When people genuinely feel welcome on our teams and in our organizations, here’s what happens: They relax and begin to feel safe, which allows them to be themselves.  They begin to have an open mind, which sparks their creativity for new, fresh ideas.They have less anxiety and fear, fewer doubts, and more energy, passion, and commitment.They begin

Conventional wisdom tells us, if we want to influence, inspire, or motivate others to take action, all we need to do is show them facts, charts, graphs, and statistics.  However, as we can see, science suggests differently.  It’s actually emotion and feelings which provide the energy and ultimate inspiration to take action, change directions, and

The stories guests and customers tell aren’t because of the nightly fireworks, Cinderella’s castle, lakes of dreams, chandelier bars, state-of-the-art workout equipment, or the dazzling presentations to Wall Street.  Instead, guests vote with their feet, their wallets, and their Instagram accounts because of the emotional connections sparked and reignited.  It’s all about how people made them feel. 

Prositions will host, best-selling author and consultant, Taylor Scott at the 2021 International Conference & Exposition for the Association for Talent Development (ATD) in Salt Lake City, UT in August Discover how the best leaders transform jobs into meaningful work by leading with hospitality! "Before anyone becomes motivated to DO anything, they must first FEEL something."Taylor ScottAuthor

Actively seek inspiration Actively pursue opportunities to feed your mind, your body, and especially your soul.  Just like successful athletes who master their craft, they don’t get there by accident.  They wake up every single day with a thirst and hunger to become their very best.  They not only eat the right foods to get proper

If it seems daunting to put all lead with hospitality virtues into action at once; choose only one at a time.   As you master each one, you’ll transform jobs into meaningful work for those you lead with: Acceptance when a person feels they don’t measure up to expectations Service when they need some help Empathy when no other leader

A Harvard Business Review article by Scott Barry Kaufman entitled, “Why Inspiration Matters” reveals why inspiration is so inspiring. Kaufman’s article cites research by several scholars to further support his hypothesis that inspiration matters.  In my own research, I took an interest in the work Kaufman cited from psychologists, Todd M. Thrash and Andrew J. Elliott,

For leaders, bosses, teachers, professors, doctors, lawyers, or actual coaches of teams, never underestimate the opportunity you have, to teach and coach. No matter what your rank, role, or title, you never know how impactful and meaningful your words may be to the people on your teams and in your life.  If you’re a leader or

The Importance of Feedback Feedback is important because it not only drives performance in a positive direction, but it also positively impacts the attitude and mindsets of all employees. When employee mindset and attitude are on the up and up, business results like profits, satisfaction scores, and employee experience will follow suit, in a positive, upbeat

We often get downstream about a mile and a half on a project, an initiative, a meeting, or a task, and then we feel lost.   You’ve put in the time, effort, and thought, yet have become frustrated with the lack of results or progress. Often our teams do the same. Too frequently it’s not until the

According to research by the Gallup organization: Only 25% of employees “strongly agree” that their manager provides meaningful feedback to them or that the feedback they receive helps them do better work. Only 21% of employees “strongly agree” that their performance is managed in a way that motivates them to do outstanding work.  When leaders pause their own

As leaders, we’re often at a crossroads, with an important choice to make.  You can hold a grudge, skip the meeting, become unresponsive, non-communicative, and freeze out the people who have upset you.  Or,  You can lead with hospitality. You can forgive, be the bigger person, take the high road, and work on mending the relationship.  Your grace in

I heard a story in church years ago about a couple who had been married for over fifty years. When asked how in the world they stayed together despite each other’s faults, habits, and hang ups, their response was amazing. It illustrates grace in action, and I’ll share their response here.  The husband responded to the

Grace comes in first.  Every single time. Power usually benefits, first and foremost, those who have it. Sure, their span of influence may be great, big and wide, but their true, positive impact is usually limited to a select few who they deem worthy of receiving it. And that impact usually comes at a cost, as leaders

Practicing grace, especially when people don’t expect it or, when they may not deserve it, absolutely will make them feel important. It’s extraordinary and special. The word “special” by definition, sparks good feelings and sentiments. These include positive words such as remarkable, exceptional, significant, and not the least of which, important.  When we’re graceful with our

