Hospitality Current

Zack Moghaddam

A True Support to Many!

Since so many have left the hospitality industry, I felt compelled to repost one of my favorite interviews from a past blog series. Zack is a true support, rock, and encourager to many (including me).

Hopefully the perspectives and insights shared, can assist others, who currently remain in a quite "challenging" industry.

www.visionpassionfaith.com/post/hospitality-hero-1

Concepts/ Tools Shared:

• One Day at a Time;

• Being a Good Steward;

• How a Man's (Woman's) Gift Makes Room for Him/Her;

• Human Warmth & Compassion.

I do hope this repost is beneficial to someone.

#onedayatatime

#beingagoodsteward

#giftofencouragement

#truesupport

#leadership

#encourager

#hospitalitycurrent

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

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