This entry was posted on 11/30/2009 2:07 PM and is filed under uncategorized.
After having traveled so extensively during the month of October it was good to have two and a half weeks before The Road was calling once again. My first trip of the month was an easy one-nighter to Austin, TX, where I would be training the reservations and spa reservations staff of the ultra-exclusive Lake Austin Spa Resort. Having read about this unique destination spa resort online, I discovered that it had received some incredible accolades recently, having been named the number one destination spa (2008) by Conte Nast Traveler and also recognized by Travel & Leisure magazine as one of the world's top 10 spas for 2009. My client contact had made it easy for me by arranging for a car service to pick me up at the airport and for the short drive into the mountains and Lake Austin. After a warm welcome at arrival I was asked when i wanted to schedule my spa treatment, which is included with every room night. That was an unexpected treat, especially since the spa was open late and I was able to take the welcome tour and explore the resort. What a perfect fall day it was with the leaves changing, yet all of the flowers seemed to be in full bloom. My welcome tour was conducted by Trisha Shirley, Director of Flora and Fauna, who has worked at Lake Austin for 22 years. How interesting it was to learn the details of the various plants and trees in this eco-friendly garden. Here are pictures I took of the resort that evening, including the path to the spa facility:
After walking the grounds and having a tasty, healthy and also filling dinner with the client, I was time for me to walk the path pictured above to the spa for my massage, after which I drifted off to a restive sleep. The next day I was pleased to have such a terrific group of personalities who seemed eager to be there, despite that it was a Sunday and for most of them their day off. Here is a picture of me with the group that day:
Once the training started my day seemed to fly by as usual, and before I knew it we were saying our goodbyes and I was waiting for my car service. Can you imagine my surprise when up pulled the longest stretch limo I've ever ridden in before? Turns out the other cars were booked so I had it to myself. At least my 10 year old Adam was thrilled with the pictures from the camera phone!
After a few days back at home it was time for my next trip of the month, which was another easy one-nighter this time to Boston, MA. Again the travel gods were smiling on me as the weather was perfect in Boston for my arrival on an easy non-stop flight from home base in Ft. Lauderdale. This was another new KTN client we were bringing on board for an annual contract and once again another great hotel, the Seaport Hotel Boston. After a warm and welcoming reception I had about an hour before our first meeting over lunch, so I headed outside to walk around the wharf. Although I've been to Boston dozens and dozens of times over the years, when I spotted Anthony's Petr 4 - the landmark restaurant where I ate my first dinner in Boston in 1985 - I could not believe just how much this area had been transformed (for the better) by The Seaport and other nearby redevelopment projects.
Soon it was time to meet Todd Arviso, who I have known for so many years as a client, colleague (on the first HSMAI Revenue Management Advisory Board with me), and more recently as a good friend. Todd had been doing some revenue management and distribution consulting for them and had recommended that they engage KTN's training and mystery shopping. It was great to see Todd and to meet the revenue and reservations management team at The Seaport, first at lunch and then for the afternoon consultative meetings. Turns out the revenue team had set a goal of booking a certain number of transient room nights for the rest of the year, and this meeting was all about how we at KTN can help them with our SAILS training. (Postscript note - Todd called me on about December 15 to say this goal was already exceeded with two weeks to go!) Here's a picture of me with the group that day:
Turns out that our main client contact at the hotel, Marianna Accomando, Vice President of Sales, had area meetings all day the first day, so it wasn't until the next morning at the start of the workshop when I got to meet her for the first time. What an absolute pleasure it was to have Mariannna participate in my workshop that day right along with her reservations sales team, as she is a vibrant, energetic, and fun lady who exemplifies the spirit of hospitality and I'm sure who is a mentor to many. Here's a picture of me with Todd Arviso and Marianna Accomando after the workshop:
After a few days at home over the weekend with the kids it was early Monday and I was back on a plane, this time headed west to Park City, UT, where I was looking forward to conducting some training for my good friend and long time client Rhonda Sideris, President of Park City Lodging. Again I didn't have to worry about a rental car, as Rhonda had arranged for a car service which made it a lot easier for me. As we were landing in the valley I saw my first snow of the year, and the skiers where very pleased as it had dumped quite a few inches to start the season. Upon arrival to my accommodation I looked out my window to see the ski school, where the families who had arrived early for Thanksgiving week were just enjoying the crisp white snow contrasted by the sapphire blue sky. Sure made me think it's getting to be about time for me to take my own kids skiing for the first time! After catching up on some work by the fireplace in my condo, it was time to meet Rhonda who was personally taking me out to dinner despite that she had a house full of out of town guests and family. We had some great conversation as always about family and also about being fellow entrepreneurs. Here's a picture of me with the group the next day: (Rhonda is to my immediate right.)