A thirty-two-year-old middle manager working for a rental car company had a tough gig.  She was in a corporate, regional role supporting multiple locations’ Operations Managers and frontline associates.  Her role was to teach, coach, consult, inspire, and motivate front line associates and leaders to maximize sales with every transaction.   One day the District Manager leveraged

Thoughts on Champions   Champions are special.  They’re usually ―the best, the ―winners, and deserving of the title.  They’re talented, skillful, and have earned everybody’s respect.  They didn’t get there alone. Often, champions had a coach, a mentor, a leader, supporters, advocates, and they had champions encouraging them along the way.   Look up the word champion: (champ · pi · on)

The final piece to our three-part puzzle of leading with hospitality is possessing the ability to make people feel important.  The first two vital pieces to leading with hospitality are making people feel welcome and comfortable. These two components relate to your ability to maximize productivity, enhance your team’s culture, and ultimately drive desired business results.  Without

Whether it’s for five minutes, five hours, or five days at a time, take the time to help those on your team. Few leadership actions are as encouraging as leaders of teams out in the field, on the floor and in the moments that matter as they help their teams.  They’ll feel it, and you’ll feel

Leaders who lead with hospitality constantly remind people of what they’ve accomplished to encourage them for the work which lies ahead.  Nobody is perfect, and rarely anyone is good enough to achieve perfection at the inception of a project or new initiative. Often, it takes practice and repetition after repetition.  However, most people have accomplishments in their

Recognition Some people like to hear their recognition, whereas others like to see recognition and be able to show others. Some people need to experience recognition; they must taste it, touch it, or most likely do something as a result of it.  Leveraging The VAK Model to Maximize the Impact of Recognition Walter Burke Barbe proposed the VAK

According to David Novak’s research and article in Harvard Business Review in May of 2016: Only 82 percent of employed Americans don’t feel their supervisors recognize them enough for their contributions.  Sadly, this metric (and feeling) hasn’t improved very much at all in corporate America since then.  However, that doesn’t mean we can’t change the game with

When people fully understand the purpose for an organization’s existence and they buy in, they rally together to make it happen. It sounds simple, but it’s not always easy. This truth is often forgotten and swept under the rug.  Too often, it leads to teams dragging themselves to and from work rather than showing up to

Four ways to engage your team and make sure they feel significant:   Be present Be interested Be open Be honest Have a great day. PS – Pre-order my next book, Lead with Hospitality here. Release date is April 27th, 2021. I’ve compiled twenty years’ worth of leadership lessons, stories, and applications for how to lead with hospitality and why it makes a difference that matters for

Significance. The irony is that we often overlook the importance of a word that literally means – the quality of being important.  For leaders, there’s power in a word like significance.  It’s borderline magical.  Once people on our teams feel significant, they become a new person, capable of doing more.   They regain the confidence they once had but have temporarily lost. Whey they

NY Times Bestselling Author and Hall of Fame Speaker, Mark Sanborn, once taught me, “The first job of a leader is to prove significance. Because unless or until people feel significant, they won’t even come close to making significant contributions.” When people fully understand the purpose for an organization’s existence, they buy in, feel more significant

What we tell ourselves will make or break us.  Make it positive.  Everybody can be great, because everybody can serve.  MLK said it best. Listen to your team, your customers, your own leaders, and your own intuition Educate others, and share what you have learned Activity combined with intention yields productivity Deliver on your promises and most importantly, deliver on

Listen.  Simply be a shoulder, lend an ear, and just listen. Be patient.  Seek understanding and allow yourself to feel what they feel. Accept people.  Accept them for who they are as opposed to what they’ve accomplished. Forgive mistakes.  A little grace goes a long way, and few gestures are more heartfelt. Give gifts.  Everyone has needs and things

It’s a huge opportunity to give of ourselves to our teams. The day-to-day doldrums of our job, the expectations and standards, the pressure, and the constant need to impress can clog up our minds. However, making a shift in mindset to generously give of yourself is always well-received.  Giving isn’t always noticed, nor is it always

I love the quote, “Be kind, for everyone you meet is fighting a hard battle you know nothing about.”  The same goes for every person on your team.  The one thing every person has in common with each other is we’re all human beings. People are people. Therefore, every person is experiencing real people problems. When your

The Association of Professional Executives of the Public Service of Canada (APEX) conducted a study which found the following: Teams operating in a respectful environment:  Possess 26% more energy.  Are 30% more likely to feel motivated and enthusiastic about acquiring new skills and being exposed to new ideas.  Express 36% more satisfaction with their jobs and are 44% more

Here’s what all communities have in common: Consist of individuals, but they make a unified impactGive life and meaning to otherwise meaningless situationsSupport the greater good and a higher purpose, other than ‘self’Ground us in familiarity, common bonds, and a sense of belongingComplement individual strengths with the power of the sum of all the partsOffer comfort, assistance, and encouragementServe their people well… Even for

Frequently, conversations leave us feeling more confused than clear, more upset than at ease, and more frustrated with the other person.  Why is this? Too often we simply don’t know where the other person’s coming from on certain topics of conversation.  Maybe they don’t understand where our sudden burst of conviction and passion is coming from on

Game-changers are people who literally “change the game”.   They do things, big and small, which make visible, tangible, and positive change in the lives of everyone around them. Rather than one magical thing, they do hundreds of little things – here are some examples: Game-changers are patient - they understand “waiting time isn’t always wasted time.”  Game-changers are kind

Bored?   Is MONOTONOUS becoming the universal adjective that can be applied to every aspect of your life – career, relationships, family dynamics, and/or social life?  It happens…it’s ok.   We’re all in the same boat. Thought for this week: When things get monotonous and boring, or better yet, before things even get to that point – stay curious.   Ask. Understand. Learn. Improve.

83% of US workers suffer from work-related stress  ~ The American Institute of Stress 35% of respondents said their main source of stress at work was their boss  ~ Korn Ferry After making sure your team feels welcome, making sure people feel comfortable is the second transferable thread between hospitality and leadership.  When people feel comfortable, they:   Open up

Jimmy Buffett covers a song originally released by Fred Neil in the 60’s, “Everybody’s Talkin’.”   The first line is a microcosm of today’s business world, and society, for that matter: “Everybody’s talkin’ at me…can’t hear a word they’re sayin’…Only the echoes of my mind…” How often do you find yourself talking (or trying to talk) to someone, on

How often do you find yourself watching a game, and it’s back and forth, nip and tuck, ho hum, blah blah blah?  Same routine, by both teams, on both sides of the ball. Your team has the ball then their team has the ball, and back and forth it goes.   Boring.  Take for example, your typical

Usually, in every job or situation there is a person who has a way of making it all better. Do you know them?   Maybe you have one or two in your life, and you’re thinking about them now.  They’re the people who make a rainy day seem bright and sunny, an aggravating project fun, and they can

Only 61 percent of people feel a sense of leadership – O.C. Tanner Institute, 2020 Global Culture Report We’ve all experienced unbelievable service in some way, shape, or form. A great hotel check-in, an incredible dining experience, a bartender with charisma, or perhaps that one call center representative on the other end of the phone who

We all have worries. We all have fears. We all have doubts. We all have frustrations.   At one time or another, we all ask: “Why is this happening to me?!”   “Why does this always fall on my lap?!” “Why me…” One thing we all have in common, regardless of our backgrounds, is that we’re all human beings.   Since we’re all human,

We often see two types of leaders, the Superhuman Leader and Human Leader. We’ve all experienced them both.   Think about your past experiences, and then I’ll pose a quick question after I define each type of leader below. The Superhuman Leader The Superhuman Leader tells you stories of how unbelievably awesome they are, how bad they used to have

This holiday season, BELIEVE. Believe in yourself, believe in others, believe in a higher power, and believe in the true meaning of the season.  Whatever your holiday, and whatever your current stage in life, BELIEVE. Be thankful for what you have instead of dwelling on what you don’t have. Embrace diversity and respect differences in opinions and perspectives; it

Ten years ago, things were scary.  We had a soft economy, a divided government, and in the hospitality industry, the outlook wasn’t the greatest.  Sounds eerily familiar. Enter, The Cosmopolitan of Las Vegas; December 14th, 2010. The goal wasn’t to be bigger or better; or break records in Las Vegas.   The goal was to not only make a difference,

We can all agree that it’s very difficult to foster productive, meaningful relationships at work, at home, or in the community without effective communication.   By the same token, it’s nearly impossible to communicate effectively, with anyone, without some level of understanding. Thought for the week: Intentionally seeking to understand, in any situation, magically transforms: Heated arguments into conversationsMere acquaintances into meaningful relationshipsBad days

