The RACE to GREATNESS; by DOING What "Most People Don't" 

Summary from Pre-Event Interviews: 

In the world of hospitality, it's the human connections and shared experiences that drive success and inspire innovation. Recently, I had the privilege of conducting a series of pre-event interviews with key players in the hospitality industry, in preparation for the upcoming IHG event in Kentucky. Speaking with professionals like Laura, Greg, Melissa, and Jack offered a wealth of knowledge about their daily challenges, successes, and the passion they bring to their roles. Here are some of the invaluable insights they shared.

### The Importance of Personal Touch

**Laura's Insight: Building Client Relationships**

Laura, based in Metro Atlanta and responsible for the Even Hotel Alpharetta Avalon, emphasized the power of personal connections in the hospitality industry. She shared how she incorporates specific stories into her keynote presentations to ensure they're relevant and provide practical solutions to her audience's needs. Laura's strategy involves making her clients feel special and understood, which ultimately boosts their satisfaction and loyalty.

She detailed her approach during a recent client experience with the Athleta Group. By understanding the detailed-oriented nature of the clients from the start, Laura's team was able to exceed expectations, ultimately resulting in high praise from the group and a sense of fulfillment for her team.

**Greg's Story-Driven Sales Approach**

At the Hotel Indigo in downtown Minneapolis, Greg takes a story-driven approach to sales, which sets his property apart from competitors. He emphasizes the importance of creating unique, memorable experiences that are deeply rooted in the local culture. Greg believes this method not only attracts but also retains clients in a highly competitive market.

He shared a recent success story where his team won a significant airline contract with Southwest Airlines. By understanding the needs and preferences of the client, such as the importance of a substantial food and beverage program, his team tailored their services accordingly, creating a partnership that met all the clients’ requirements and more.

### Overcoming Professional Obstacles

**Melissa's Staffing Solutions**

One of the most pressing challenges faced by Melissa, the Sales and Catering Director at Crowne Plaza Portland, is staffing. She highlighted the difficulty in finding and retaining the right people who fit not only the role but also the culture of the company. However, through open communication and recognizing employees’ contributions, Melissa has been able to create a motivated and loyal team.

She shared a strategy she employs to celebrate her team's success and keep them motivated. When her team meets their quarterly goals, she rewards them with incentives such as gift cards, IHG Reward Points, and personalized acknowledgments, ensuring that everyone feels valued.

### Client Experiences and Feedback

**Jack's Client-Centric Approach**

Jack, the Director of Sales at Crowne Plaza Albany, the Desmond Hotel, has been part of the hospitality industry for over 25 years. He shared a heartwarming story about how his team recently hosted an event for National Grid, a power company. Despite initial apprehensions from the meeting planner about switching venues, Jack's team's dedication and exceptional service led to a successful event and earned them heartfelt appreciation.

Jack emphasized the importance of culture at Crowne Plaza Albany, where making clients and employees happy is a core value. This customer-first approach, coupled with a long-standing team, has helped create a unique and positive environment at the hotel.

### Celebrating Wins and Defining Greatness

**Recognition and Rewards**

Recognizing achievements and celebrating wins is crucial for maintaining a motivated and successful team. Jack mentioned that taking the team out for cocktails or dinners is a common way to celebrate at the Desmond Hotel. This not only fosters camaraderie but also allows the team to bond in a non-work setting.

**Melissa's Thought on Greatness**

Melissa defined greatness as pushing beyond one's capabilities and continuously striving for improvement. She believes that acknowledging weaknesses and working on them, while celebrating small victories along the way, is key to personal and professional growth.

### Conclusion

These pre-event interviews provided deep insights into the world of hospitality and the specific strategies these professionals use to navigate their challenges and celebrate their successes. The recurring themes of personal connection, tailored experiences, and employee recognition are clearly the cornerstones of their success. As we look forward to the IHG event in Kentucky, it's these shared experiences and insights that will guide the conversations and strategies for continued excellence in the hospitality industry.

By learning from and celebrating the stories of professionals like Laura, Greg, Melissa, and Jack, we can all find inspiration in their dedication and innovative approaches to hospitality. Whether it’s through personalized client interactions, overcoming staffing challenges, or fostering a positive work culture, these industry leaders show us the way forward.