Posts Tagged ‘Resorts’


February 9, 2010

My friend Jolene Pellant sent me an email today with a link to  She wanted me to see “Walt Disney’s 8 secrets to success” that they had written about.  Jolene knows that Walt is one of my business heroes and always believed that experience was most important.  Here are Walt’s secrets that you might want to work into your daily life.

1)      Provide a promise not, a product: The Walt Disney brand certainly delivers that.  From the moment Disney started the focus was always on the “experience”.

2)      Always exceed customer’s expectations: As stated in the last newsletter, over-delivering can be a cheap and effective marketing technique.  Going over budget to make the experience wow your guests one year might save you a lot of money in marketing dollars the next.

3)      Pursue your passion, and the money will follow: You may know that Walt went bankrupt several times building his dreams.  Work on labors of love and the profits won’t be far behind.

4)      Stay true to your company’s mission and values:  As it says on, “Walt Disney was famous for saying; I hope that we never lose sight of one thing – that it was all started by a mouse”.   

5)      Differentiate your offer: Six-Flags are amusement parks.  Disney Land and Disney World are theme parks…actually “Resorts” complete with themed hotels and restaurants. 

6)      Lead by example and delegate: Walt was the original artist for Mickey Mouse.  He was also the man would ran the studio, sold the pictures to movie houses, cut distribution deals etc.  As the company got bigger, Walt hired the right people to take over those jobs. 

7)      Defy convention: Don’t listen to critics and those that can’t follow your dreams.  Everyone thought Walt was crazy when he purchased thousands of acres of swampland in central Florida.  Now, not so much.

8)      Leave behind something to grow: Just think about how much the Walt Disney Company has diversified since Walt’s death. 

Sure there will only be one Walt Disney, but it doesn’t hurt to try to emulate the best.  If all you are looking at is cutting budgets, stop.

Speak with you soon…



Hospitality is a Profession, so Leave it to Pros

November 9, 2008

I was talking with a friend on Friday who told me they wanted to start a conference.  I’m not going to say much more than that since I don’t want to give away my friend’s idea.  Anyway, it became apparent that my friend didn’t know much about the hospitality, event, or conference businesses. This friend could be in touble if they move forward without getting help.


On Saturday I got an email from my assitant while I worked at CAA, Nicole Provencio.  She’s now at Sketchers Corporate (the shoe company) where her “main job is to book hotels for all trade shows, conferences, and events.  Finding the newest & hottest hotels, getting the best rates, avoiding attrition, etc.”  Sketchers have over 20 annual trade shows alone each year, so they need someone like Nicole…someone with experience.  Sketchers, just like you, must have an experienced person on the other end of the phone or across the table from the hotel, resort, conference center, cruise ship, tour operator, or whoever you are doing business withs’ sales person.  They are certainly experienced and know just what they can and can’t offer.




When Andy Levine from Sixthman told me that there was a difference between doing a big concert or festival and producing a music themed cruise, my ego got the best of me to be honest.  I thought, if I could handle concerts with 200,000 people or manage tours checking 175 people in and out of hotels, tour buses, limos, vans, town cars and airports around the world, I could handle a few thousand drunken music fans and bands on a cruise ship.  I got spanked.  I’m sure Andy laughed.  Nothing takes the place of experience. 



So you don’t have the money to hire a pro to take care of your hospitality.  Here are some helpful hints from a guy with a few years on the road.  Some are obvious, but always worth being reminded.




·     In this economy disposable income is declining which means fewer will travel.  It is a buyers market.

·     When dealing with group sales at hotels, try to speak with someone as far up the food-chain as possible since anything out of the ordinary you may request will have to be run up the ladder anyway.

·     Try to avoid contracts whenever possible.

·     When booking groups, most hotels will insist on a contract.  The first things you need to look at are dates and numbers.  The word ATTRITION will become very important if you are managing your room blocks.  Try and get dates in your contracts where you are able to drop inventory you were not able to fill.  Obviously the closer to your event dates, the better for you. 

·     Before you start negotiating room rates, get an understanding of the hotels “rack rates” and the region’s high, low, and shoulder seasons.  Good deals can always be had…even in “high season” for a property. 

·     Deposits are another place you can push properties now.  They should be looking at this as more of a partnership these days as you are taking real risk to produce and market the event or whatever you are doing.  You should make your deposits as close to your event date as possible. 

·     Other mines to look for in hotel and hospitality contracts include: Buy-out rates and fees (rates go up on rooms for taking an entire property, resort, cruise ship, etc…this is a common practice at some resorts and cruise lines), baggage handling fees, gratuities, taxes on gratuities, ballroom and conference room charges, phone and data lines, hospitality desks, room drops (having materials or gifts delivered to guest’s rooms), copying and business center charges, and lets not forget parking (I went to a conference once where guests paid $50 per day to park their cars and it wasn’t in New York).

·     Food & Beverage becomes a whole new world and language in hospitality and you won’t believe the prices.  In this case, those airplane crash drills where you put your head between your legs and pray may work best. 

·     Not booking groups but want to save money on travel?  Look at the “Limited Service Hotels” popping up everywhere. 


Reality is hospitality is a profession and it pays to hire someone experienced to handle your needs.  Musical artists, their managers and agents go to producers like Andy Levine to do their cruises because he has seen it all.  Sketchers knows to go to Nicole because she booked Aspen Live Conference (Dec. 11-13 @ St. Regis, Aspen…Shameless plug) hotel rooms, transportation, meals, etc, for two years before coming to their company.  My advice, leave hospitality to Andy, Nicole or The Agency Group Events & Entertainment, Ltd. (another shameless plug).


As always, would love your comments and input.




Talk to you soon,