According to BusinessSolver’s 2019 State of Workplace Empathy: 82% of employees would consider leaving their job for a more empathetic organization, and 78% of employees would work longer hours for a more empathetic employer.  Leadership is about connecting with and inspiring the hearts and minds of others such that they lean into their special talents and

Marketers usually follow a “test and control” methodology with their sales and marketing campaigns. For example, they take a subset of their customer database, and “test out” a new program, promotion, initiative, or invitation. They identify another subset of their database, and for them, they basically do nothing. The latter is the “control group”, and the former

Self-management is how you control and manage yourself, your emotions, and your abilities.  This includes one’s ability to manage impulses and focus on more important priorities and goals.   In short, a person who’s strong in self-management is not easily knocked off track by adversity, tense situations, or stressful times.   Your Brain We have two brains.  As social scientist,

Great leaders connect, inspire, encourage, and motivate others to become their very best so they deliver their absolute best work for the betterment of the team.  All great leaders have one thing in common – they’ve mastered the ability to understand their own thoughts, emotions, strengths, and capabilities.   They’re self-aware.   Researcher, organizational psychologist, and NY Times bestselling

Two in five Americans sometimes or always feel that their relationships are not meaningful (43 percent) and that they are isolated from others. – Cigna Health Self-mastery is to become the absolute best version of yourself.  Show me an engaging communicator or any great leader, and I’ll show you a person who has been intentional in

Your team’s busy going several different directions at once.  You’re busy going in several different directions at once.   Yet, the need for connection doesn’t stop.   One thing about every single one of us is that we are literally wired to connect.  In our careers with busy days turning into busy weeks, months, and entire seasons, there are

While in an onboarding new hire training at Disney University when I jumped into my first full-time leadership role at Disney Parks and Resorts at the start of my career, a senior leader came in as a guest speaker.   He told us, “Congratulations.  Up until now, you’ve been great ‘doers.  Now, you’re leaders.  So, your success

Though many leaders know they have one on one meetings regularly with each person on their team, this is a meeting which often gets pushed back, rescheduled, or even worse, cancelled.   Working with leaders over the years both as a team leader, myself, and as a consultant, I’ve seen why so many leaders skip the One

Well before the pandemic, Gallup’s most recent State of the American Workplace report revealed that 51% of employees in the United States were actively looking for a different job. Work Institute’s 2019 Retention Report conservatively estimates the average cost of turnover at $15,000 per employee. That is to say, every time someone puts in their two-week notice, it costs $15,000

Who gets worried?  Who has anxiety?  Who gets frustrated?  Who gets upset? Every single one of us. Thought for this week:  Most of the time when we’re worried, anxious, frustrated, or upset with someone or something, we’re making it about us.   Oftentimes it serves us well to stop, take a deep breath, and make it about them.   When we focus

“People won’t remember what you did.  People won’t remember what you said; but people will always remember how you made them feel.”  -- Maya Angelou No matter what our occupation, age group, demographic, or geographic location, we all have one thing in common – we all interact with people.  We interact with family, friends, coworkers, guests, clients,

I once attended the Academy of Country Music Awards in Las Vegas.  Great event.  Great atmosphere.  Great music.  Great people.   As I listened to country song after country song, I thought to myself, "How touching are some of these lyrics?"  I found myself relating to story after story, becoming more and more emotionally connected to the artists

The great leadership mastermind and thought leader, John Maxwell, once wrote, “You can’t move people to action unless you first move them with emotion.” Working as a leader in several different lines of business for hospitality and entertainment brands such as Disney, Wynn Resorts, and The Cosmopolitan of Las Vegas, I finally had a realization:   We love

Though we’re socially distanced, we can still be emotionally connected.   The term “social distancing” was first introduced as part of our strategy to slow the spread of COVID-19.  For nearly three months, we’ve had to relearn how to exist, coexist, and communicate with each other with this “distance” between us.   Many turned to apps like Facetime, Zoom, Google

Eight years ago, I started blogging and writing to encourage other people through my first blog called OneMoreStepRevolution, which I created to inspire people (and myself) to give, love, serve, and make magic for people.   It felt like the right thing to do.   But if I’m being honest, I really started writing because I found myself living alone in Las

Kentucky Governor, Andy Beshear, Leads With Hospitality. Every day at 5pm Eastern time, Governor Andy Beshear of Kentucky holds a press conference at the Kentucky State Capitol, in Frankfurt, KY.  He’s united the state with connection, compassion, engagement, and even some very effective coaching and incredible inspiration at a time when people need all of the above. Though, I

What’s the biggest fear among all fears? The fear of the unknown.  The unknown always has and always will be the scariest thing.  So, the question is, “What can we do?” Maybe you’ve heard this time and again from parents, loved ones, coaches, teachers, mentors, or friends: Control what you can control and let go of what you can’t. I’m travelling

I’m often asked, “How do I get people on my team to listen and actually go along with what we’re trying to accomplish as a team?”   I get this question from Millennials in leadership positions tasked with leading people older than them – Gen X-ers and Baby Boomers.  I also get this question from Gen X-ers and

Happy President’s Day Whether it was social studies class, a high school classroom discussion, writing a college term paper, or taking in Lin Manuel Miranda’s Broadway masterpiece, Hamilton, an American Musical, most of us have been inspired by George Washington. He certainly was quite accomplished, however who he was, as a human being, is more inspiring than anything he

I haven’t purchased one of my own, but when I’m on the road visiting clients, and my hotel fitness center has a Peloton bike, I take advantage of it. Each Peloton ride is inspiring, challenging, rewarding, and always fun; every single time.   I’m up to 11 rides, which doesn’t sound like many. However, considering I only get to

DO IT FOR SOMEONE ELSE. Have you ever been stuck? Me too. Have you ever experienced doubt? Me too. Have you ever been discouraged? Me too. Have you ever lost your confidence? Me too. Jo and Beth March My wife and I recently went on a date. Nothing special. It was dinner and a movie. For our movie choice, I deferred

Why do we mourn the loss of people we don’t know? It’s because of one simple, yet powerful word, connection.   We don’t connect to what people accomplish.  We connect to who they are. I didn’t like Kobe when he first came into the spotlight.  My only reason for not liking Kobe was because I didn’t want anyone to ever be as good

Dear Dr. King, … thank you. Dr. King,  Thank you for accepting other people for who they are rather than what they accomplished. Thank you for serving people who deserved your service just as much as those who did not. Thank you for seeking to understand, with empathy in your heart and knowledge in your mind. Thank you for giving your time and your talent,

What do Walt Disney, Jimmy Buffett, and Garth Brooks all have in common? First of all, I love all three. Most of you do too. They’re engaging storytellers and they create memorable experiences which connect with and inspire people across multiple generations. Walt Disney Recently, my wife and I were surfing Disney +, and we stopped on

As we close out 2019, here are 19 leadership lessons I've learned over the past 19 years, leading people in various lines of business across our great country. Some of these I learned the hard way, some of these I learned from watching other leaders, others were passed along to me from wise, dynamic

My seven-year old niece, Nora Jane, asked me what the title of my next book would be.  I told her, “Lead With Hospitality”.   Her brother, my nephew, Henry, piped up immediately and said “Jeff Ruby’s!  Write about Jeff Ruby’s.  They’re a model of hospitality.” Here’s a quick story about why Henry is absolutely correct that Jeff Ruby’s Steakhouse in Lexington, KY

This holiday season, BELIEVE. Believe in yourself, believe in others, believe in a higher power, and believe in the true meaning of the season.  Whatever your holiday, and whatever your current stage in life, BELIEVE. Be thankful for what you have instead of dwelling on what you don’t have. Embrace diversity and respect differences in opinions and perspectives; it makes

One year ago, I made the leap into the consulting business.  My first client was The Brown Hotel, a 4-diamond historic hotel in Louisville, KY.  The General Manager, Brad Walker, who hired me for the project gave me clear direction and expectations for my role.    From the word, “go”, he was very clear.  He needed me to simply be

H – Heart We all have a heart.  We all have feelings.  We all care.   The only question is - to what extent.  Wouldn’t it be great if other people truly cared about us?  The quickest way to inspire others to care is to simply lead the way, and open our hearts to truly care for others.   Soon they will feel the love, and they just might

