Bill Geist's Zeitgeist

Where Design and Execution Collide

So...there are those hotel brands that provide free breakfast. And there are those that charge. Some of the ones that charge offer buffets; others offer servers to take your order and deliver your food. And then there are those trendy bars adjacent to the lobby that serve made to order breakfasts and, in some cases, lunch and dinner.

I can't imagine that the designers of this week's hotel ever imagined the scenario I witnessed yesterday...or if it never dawned on them what could go wrong, I can't believe a legacy brand would have ever hired them.

It's dinner. I've already exhausted the restaurants this week within a 10 minute drive that have at least 4-star Yelp reviews that look remotely aligned to my tastes. It's starting to rain. Screw it, I'll just order a hamburger here in the lobby and watch SportsCenter.

The person behind the bar takes my order, turns to retrieve a frozen patty from refrigeration, slides it into a fast broiler and waits for the timer. Hey? I'm standing here. I can see what you're doing.

When the timer chimes, she takes it out, lays a slice of processed cheese on one side of a bun and puts the halves in the broiler to get a slight char on the bun (a nice touch, to be sure). She assembles the pieces and then looks at me and says, I'll get your fries...and goes back into the kitchen. Five minutes later, she returns and delivers my now cold burger with my now steaming fries. 

As always, I'm gonna side with her...and challenge management with horrible training. Put the fries in first and unfreeze the burger second was clearly never communicated to her. But, therein lies a deeper issue. If you have a working kitchen behind the wall, why would you put on display that you are serving frozen meat by cooking it in front of a guest in the first place?

C'mon, Marriott. Shouldn't we be able to expect more from you?

The Frozen Dead Guy

Listeners to the DMOU Podcast heard the story of the festival in Estes Park called "Frozen Dead Guy Days." A whimsical event celebrating the cryogenically frozen Grandpa Bredo that began in Nederland, Kara Franker and her crew at Visit Estes Park secured the rights to the festival late in 2022 and pulled off an amazing event last spring.

Now, the owner of the Stanley Hotel (think "The Shining") has secured the rights to the Frozen Dead Guy himself. If you missed it, catch this segment of this week's CBS Sunday Morning.

And, while Visit Estes Park was sadly missing in the piece...we know the real story.

A story that was exceptionally well played.

Migrants as the Solution

I get that news outlets believe they need to require readers to pay for content...but I'd love to see the abandonment rate when we all say no to a six-month subscription just to read one story. I'm guessing it's significant, but media seems not sophisticated enough to realize that sponsors will pick up the bill to get in front of us. Like YouTube.

So, I only have a short glimpse of a story from the LA Times (y'all really should be smarter) that suggests that hotels experiencing striking workers have turned to homeless migrants, who are all too eager to work, to fill those jobs.

The story further suggests that the DA is investigating that these hotels are underpaying these workers and are in violation of child labor laws.

So much to unpack here without the full story...but striking workers should expect scabs to slide into their positions. It's the downside of a strike; you can be replaced (especially in hospitality).

If hotels are under-compensating these workers, there isn't enough shame to be heaped upon them.

That homeless individuals are given a shot at a job that could elevate them to renting an apartment; how cool is that?

At the end of the day...hospitality must begin to treat and compensate their employees better. Strikes happen when work conditions reach the breaking point. That the hospitality workforce hasn't come back to pre COVID levels should say a lot. 

This is a sector that needs and deserves more respect.

 

New on the DMOU Podcast: Cannabis Tourism

Almost half of American States have legalized the recreational use of cannabis...but many DMOs in those States struggle with ways to promote the advantage they possess against States that don't. On this episode of DMOU, we talk with Brian Applegarth, the foremost expert in the intersection of cannabis and tourism, about how to escape the stigma...and focus on the health, wellness and inclusionary aspects of this amazing community asset. A fascinating episode.