The second night I enjoyed some excellent left overs and a little take-out, relaxing by the fireplace and just chilling out for an early evening, as I knew the alarm clock was set for 3:3:3:330am for my 4am car service back down the mountain, part of which took me on I-80, which I would soon be traveling again because instead of heading back home to Ft. Lauderdale, I was meeting my wife Cathy at her family's farm for Thanksgiving. Things went well until I got to Philadelphia only to find that my commuter flight to Scranton/Wilkes-Barre had been canceled. I could have waited 3 hours for the 8pm, but with the weather deteriorating I knew the odds were that one would cancel too. So I was faced with two choices; take a Southwest Airlines non-stop home on a new ticket for $250, or pay $375 for a one-way rental car to drive 2.5 hours. With Thanksgiving Holiday being the next day the decision was easy and soon I was in an overpriced Hertz rental car singing John Denver songs about Country Roads and coming home to the farm to stay awake. It was worth it of course and when I was sitting there at the table in their historic farm, which her family has run since 1850, I knew I made the right choice.
I had known for some time that the next legs of my journey were just crazy, so I took a deep breath and held on for the ride! Early Friday I was driving back to Philly to return the car and to fly home to be with my Adam and Julia for the rest of the Thanksgiving weekend, which is always our tradition since Cathy stays on at the farm to hunt for deer with her family. Back home the weather was just great and the three of us had a great time putting up all the Christmas decorations and enjoying the sunshine. Then Sunday afternoon I was back on another plan flying back to where? - Philadelphia again but this time on business. Thankfully the weather had improved significantly and this time I at least knew the roads as I headed back North on the PA Turnpike.
I knew this next client visit would be extremely interesting for several reasons. For one, this resort call center had been a client of mine for well over a decade, yet I had never met my client contacts Mary Ann Olver, Director of Sales & Customer Contact Center, and Anna Considine, Customer Contact Center Manager in person. Also, I was very intrigued to see the resort product itself, as I had read so much about it over the years. I'm sure most readers have also heard of the Caesars Pocono Resorts, which have now reverted back to their original name Cove Haven Resorts. These are the three famed couples resorts in the Pocono Mountain region, noted for their all-inclusive packages and specialty rooms and I was about to see the famous rooms in person.
It was only after my arrival that I figured out why Mary Ann and Anna were so interested in finding out my arrival time. Turns out that they had blocked one of their signature suites - the Champagne Tower By Cleopatra, and to make sure I had the full experience, they had also prepared the special arrival package. So when I walked in to my two-level suite on this cold night the light from the burning candles and fireplace illuminated the room. Then I noticed the trail of rose pedals leading upstairs, where the Bose sound system was playing some soft music and where I found two chocolate roses on a round bed under a mirrored ceiling, overlooking my private heart shaped swimming pool, massage table, dry sauna. Of course being in this room by myself on a business trip seemed a bit strange, but I had to have a sense of humor about the situation so instead started sending camera phones to my wife and friends. Since she was only about 2 hours away she was tempted to drive over, but the next day was the first day of buck season and so I told her not to miss that. However we definitely have a new place to visit together one day soon. Here are pictures of my suite that evening:
Thankfully my client friends Anna and Mary Ann chaperoned me at meal time, as it's always a strange feeling to be the only person dining alone at a couples resort! Here's a picture of me with Mary Ann Olver (right) and Anna Considine(left):
What a great time I had training their team of 45 + reservations sales specialists, many of whom have 30+ years of experience. Overall, I think this is one of the best overall reservations call center teams in the business. Here's a picture of me with the groups during my visit:
