After having just returned from the Outer Banks of NC (OBX) the week before, next up was a trip to the “Southern Outer Banks” SoOBX I suppose!  The occasion was to conduct training for the two largest vacation rental companies on Emerald Isle, both of which I have trained numerous times over the years.

First up was a day of hospitality training for Bluewater Vacations.  My good friend and client Kelly Nicholson who is the Rental Manager there had arranged for me to conduct two half-day hospitality training workshops for their entire guest services team, including housekeeping, maintenance, front desk, accounting, homeowner relations, even their real estate sales team attended.  It was especially impressive that Kevin Futral and Patrick Futral who are partners in the business and in charge of the construction and operations attended the who session.  They even participated in all the activities and training exercises.  Here are pictures of me with the two groups that day:

Kelly had me staying at a small motel they manage there called the Islander Inn, which was a terrific little gem of a property tucked off the main road and with an amazing view of the ocean.  The rooms were beautiful  efficiencies.  Interestingly, Kelly shared with me that she basically grew up at the inn as her childhood sweetheart’s parents originally owned the property.  She even learned to swim in the pool and beach there.  Here’s a picture of me with Kelly and also of my view in the evening.  I was trying to capture a picture of the pod of dolphins swimming and feeding in the waves right before me but you cannot see them:

My next stop was Emerald Isle Vacation Rentals, which is their direct competitor just down the road.  Impressively, these two companies work very well together when needed.  They obviously understand the benefits of working with – not against – the competitors for the good of the overall destination.  They realize that “the rising tide floats all boats” in the destination, and that the real competitors are often other destinations more so than the resort operator down the street.  This was demonstrated a couple of different ways.  First, my contacts at Emerald Isle called Kelly to arrange for me to stay on  in their Inn, so that I would not have to change rooms, which was extremely convenient and appreciated.  Secondly, Kelly then offered-up the use of her meeting room at the Islander Inn, to make it even more convenient, even though it ended up that the Emerald Isle folks had already arranged a meeting location very close by. 

 The next morning I awoke with extra enthusiasm as I was going to be training my dear friends at Emerald Isle, especially Jamie and Julie Wax and their husbands Nathan and Mark.  It is always an uplifting experience to be a part of their company for just one day as it is a caring and compassionate company.  This obviously has a benefit of attracting like-minded staff who are extremely dedicated and committed to the hospitality business.  Best of all was that both Jamie and Julie attended my full day workshop and participated fully.  This despite that both of them have been through my programs countless times, either during private sessions for their company or at the training sessions I’ve done for the Vacation Rental Manager’s Association.  Julie even invited me to come and visit with my family this summer and I just might take her up on that!  Here’s a picture of me with my group that day and then one with me and Jamie Wax. 

Of all of the many visits I’ve made to the Outer Banks of NC to conduct training over the years, I have to say this trip was very special. The occasion was to present on-site reservations sales training for Outer Banks Blue, one of the many vacation home rental companies on the Outer Banks. This was extra special because Tim Cafferty, the founder and owner, has been a client and friend of mine for about 13 years now. Ever since I had met him during my very first speech for the Vacation Rental Manager’s Association back in 1998 we have always stayed in touch and found ways to work together. When he was the President of VRMA, my company worked closely with the association to provide trainer certification programs, and at the same time Tim hired us to train his family’s rental company which he worked for back then. So we go back a long way. 

Having been off the road for three weeks, I was really feeling caught up on all of my administrative and sales tasks for KTN and ready to gear-up for what is usually the busiest months for hotel training which
My first trip for March brought me here to Branson, MO for what is surprisingly my first visit ever in 21 years of hotel training. The occasion was to work with Myer Hotels, which is owned and operated by the Myer Family for at least two generations. I had been working with Gail Myer their VP of Operations and also Steve Graber one of their most experienced GM’s for several weeks now to take over their front desk reservations training and mystery shopping from Signature Worldwide, who had been training them for going on 10 years they said.
In researching their company I was very impressed that they had several of their six area properties being recognized for excellence from their respective brands; one was even named “Top 10 Family Destinations” by TripAdvisor.

But once I got here on Tuesday I could immediately see why, as the hospitality started right after my arrival with a personal pick-up by Steve at the airport. Here’s a picture of Steve and I at the hotel:

What a beautiful Spring day it was, with sunny skies and low 70’s and no humidity. Although most of the trees here are still bare I could just imagine how it must look in Summer and Fall too, although I’ll still take Spring anytime because I got to see all of the flowering trees such as Bradford Pears, Red Buds and Dogwoods in full bloom.
After a great lunch at an Italian Restaurant named Florentine’s we had a very productive meeting with their GM’s about the new program.

Then yesterday I had a chance to meet and work with over 40 frontline staff, supervisors, and assistant managers from the six properties. What a great group! Most of them were seasoned veterans having worked there for many years, although many were also newly hired for the coming Summer season. I have to say I had a really fun day working with everyone as they were very energetic and enthusiastic about the new process, despite that it significantly raises the bar for them. They also had a great s ense of humor and we had many spontaneous laughts. Here is a picture of me with my groups from yesterday:

I do have to admit that when I walked outside today for my ride to the airport, finding that the temperature had dropped at least 20 degrees and hearing that it was going to be below freezing tonight, I did feel ready to return back home to my adopted state of Florida and the picture-perfect weather we have this time of year. Good thing my next two trips are to the Carolinas so that hopefully the cold weather for me is over for now until this Fall.

In training such a diverse client list of lodging industry clients in all market segments, locations, with numerous brand strategies, I have come to realize that the number of different rate "conditions" today's reservations agents have to explain and justify must be overwhelming, especially to newly hired staff.  For some reason I felt inspired to write about this today even before lunch.  Any comments or suggestions are welcomed.  Here's a link to the first publcation which was just a little while ago at Hotel News Resource: Link

How great it is to be back in Gulf Shores working with Brett-Robinson again!   It was great to see all of my "seasoned veterans" of KTN training again these past few days, including many who were in the original workshop I presented here in 1998!  It is wonderful to see them all continuing to embrace change as positive changes continue to be rolled out.  My main job while there was to do a little consulting with their Group Sales team and also to conduct a half-day workshop for the new agents.  Here's my picture with the group yesterday:

I have to admit it was nice to have my colleague do most of the workshops while we were there, as it was a great chance for me to catch up on email and some other projects today.  I heard nothing but accolades from the long-term agents who have been through my sessions so many times.  I'm sure it was refreshing for them to hear her perspective.  I have to also add that she came up with some awesome activities that they loved, such as her own version of Family Fued.  Here's a picture of her with one of the advanced level groups:

Usually when I'm traveling alone on business to conduct training I don't usually get a chance to take in many of the local attractions, but as readers of this blog know well I always try to carve out a little extra time for a visit to the world famous Flora-Bama bar.  Colleen seemed equally excited to be going there last evening, if her pit-stop at the tee-shirt stand at the entrance was any indication, as she picked up shirts for her husband and all the boys too.  She also was brave enough to try their famous signature drink the Bushwacker.  Here's her picture when we first got there last evening:

What a great day I have had.  I awoke to a great view from my balcony of the wading birds in the marsh beyond.  It looked a lot dryer in the picture I posted last night but this morning there were the birds.  Not as many this time of year.  Then I basically only had to walk across the street to the main headquarters office of Elliott Beach Vacations.  What a pleasure it was just to be back in the  building, but especially to have such a great group of participants.  They made it easy for me to present two back-to-back half-day workshops even on top of a big lunch!  Here's a picture of me with the groups today:

After the program I was back on the road but heading home to Ft. Lauderdale/Miami area the Thursday before President's Day Weekend can be a challenge.  So I was able to save my client about $700 by staying over for the  Spirit Airlines non stop.  I'll still hit the office the same time.

My good buddy Ned was so nice to put me up in one of his hotels right near the airport for my early morning flight.  He was supposed to be meeting me for Happy Hour too but ended up he is not feeling well.  So instead I got to enjoy this great resort in one of the best suites.  I would have rather been in the most basic room but with Ned feeling better and joining me at the bar.  Well the only good thing was that since there seemed to be a smoker's convention and I had to leave for air, I saw above the most brilliant full moon rising over the horizon, just beyond the sand dunes, illuminating the whitecaps of the curling waves even before they crashed gently.  The moon's reflection on the water seemed to create a beckoning pathway to the stars.  Here is a picture I snapped earlier: 

Was going to finish my next aritlce about how smart hotel marketers still make voice reservations sales a priority but since the view was so good I had to put it off to do on the flight tomorrow morning. 

Having taken most of last week off to be at home for the events leading up to my daughter’s Bat Mitzvah, I could not complain about having to hit the road again this morning. Since it is still mid-February I also felt fortunate to be taking the short journey to Myrtle Beach, especially since I snagged a free upgrade do to my airline status with USAirways! I have to admit I even enjoyed a bloody mary on the last leg in, even though it was certainly not 5 o’clock!

I always enjoy arriving at MYR airport, as it is a smaller regional airport with quick access to the rental car. After a short drive I arrived here to North Myrtle, where I’ll be conducting another round for Elliott Beach Realty Vacations. As usual they put me up in a beautiful little condo, which is less than two blocks from their office. Although I’m a few blocks more to the beach, I have a charming view of the wetlands and marshes right behind the development. I remember staying here last time and seeing some large Cranes scouring the marshes about sunrise. I’ll have to look for that tomorrow but for now here’s a view from my balcony:

Since I’ve already managed to finish all of my email and even the two tasks on my list, I have decided to start writing my next monthly training column here this afternoon. So far the title is “Smart Hotel Marketers Still Make Voice Reservations Channels A Priority.” Lately I’ve been thinking more and more about how relatively little attention most hotel marketing, sales and even operations executives invest in managing their voice reservations channels, at least when compared to their electronic and online channels. The ironic part is that for many lodging companies, it is these voice channels that still hold their own against website bookings and online channels. What’s worse, callers today frequently are handing agents the opportunity to convert them from third party channels when they call directly to double-check the rate parity. Well I better get started writing it! It should post in all 7 trade publications starting Thursday or Friday of this week.

Once again my travel angels were watching over me, as I was about to fly right into the heart of bad weather once again.  As my departure time grew closer, I had been watching the weather as a huge line of storms was about to blanket 2/3 of the US with snow, rain, or the worst - ice!  I was running late when I arrived at the airport and was shocked to find almost no one in line at security.  Once I breezed through and looked at the flight boards I understood why - because most of the flights had canceled.  I also noticed that two flights from LaGuardia airport were canceled and one outbound too.  However my flight still showed on time and sure enough we boarded and headed down the runway. The pilot explained that although traffic in the NY area was slowed down and many runways closed, we had our take-off slot blocked and would be underway shortly. 

When he came back on moments later and said we had to return to the gate for a mechanical delay I thought for sure I would be stuck, since I saw online that the weather was deteriorating fast.  But sure enough after a brief time back at the gate we were soon taking off for an uneventful flight to LaGuardia.  Before long I was in a taxi and headed for Manhattan, where I was going to conduct another round of training for one of my longstanding training clients - the Denihan Hospitality Group.  I had been providing training for DHG since the early 1990's, although it had been about 3 years since I'd been back.  During that time DHG continued to expand its Affinia brand, and also to add new brands with The James and The Benjamin hotels, plus an interesting mix of boutique style independents. 

It was also to be my first time visiting them in their new corporate office, which is located on Fifth Avenue in the Upper East Side in the historic French building.  How exciting it was to enter their artfully designed, eco-friendly office and to their call center.  The best part was seeing so many client friends, especially Rob Van Breman their AVP and Beverly Ramsook, VP of Revenue and Distribution.  It was also great to see some of the many agents who still work in the call center who have gone through my training workshops since my very first visit 20 years ago, including Philip, Kevin, and Marcia to name just a few.  It was also wonderful to meet their new call center director, Kiesha Osbourne, who I am very impressed with.  She is definitely a dynamic and energetic leader who can help take this team to even higher levels. 

After visiting the office I headed over to The Benjamin, just a few blocks away, and watched the news as the ice storm descended on The City.  But once again my luck with weather proved to hold.  There was in fact ice, and some of the agents did need a bit more time to get to work that day, but by 9am it was 33 degrees going to 40, and the ice began to melt.  By the next day it skies were sunny again and my non-stop flight back home was right on time!  Here are the pictures of me with my group those days:

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After being home for over two weeks enjoying the holidays with the family, and I have to add, some great Florida weather, it was time to hit the road again.  Once again my timing was perfect when it came to weather for my travels, as I was headed to the Outer Banks of NC, which had just experienced a bad week of snow and ice, but which presented a nice sunny 50 degree day for my arrival.  I was back in the area to present training for another new KTN client there, which was Southern Shores vacation rentals. They are yet another of the many fine vacation home rental companies in the Outer Banks, and it was exciting to be adding them to our client list after knowing of them for so many years.  The workshop was held in one of their large six-bedroom oceanfront homes, and I stayed there the night prior so the commute to my "work" the next day was a short walk to the living room.  Here is a picture of me with the group that day, followed by a photo of the hammock on the porch right outside my door that was very inviting:

Next up on my agenda was another very exciting engagement with another new client, although on the opposite coast.  This time my travels would bring me to one of my very favorite spots in California, and for that matter, one of my favorite spots in the world.  The occasion was for me to present a full-day sales training program for the Grand Pacific Resorts staff from their call center, their timeshare exchange call center, and from the front desk and sales departments of their resorts in the area.  After a non-stop flight to LAX I was in my rental car and headed down I-5 towards San Deigo freeway.  Right before the Carlsbad exit I drove through Camp Pendelton, where I saw numerous military helicopter pilots training in the distance. 

Before long I was checking into the famous Carlsbad Inn, which has just undergone a complete renovation that opened up their lobby so that you can now see the Pacific Ocean while checking in.  I was excited to meet my new contact Randal Chapin, who has been GM at the property for about as long as I've been in the training business!  After an engaging introductory meeting with Randy and his AGM, I got a little time to walk the resort grounds and also stroll down by the Pacific Ocean.  It was a perfect time of day as the sun was about to set, and I really felt like a tourist when I snapped off about 20 pictures of the sunset.  Here is a picture of the resort ground and sunset from the resort:

That evening Nigel Lobo, who is their V.P. of Operations, took time out of his busy schedule to come by the resort and to take me to dinner.  We had a great time catching up on our careers, as I have known Nigel from his days at Intercontinental Hotels, and we also talked a lot about our families, as Nigel is also a dedicated father and family man.  The next day I had the most wonderful time conducting training for their group.  What an interesting collection of personalities!  It was also interesting to notice how long most of the employees have stayed with the company, especially while I hear so many other hoteliers in CA talk about the revolving door in their HR departments.  I'm already looking forward to visiting Carlsbad again this year, but this time it will be during the summer and I will be sure to bring my family, especially my son Adam who at age 11 is the top of the age scale to visit nearby LegoLand.
Here's a picture of me with the group after the workshop:

After the workshop it was great to have the evening to just chill, and I had a great take-out meal from a "real" Mexican restaurant where I actually met the owner, who took over the business from her grandfather.  I enjoyed another great sunset and took about 20 more pictures before dozing off early to be ready for my extra-early flight back home.

After a week in the office it was time to conclude the month with back-to-back trips to Orlando.  The first was a long weekend to meet Cathy's brother, his wife, and their 9 year old at Islands of Adventure to visit the new Harry Potter "world" that just opened there.  It was their first ever time to Orlando and it was great to see the world through there eyes, especially to watch the excitement of the 9 year old.  The kids and Cathy loved the Harry Potter section of the park and rode the main ride - a simulator - at least 3 times while I snuck away to catch part of the Packers-Bears playoff game in the only bar there.  Here's a picture of us at the entrance to the park:

We also got to stay at the "new" Peabody - as the kids call it - and to finally see their new addition that we have watched them working on during so many visits these past few years.  The kids loved the new atrium lobby, but it was too cold for them to enjoy the incredible pool complete with water slide.  Adam's favorite feature was the television embedded in the bathroom mirror, while Julia was obsessed with their high-tech guest room phone. 

After driving home with the family on Monday, I was back on the same road on Tuesday.  This time to be the guest speaker for the HSMAI Orlando's monthly luncheon meeting.  I had been asked by my client friend Jeff Chase, who is currently the Chapter President, to do this presentation as a courtesy.  It had been many years since I had spoken at a HSMAI chapter and it was exciting to be back in front of that audience.  The meeting was held at the Hard Rock Hotel in Orlando, which is a great location.  The turnout was great and I had an enthusiastic audience of about 50 hotel sales and distribution managers along with vendor partner companies and suppliers.  Here are some pictures of me presenting that day:  (Pictures to be posted soon.)

December turned out to be a great month for me to be "On The Road."  Not only did I manage to travel to and from all of my training clients, dodging some very nasty weather, but I also managed to be "off the road" at just the right moments.  Despite that it was a short month due to the holidays, I was able to present five on-site training programs, including the travel time, while still managing to make a long list of family and school events.  This included three of my daughter's band concert, one honor roll awards, one day of volunteering at my son's school, and one-day for son's performance in his school aftercare play.  All of these events and training were over by December 22, so that the dates worked out for me was amazing!  Below is a picture of me with Adam, dressed in his "Cowardly Lion" costume from the play.

My first trip of the month took me back to Myrtle Beach, where Colleen Tuttle and I conducted two more days of training for our client - Brittain Resort Management.  Having been working with them for two years now we have really bonded with so many of our contacts there and it is always great to see them.  The good part for me was watching Colleen in action as a KTN trainer as she continues to invent new content, in terms of ideas, approaches, and examples, just about every time she presents.  Here are pictures of us with the groups that week:

After being home for the weekend just long enough to connect with the kids it was time to hit the road again, this time to travel to a familiar destination but to work with a new client there.  Before I knew it I was driving across the Florida state line crossing into Alabama, headed back to Gulf Shores, but this time to work with a new client called Spectrum Resorts.  Spectrum manages three very  upscale resort developments, including the famous Beach Club Resort.  I had known Mark Walker, their Director, from the days when he worked with another Gulf Shores area resort company and I was honored that he had remembered to budget for my training at his new company. 

Although I had expected good things having worked with Mark before, I have to say I was very impressed by the team they have assembled there to staff their reservations call center and front desk reception.  It was also great to hear that demand is back and that companies like Spectrum have mostly moved on from the terrible oil spill conditions of last year.  Here is a picture of me with the two groups that day:

After returning from Gulf Shores, it was great to be home for about 10 more days for all of the above mentioned school events.  We even had time to set up the Christmas tree and decorate the house!   My last trip of the year would bring me back to Boston for the first time in a while, and it was made easy by a nice non-stop flight.  Little did I know when I departed that the weather had taken a nasty turn for the worse, as a storm had stalled just offshore and was backtracking on Boston.  Lucky for me the snow was just enough to make for a beautiful winter night but the towns on South Shore got blanketed with snow.  The next day I presented two half-day workshops on the topic of upselling at the front desk for the Seaport Boston, and it was great to have such a professional and enthusiastic group to work with.  Here are pictures of me with the groups that day:

Once again I was blessed with great weather, as the skies cleared enough for my non-stop flight home to be on time.  It was great to be back home with the kids, on vacation the rest of the year to enjoy celebrating Christmas, and to reflect back on a wonderful year of life's journeys.