New on the DMOU Podcast: Kara Franker

For DMOs that produce destination events, it often consumes months of staff time. Yet, Visit Estes Park turned a festival that a neighboring community was preparing to sunset into an event that garnered national media attention in just 100 days. CEO Kara Franker guests to tell the unique story of the revitalized "Frozen Dead Guy Days," an event that not only bolstered a need time on the calendar but also raised money for workforce housing and daycare initiatives. It's a stirring story of community collaboration you're not going to want to miss. You can find the conversation HERE.

And, while you're at it...check out the sensational video behind the story Kara tells on the podcast about backing a Room Tax increase to support local workforce housing and childcare.

Simply brilliant.

Smiles All Around

Walking back to my hotel after an early morning presentation to the Rockford Area CVB Board, I came upon a corner that made me smile (click image to enlarge). 

It was the stone in front of the Rockford Park District that read "Webbs Norman Center." Along with former CVB CEO Wendy Perks Fisher, Webbs was one of the early national visionaries that saw the potential in Sports Tourism almost 40 years ago. It was their early partnership that set into motion the transformation of Rockford Tourism. This video offers a glimpse of that relationship.

My smile grew larger when I noticed that the street in front of the Webbs Norman Center has been renamed Tim Dimke Drive...as Tim and his crew took Webbs' and Wendy's vision and expanded it even further with current RACVB CEO John Groh.

As I ducked into the sensational riverfront Embassy Suites Hotel for a quick bite before heading out, I had to smile again because I heard joy and laughter coming out of the kitchen...and that's a sound we've all missed over the past few years. But, there it was...and, as I surveyed my fellow diners, I could see how infectious it was for all of us.

And, that's just damn good management...the kind that empowers employees to have fun, please the guest and take incredible pride in their work.

Thanks Rockford...let's see if my next stop continues the streak.

Thanks, Jim

The things you see when you are "back of the house."

This is a shot (click to enlarge) of the underside of a conference table. Jim noted (with a Sharpie) that he repaired it in April of 1995. And again in June of 1995. And then in April of 1996.

And here it sits today, in 2023, still in service and leaning against a wall in a hotel, held together by duct tape.

So...did future repairs go unrecorded? Or did Jim's June '95 fix do the trick?

And...regardless...amazing that this table is still in service almost 30 years later.

Wisconsin...You're on Deck

Sensational news out of Illinois last week that their State Legislature has, on a bi-partisan vote no less, approved one of the best pieces of Tourism Improvement District legislation we've ever seen. Aided by our friends at Civitas Advisors, which recently assisted the launch of their 200th TID in Louisville, Land of Lincoln DMOs will soon be able to work with their local hotel communities to increase resources for Destination Marketing and Development.

Hey, Wisconsin? Your competitor to the South already has a sensationally better DMO grant program than you do (and has for almost 40 years). Gonna let them get even further ahead by continuing to sit on your hands?

Just sayin'

What Hoteliers are Thinking Today

Prior to the Plague, the best Destination Marketing professionals had a pretty good idea of what their hoteliers were thinking. But today? 

The DMOU podcast is back from Holiday Hiatus with STR's Vail Ross, talking about the new demands, pressures and opportunities facing today's hotel executives. And, it's one of over 100 conversations waiting for you in the DMOU vault.

And, be sure to subscribe on Apple Podcasts, Spotify or wherever you listen to podcasts to ensure that you're notified the moment a new episode drops. Because we're looking forward to a great 2023.

Game Time is Money Time

For those of us that have worked in the Destination Marketing field in University towns with a high-end football fanbase, this is as second-nature as walking down the street. But, for many outside our world, they have no idea how much the time of kickoff dictates how business thrives (or suffers) on game-day weekends.

Great story from the Lincoln Journal Star on how an 11am kickoff produces a completely different result on area businesses than a 2:30 start, featuring our friend Derek Feyerherm from the Lincoln CVB.

And congratulations on a great Husker win last Saturday, my friend.