Kip Plowman, CPA’s Post

I just finished "The New Gold Standard" by Joseph Michelli, Ph.D. and it's a worthwhile journey into The Ritz-Carlton Hotel Company, L.L.C. by Marriott International guest service ethos. What stands out is the grounded approach — real stories and practical tips. Michelli unveils the inner workings of The Ritz-Carlton, offering a blueprint for organizations looking to elevate their guest experience. The anecdotes humanize the strategies, making it relatable and applicable. I recommend this book to anyone in the hospitality industry or those keen on refining their service skills. It's not just about luxury; it's about the fundamentals that create a memorable guest journey. Whether you're a business leader, manager, or simply interested in excellent service, "The New Gold Standard" deserves a spot on your reading list.

MARRIOTT 6TH HUNGER STRIKE: DAY 333 "Marriott - On Feb 10, 2023 Craig S Smith, Group President, International Of Marriott Informed Marriott That He Has Decided To Retire Effective Feb 24, 2023" (Press announcement). Smith's decision came just days after my own submission to the US SEC At Marriott since 1988, Smith was most recently Group President International, in charge of Asia Pacific, Europe, Middle East & Africa and Caribbean & Latin America regions An avid user of social media he promoted "knowledge sharing". His articles covered self-improvement, listening skills and leadership issues. Viewing himself as a diplomat within hospitality he referred to the "grace and empathy" of diplomacy In "How to Succeed" he discussed the 2% rule - how to treat hostile guests with the same respect shown to the other 98%, the "good people... Any time someone [complains] I assume they’re telling the truth and I give them the benefit of the doubt. I’d rather be wrong and kind, even towards the 2%". [As a member of the 2% Club, this was not my experience; treated with contempt, Smith even accused me of being "an extortionist"] In fact, he is a ruthless operator, deceitful, corrupt, totally lacking in "grace and empathy". A denialist and self-promoter, he did not take kindly to criticism, challenge or being held accountable Smith's 'route to success' has not always been smooth. For example, he oversaw the China/Taiwan gaffe, mismanaged Starwood/Marriott merger processes in APAC, and was a key player in the St Regis Bangkok cover-up. Sometimes others have had to pay the price for his ineptitude In late 2019 (after my meeting with CEO Arne Sorenson who admitted there were issues to confront) Smith demanded to see all evidence of Marriott culpability relating to merger infractions and the St Regis Bangkok scandal. The documentation was presented during a meeting at London Marriott Hotel County Hall; Smith, heavily implicated himself, then refused to review any of it It was inevitable that the past would eventually catch up with Craig S Smith; he now joins the ever growing list of sudden "retirements" and "resignations" (usually hush-hush, enacted with minimal publicity) by people closely associated with the Starwood merger and St Regis cover-ups Well, one year on, maybe the retirement life became too dull for this "knowledge sharer". Or it's possible he thinks peoples' memories are short and, having escaped sanction, it's time to resume 'hospitality diplomacy'. Whatever the reasons, Smith's rebirth is not good news for the employees and guests of Aimbridge John Shepherd (Marriott, Minor, EY victim) #aimbridgehospitality #marriott #marriottinternational #marriottbonvoy #corruption #hotelindustry

Love these quotes: “We are in the talent and relationship business; we just happen to manage hotels.” “When people come to your house, you’re connecting with them, not transacting with them.” More great quotes and insights from industry leaders below….

Yes and yes. The power of “&” A great leader can create a happy culture & a high performing culture. As Charles Oswald states: one leads to the other. Great CEOs pay attention to culture. My former client, Sergio Resendiz, often talked about the well being of his workforce. And they were high performing too! #leadership #wellbeing #growthmindset #happiness #performance #culture #ceocoach

“The path to success is paved with mistakes well handled” - Danny Meyer. The biggest mistakes can be the biggest opportunities, if you simply choose to shift your perspective. Introducing the next edition of Unreasonable Hospitality out in the World, this one submitted by Sarah Krathen of New York, New York. 🍺🍍🌎 #unreasonablehospitality

Quote of the Day: Although every organization wants an effective staff, the hospitality organization depends almost completely upon its personnel to deliver the high- quality guest experience.  Robert C. Ford, Managing Hospitality Organizations Does your organization deliver on this promise daily? Are you encouraging your teams to not only "walk the walk" but to do so with compassion, integrity and adding value? Take a moment and do some self-reflection and this will guide your actions and choices............

The true definition of success is the constant pursuit of perfection…. Be humble in that pursuit.

Weathering the Storm: Real-World Leadership and Efficiency Solutions for Hotel Success Running a hotel is a dynamic journey, filled with ever-changing guest demands, staffing challenges, and unexpected disruptions. Dive into our latest journal article where we explore how effective leadership, streamlined operations, and proactive problem-solving can steer your hotel towards profitability and guest satisfaction. Discover insights and real-world case studies, including the empowering strategies of The Ritz-Carlton, the technological innovations of Marriott International, and the crisis management of The Westin during Hurricane Katrina. Learn how BS Management (BSM) Monaco can help you cultivate a passionate team, optimize your operations, and anticipate challenges to ensure your hotel's success. Read the full article: https://lnkd.in/dmKg5hJw Ready to elevate your hospitality game? Explore our services and discover how we can partner with you for lasting success. Follow us for more industry insights and stay tuned for our upcoming series featuring preferred restaurants. #HospitalityExcellence #BSM #BSManagement #HotelManagement #Leadership #Efficiency #ProblemSolving #BSMMonaco #HospitalityInsights

#ValueOfIntegrity. The Power of Integrity in the Hospitality Industry. Someone in the hospitality industry said that "Excellence is established in the pursuit of integrity." Without a doubt, leadership will change to a leadership of positive results and make the brand strong only if and when we hoteliers prioritize integrity, we establish a guest-centric culture that not only attracts repeat visitors but also creates brand advocates. Trust, loyalty and reliability in the hospitality industry are built on these principles. As hoteliers check into the future, the Integrity Approach offers a roadmap to not only achieving financial success but also ensuring a legacy of excellence in guest experiences. In a world where travelers seek authentic and ethical interactions, integrity is not a luxury; it's a necessity. Embracing this transformation and putting integrity at the heart of hotel leadership is the key to thriving in the evolving landscape of hospitality. This is so important, let's put it into practice.

Interesting statistic from the JLL’s bi-annual Capital Market Collective conference when inflation adjusting global capital market volumes. In 2009, we assumed the worst, in 2023 it was assumed we would find opportunities in an interest rate environment at a two decade high, impacting the cost of debt and therefore higher cost equity, insurance escalations and rate cuts right around the corner…. Now here we are in mid-2024 with insurance resembling normal growth (market specific), rates already cut in several larger GDP economies or signaling rate cuts this summer and plenty of equity ready to be deployed. If waiting for the perfect time to deploy capital and looking at a 5-7 year hold, look at the years proceding 2009….