After all of the travel for May I just had to slow things down a bit for the summer, but my travels still brought me to a number of very interesting places.  One of the most memorable was yet another visit to train the reservations sales team at Hershey, PA.  It is hard to believe that I’ve now been conducting training there on and off for 10+ years now.  As always it was great to see some of their reservations sales superstars, some of whom have been there longer than I’ve been training. Yet it was just as good to meet those who had just started at the Hershey foundation’s hotel group’s call center.  In fact one of my four groups was comprised mostly of agents who had only started days before, and I’m sure some of them will make Hershey a career which by the way is a great choice from my view!  Here’s a picture of me with my groups that day:

                

          

I have to admit the best part was that this time I also got to see my client friend Angie Meyers, who is now their Director of Central Reservations, and Ken Geesaman, their Director of Revenue Management.  Both were out of town last year so I missed them, but thanks to the timing of the HiTech conference they were around.  I was very happy that they made time to join may main contact Michelle Fisher and I for dinner that evening.  I remember Angie was a frontline reservations agent when I started training there, and she is now doing such an incredible job leading the entire operation!  I also remember Ken a decade ago when he was just transitioning from a long career in hotel operations into the role of Director of Revenue Management for both hotels, which at the time was a new position.  It is incredible to see how far they have both come in their careers.  Understanding what a uniquely altruistic and non-profit operation Hershey Hotels and Hershey Entertainment are a part of, it’s even more rewarding to see the value they have each brought to their organizations.  Too bad we didn’t have the camera for dinner that evening to include Ken, but I’m thankful that I did get the following picture with Angie Meyers, Director of Central Reservations (left) and Michelle Fisher, Training Manager (right).

                                   

This summer’s travels also brought me back to Omaha, NE, for the first time in 5 years.  This visit was for a very special and I must say somewhat “out of the box” training engagement for me.  Although I’ve spent the better part of two decades training in the hotel & lodging industry, I’ve sometimes taken on special projects, yet this was the very first time ever I have been contracted exclusively to train a group of volunteer participants!  Honestly I didn’t know what to expect, especially since it was the first time they had held such an event, but I was sure it would be an adventure I thought.  Based on the enthusiasm of my client contacts, Kathy and Lindsey, I had a feeling it would be a fun day, but what an unexpectedly delightful day it turned out to be! 

The project was to present my hospitality training programs for this audience of volunteer ambassadors who work as greeters at information desks at the airport, convention center, and welcome center.  It was an honor to work with this group and they were highly interactive and very fun, but the best part was hearing their stories of rescuing stranded travelers and visitors in such personalized ways.  Here is a picture of me with each of the two groups that day, including my new personal hero Herman, pictured with me in the first photo, who is in his late 80’s and still carrying shifts:

                                   

                                   

After the training Kathy and Lindsey took me out for a very nice dinner nearby and some great conversation that was a nice alternative to my usual routine of room service and e-mails.  Kathy also had some wonderful stories about famous movies filmed in the Omaha region, which is part of her other job.  Here is a picture of me with Kathy Rocco, Director of Visitor Services and Film Commissioner, and Lindsey Creath, Director of Convention Services: 

                                 

Notice the picture in the background of J.W. Marriott Senior and Bill Marriott.  It is the same picture I looked at in our lobby in my first job as a bellman at the Lexington Marriott at Griffin Gate.  I could remember seeing the Omaha Marriott in the directory back when there were only 125 Marriott hotels and when Courtyard, Fairfield, and Residence Inns were yet to be dreamed of.  This hotel was built in the same circa as my first hotel and so I felt at home.  How interesting it was when I looked out the window to see some motorcade, which after seeing all of the security officers in the lobby and watching the news later figured out was for Senator John McCain, who was in Omaha campaigning at that time.  It was interesting to share the hotel with his entourage that evening, including journalists, advisors, and handlers, and to see them in all action the next morning lining up for security check and departure right outside our meeting room.  The hotel staff did a great job in accommodating, and I was very impressed with the organization of Senator McCain's entourage.