we learn we practice, what we practice we become, and what we become has consequences". And these consequences can be positive or negative. So, my "wellness" definition, would ultimately be learning who we are and what our purpose is. Over the years, I have found out more and more about authenticity and what my purpose in life may still be, and I am comfortable with this. My takeaway:

Some very profound insights that Rich shares. Authenticity and purpose are always areas that are worth chatting about! As Socrates said : “to know thyself is the beginning of wisdom.” I think on many levels we are all in "recovery" for something. Inner child work is always something precious, if we allow ourselves to do the deep work, and embrace the process. On the other side, does come many layers of healing. What Rich mentions about what we live with we learn.... much truth. Ultimately what we become does indeed have consequences. Many times, we are on a road to becoming who we really are not- this is where consciousness, as well as deep healing at the core can be transformational. Rich's definition of "wellness" is probably one of the best definitions, in my opinion. To learn who one is at the core, this is the journey. When we do this, we can then uncover our purpose. As Ralph Waldo Emerson said (he has been one of my favorites since I was a little girl) - "to be yourself in a world that is constantly trying to make you something else is the greatest accomplishment". #socrates #emerson #ralphwaldoemerson #authenticity #purpose Me: So I think we all may have a similar purpose- which is helping others. The more authentic we become and the more we live from the core of who we are, and thus express ourselves in our own unique and creative ways, we are helping others do the same. Helping others be their true selves. Thoughts? Rich: Yes, when I help others, I, in turn, help myself. Pieces of you are pieces of me. As I listen to others I find pieces of me. Thus, more healing for me My takeaway:

Some deep truth- "pieces of you are pieces of me" #healing #authenticity #betruetoyouself Me: You are definately someone who "walks their talk". You share personal experiences, as well as insights. You are one of the most compassionate listeners that I know. This coupled with the fact that you are not one who is in any type of "interrogator" energy. This I find to be rare, as I believe we live in a society that is filled with much judgment, and condemnation. Others can be our biggest "hindrance" to moving forward and being happy. Many times, people ask a lot of questions, and put others on the defensive as to how they are feeling, and/ or what their perspectives are. We are all entitled to our own feelings, as well as thoughts and perspectives. Practicing non-judgment of others is key and instrumental to truly assisting another with their own soul's growth and evolution. I would think that you have been instrumental in much of many people's growth and transformation? thoughts? Rich: Back when I was a family therapist. I worked with family members as well as addicts and alcoholics. In 1978 I went to my first Al Anon Meeting, and they talked about "just for today." Can I do these things every day? Some days one can be good at some; other days maybe only do one or two of them. Some days one is attuned and some days not. It is almost like a bio rhythm. I try and stay in my own rhythm. When moderating/ facilitating domestic violence or anger management, I would often use some of the things I learned in Earnie Larson's book Stage Two Recovery. Though the facilitator and myself had different backgrounds, ( she was an RN who worked on the medical side) - while doing the counseling/ therapy work, one of first things we tried to get across to people sent by the courts, was that we were not there to punish, but to help them see that what they were doing was not working well, and we offered some alternative. Alternatives that may work better. We only had two " repeat customers" in the six years. The idea was for them to get to know who they are, and one of the things they learned was they are not their behavior, but they are responsible for it. One of the things that happens... we do one or two things in life, and have a lot of shame. But we should not be characterized by that. People need to be responsible, but also understand that they are not that behavior. They are more than that behavior. Jewel talks about this a lot- we are not our behaviors and not our thoughts and not our emotions. We may be having thoughts and emotions, but we do not have to act on them. Most important, we are more than our behaviors, feelings, and thoughts. My takeaway:

Having others who can reflect back to us, who we truly are, is invaluable. "Seeking wise counsel" ( what I call it)- is always not only wise but essential. Questions I like to ask myself : is what I am listening to and who I am communicating with - is this authentically speaking to who I am? Taking one day at a time, always works well for me, and knowing I am doing my best. I know my rhythm, and as Rich says, so eloquently, some days we are better and more attuned at staying in our flow and "bio rhythm". I think it is important to not allow others rhythms to "dictate" how we need to navigate our own day. I love what Rich shared about his working with the RN in the therapy/ counseling work. Powerful insights and much kudos on only having two 'repeat customers" in six years. #rhythm #flow #wisecounsel #intheflow #discernment #justfortoday Me: Let's talk for a moment about "choices" and options. Sometimes we forget that we have the power of choice. One of the few freedoms we still have. Many are not consciously choosing. While others are very conscious. When making a decision, how do you make decisions that are coming from a clear and pure center? Rich: It is always important that I realize that I have choices and don’t need to jump the train track based on others decisions, actions, or words and emotional state. I find that it is a new freedom that I didn’t realize that I always had. How wonderful it is to learn that however long we have been alive, we can always learn more about ourselves. My takeaway:

Always powerful to know we are always 'at choice". When there is intention, deep alignment, and consciousness- we "decide" better. Decisions that come from a centered place are usually the ones that bring peace. #choices #powerofchoice #powerofintention Me: This brings me to the term that you have used before: "enlightened self interest". I never heard this term before, and it is a "good one"! What does this mean for you? Rich: I have to keep remembering that I am powerless over a number of things, and that I also have choices or options. One of the things I am powerless over is other peoples’ choices and behaviors. It is important for me to recognize my "enlightened self-interest". That is to say what is healthiest for me. Selection of this often includes consultation with my Higher Power and soul. Being an observer of others' choices and behaviors doesn’t mean that I am forced to be involved. If I see a whirling dervish it doesn’t mean I have to join the chaos. In addition, sometimes "enlightened self interest" will involve projects that would be healthier for me to do, to benefit the group. I am one of many. If I develop new behaviors will this also benefit others, as well as myself. My takeaway:

Love this! Much wisdom in this! #enlightenedselfinterest #choices #powerlessness Me: You mentioned Jewel in a previous question, and you and I are huge fans! . She talks a lot about nature versus nurture. I believe that she is a true example of a " phoenix rising". And, most importantly, she leads by example. As a young girl, I wrote poetry, played concert piano, and was gifted in art. So much of her creativity and self expression resonates with me on a very deep level, that most do not understand. She is spectacular in being raw, real, honest, and true to herself- especially in putting pen to paper for her songs/ poetry. She is also very vocal about the fact that her "goal" is to be a whole happy person first and musician second. Why do you think Jewel, her story, her lyrics, and her life resonate so much with people like us. Do you think it is primarily because we all want to rise from the ashes of our own personal stories to triumph and be examples for others that they can do the same? And secondly, are we not all trying to find true happiness in our own unique journeys? Rich: Jewel talks a lot about the importance of forgiveness and gratitude. "Hard Wood Grows Slowly". This is an important principle and takes a while before it takes root in our lives. When we learn to not only forgive ourselves, and forgive others, we free up energies, and our creative force inside is unleashed. Thus, we continue to move forward, and not remain stuck in that area any longer. When I first got involved in recovery, someone shared about "walking up the down escalator". If we don't continue walking up, we end up at the bottom. The "escalator of recovery" is also just like the "escalator of joy".... Joy is not a destination but a journey. My takeaway:

Jewel talks a lot about the three pillars to change: transformation, transmutation, and transcendence. And "hard wood does grow slowly". As Rich mentions when we forgive ourselves, as well as others, we free up energy, and creativity can be unleashed. I believe we all want to be the "phoenix rising" in our own lives, and with this journey, we can embrace joy along the way. As Rich says, joy is indeed a journey. Continuing to "walk" up" the "down escalator" does take intention, and consciousness. Rich is a great example of someone who continues to take steps "up" and keeps moving forward. It is a true privilege and a true joy to know Rich, and I am grateful for this time we had to chat. #joy #gratitude #hardwoodgrowsslowly #jewel