Would thank them for their hard work, effort, and devotion? Would you write them a hand-written note card, telling them how much you’ve appreciated them, as a person and as a contributor to your team’s cause, progress, and mission? Would you show your love and appreciation by throwing them a special going way potluck in the office, or even a night

A thirty-two-year-old middle manager working for a rental car company had a tough gig.  She was in a corporate, regional role supporting multiple locations’ Operations Managers and frontline associates.  Her role was to teach, coach, consult, inspire, and motivate front line associates and leaders to maximize sales with every transaction.  One day the District Manager leveraged his talented Sales Performance Manager to

Last night at EPCOT thousands gathered around World Showcase Promenade to watch Illuminations:  Reflections of Earth, for the last time.  For many years this show has been the capstone, inspirational close to a magical day and/or evening at EPCOT.  As Disney and all great companies tend to do, there will be yet another iteration of

My parents raised me with a nice balance of tough love and fun-loving experiences.  One thing we always had growing up - whether it was a car ride to school, going out to dinner, setting sail on a road trip, or simply hosting a mid-summer family gathering - was music.  My dad has seen Elton John live, in concert,

The night Andrew Luck shocked the world, announcing his retirement from the NFL at the age of 29, sports broadcaster, Doug Gotleib, tweeted, “Retiring cause rehabbing is “too hard” is the most Millennial thing ever. #AndrewLuck” Since the tweet, many have tweeted back, ripping Doug Gottlieb for the grossly inappropriate, distasteful comments.  The conversation continues in the sports talk radio space

Purpose over Policy A group of colleagues and I dine out together often, and everywhere we go we ask for separate checks.  99.9% of the time, that request is granted with no issues; until recently, it was met with an awkward response.  The “p-word”.  POLICY.  (insert the “’shaking my head” emoji here) When a member of our

I’m turning forty years of age this week, on August 16th.  Here are 40 things I know now that I wish I knew then.  The reason I’m sharing them is to potentially save someone hurt, sadness, disappointment, or worry; and to potentially inspire or encourage someone who may need it. Some are fun, others are serious. 

I often ask front line and middle managers what they wish they learned how to do better, earlier in their careers.  One of the most popular answers to my question is:  “I wish someone taught me how to lead through influence.” Early in our leadership journey, we realize leadership is more about influence than control.  While it may seem

According to recent research, it’s literally a coin flip whether or not your team feels welcome enough to stay with your company.Gallup’s most recent State of the American Workplace report reveals that 51% of employees in the United States are actively looking for a different job right now. Work Institute's 2019 Retention Report conservatively

Why should we lead with hospitality? Since we're in the thick of summertime and vacation season, let's talk hospitality. Do you have a favorite hotel?  What about a favorite restaurant, lounge, or bar?  What about a favorite vacation destination?  How about airlines?  Now that your mind has sorted to vacation mode, is a thought or

Later this year, I’ll turn forty years old.  It doesn’t seem possible.  Recently I had another interesting thought. When my dad was forty years old, I was at the pivotal yet impressionable age of sixteen.  I looked up to my dad then, and I continue to look up to my dad now; literally and figuratively.  Dad goes

Great Leaders are Gardeners It’s about that time again. Spring has sprung, and Summer is right around the corner.  When we think of Spring, we think of gardens, flower beds, and just how beautiful we can make our homes, offices, and schools; even hotels and resorts double down on their horticulture prowess this time of year.  Think about what gardening entails.  Vision First,

In honor of Maya Angelou… Today is her birthday.  She would have been 91 years of age.  I never met her personally, but I feel like I knew Maya Angelou.  Growing up in Kentucky, teachers, my parents, and grandparents would always call my attention to her writings, quotes, and speeches.  She had a way about her.  A sense of grace,

Often times we get caught up in the hustle, the grind, and the pressure. We feel pressure to deliver, measure up, and to be great. Sometimes we forget what actually makes people "great". Think about the best leaders of our time and in your life. Think about the most respected and

No doubt, the demands are many and the pressures can be daunting for those in leadership positions.  More often than not, leaders are in their roles because they had success earlier in their careers.  They excelled, performed, and delivered as the absolute best doers of jobs, tasks, and projects. Executives, recruiters, and/or hiring leaders noticed, and invited

Different Matters The Cosmopolitan of Las Vegas means different things to different people.  For some it means a great party.  For others it means an amazing steak but not before a remarkable craft cocktail experience. For many it means an electric vibe on the casino floor.  To some guests it means an unrivaled, one-of-a-kind wrap around terrace

Once I had just transitioned from hotel operations leadership roles to become a leader in sales  and marketing for Walt Disney Parks and Resorts.  It was around the holidays and a former colleague in operations invited me as her guest to the holiday party at Disney's Pop Century Resort, where I had worked on the

Seasons happen, that’s for certain. However, what happens to us from one season to the next is often uncertain. We can’t always predict the exact future or how it’s all going to work out.  Unfortunately, we can’t pick and choose the cards we’re dealt, real life scenarios we get to face, the jobs we’re offered, or even

Be you.  This is me. Last night on Sunday Night Football, sports fans who were listening and/or paying attention late in the game got an insightful glimpse into Matt Nagy, rookie 40-year old head coach for the Chicago Bears. Chris Collinsworth and Al Michaels are always great on the call, and last night even in somewhat of

Today is World Kindness Day 2018!  In honor of the day and the topic, here's a short excerpt from my forthcoming book on the topic of genuine kindness and the impact it makes in our leadership. In writing my forthcoming book, Lead With Hospitality, I set out one morning to write a chapter on the topic of "courtesy". 

In Sixth Grade, our elementary school team won the Lakeside Invitational Basketball Tournament, in Elliot County, about forty-five minutes from our hometown of Grayson, KY. We were the champions.  One of my teammates and I let a few lines of the Queen song, We Are The Champions fly in the locker room, postgame.  Naturally. We cut down the nets on

Meet my new friends at The Brown Hotel, in Louisville, KY. For the past several weeks, I've worked side by side with teams in various departments of this historic, 95-year old slice of hotel heaven.  (Happy Birthday to The Brown, who celebrated 95 years last week, having opened her doors on October 25th, 1923!) As an independent consultant

Let me jump right into it.  In true hospitality form, I don’t want to keep you waiting. I was in my first full time leadership role in the hospitality industry, as a Housekeeping Manager for the grand opening of the beautiful and vibrant Gaylord Palms Resort and Convention Center, in Kissimmee, FL.  I was 22 years

I recently took in a Chicago Cubs game at Wrigley Field.  I hadn’t been to Wrigley in about four years, but it didn’t take long for me to remember why it’s such a special place. The Place:  First, it's the overwhelming feeling of familiarity we get the moment the train or Uber or cab pulls into Wrigleyville. 

  FRED Friday…meet Ellen Ruel This edition of FRED Friday is a look back…somewhat of a nostalgic FRED Friday.  Ten years ago this summer I was a Management Intern at Disney’s Contemporary Resort; 21 years old, in my first job out of college, and scared to death.  My management internship was a 6-month program in which I

The OneMoreStep Trifecta…            Wikipedia defines Trifecta as: WELCOME - COMFORTABLE - IMPORTANT In horse racing terminology, a trifecta is a pari-mutuel bet in which the bettor must predict which horses will finish first, second, and third in exact order. It is also used in sports to describe scoring three points at one time (e.g. hat-trick), or succeeding

FRED Friday…Mr. Dunn, the Chick-fil-A FRED (Special Capitalize on Life Experiences Edition of FRED Friday) In The Fred Factor, Mark Sanborn, says that one of the ways we can all become more Fred-like is to “reinvent yourself regularly”.  One way to do that, he says, is to “capitalize on life experiences”. From The Fred Factor…Chapter 7 – Reinvent

LIFE…it’s what we make it I'm Class of 2001

FRED Friday…Meet Carlos, the Disneyland Fred Carlos

Second Half… This week marks the very first week of the second half of the year.  It’s hard to believe that yet another year is half over.  I’ve been thinking about this for several days.  It’s somewhat of a wake up call.  How will we remember this year?  Will it be a “great year”?  Or will

StairMaster How often do you have a point of view, a goal, a mission, or feel passionately about a topic or a decision/change that needs to be made…but your friends, boss, staff, Guests, customers, clients, partners, students, or teams don’t necessarily agree.  You probably have two or three scenarios in mind right now, as we speak. 

We have 86,400 seconds in each day…                        What are you doing with yours? Many books have been written…blog entries posted…and speeches delivered around the concept that we have 86,400 seconds in each day.  Add this one to the list.  It’s a concept that if taken to heart and acted upon, we will absolutely positively become

  FRED Friday…meet Jennifer Le She loves making people smile

  Lead with LOVE Would you rather laugh or cry?  Would you rather feel awesome about yourself or doubt your abilities?  Would you rather receive encouragement or condescending remarks? My guess is that we all would answer – laugh, feel awesome, and encouragement, respectfully.  So guess what…our friends, families, coworkers, Guests, customers, students, and bosses all would rather

  Don’t Give Up “We can accomplish all our dreams if we have the courage to pursue them.” – Walt Disney We all have goals.  We all have dreams.  We all have aspirations.  Yet we all encounter adversity, roadblocks, and setbacks. OneMoreStep thought for this week: As life takes its inevitable twists and turns…when adversity sets in and our goals,

  FRED Friday…Meet Van… In the Co-Star (staff) dining room at The Cosmopolitan of Las Vegas we have our very own Fred.  His name is Van. Van works in the staff dining room.  Thousands of Co-Stars pass through this dining room on a daily basis…hustling to get downstairs, make it through the food line, and ultimately find a

  Touch People I recently went to the Academy of Country Music Awards.  Great event.  Great atmosphere.  Great music.  Great people.  As I listened to country song after country song, I thought to myself…"how touching are some of these lyrics."  These songs often tell stories, paint pictures, and make us think about life, love, family, and things

  How Did We Make Them Feel? “People won’t remember what you did.  People won’t remember what you said; but people will always remember how you made them feel.”  -- Unknown No matter what our occupation, age group, demographic, or geographic location…we all have one thing in common – we all interact with people.  Unless you’re reading this

  Don’t Miss It   I was speaking to a group of our Co-Stars (employees) this evening, as we were celebrating how far we’ve come as a property in our first three months.  This particular group has been through a tough first 90 days.  They work at the Front Desk, and I told them that I could relate,

FRED Friday

  The Name Game               How many times have you heard someone say, “…oh, man, I’m terrible with names.”  I hear it often.  The truth is, remembering names is another lost art. We’re so busy, wrapped up in our own “stuff” that we either forget or don’t make an effort to remember names of our students, coworkers, Guests,

  Everybody Has “Stuff” “Seek first to understand, then to be understood…” – Stephen R. Covey, The 7 Habits of Highly Effective People: Habit 5 Another week has begun.  Your To Do list is lengthy, with few items marked off - 'completed'.  Things are weighing heavily on your mind…mine too.  We’re stressed with things at work, worried about

FRED Friday “Life’s most persistent and urgent question is, ‘What are you doing for others?’” -- Martin Luther King, Jr In my favorite book, The Fred Factor, Mark Sanborn tells an inspiring story of how a man named Fred goes OneMoreStep after OneMoreStep in his role as a Postman for the United States Postal Service.  I love this

  It’s My Job “…If street sweepers can smile, then I’ve got no right to feel upset…” - Jimmy Buffett, It’s My Job Mom bought me this sign too. 🙂 We often get frustrated with where we are in our lives, our careers, and how things have turned out.  We get bored with our job, annoyed with tedious tasks,

  Be “Around” the Ball I fell in love with the game of basketball at a very young age going to East Carter High School Raiders games with my dad and grandfather.  By the time I was in high school, I had developed an absolute passion for the game and everything that came along with it…especially leadership. I

  Avis Makes Magic? “Make your people your brand

  "Relationships…we all got em…we all want em…now what do we do with em?” – Jimmy Buffett – Fruitcakes Another Valentine’s Day…here come the mixed feelings.  If we’re in a relationship, we’re looking for the right gift.  Do we show our cards, and tell them how much we care?  If we’re not in a relationship, we’re weighing

  Everybody’s Talking…How About Listening? People that know me are probably rolling their eyes at the title of this post; because they know that I’m a talker

  “…the quickest way to get started is to stop talking, and begin doing.”    – Walt Disney It’s Friday…Finish Strong Friday morning.  The weekend is just on the other side of that last email, meeting, or phone call later today.  You could probably relax and take it easy after lunch, right?  Probably just mail it in from about

If we don't do the little things

I didn't invent the concept of going the extra mile