hi my name is bill amongst many other things the guy with
amongst many other things the guy with
amongst many other things the guy with the least meaningful job title in any
the least meaningful job title in any
the least meaningful job title in any room of Industry colleagues that I stand
room of Industry colleagues that I stand
room of Industry colleagues that I stand in my titles stupid and I had to get to
in my titles stupid and I had to get to
in my titles stupid and I had to get to that in just a moment but let’s
that in just a moment but let’s
that in just a moment but let’s backtrack a little bit to try and figure
backtrack a little bit to try and figure
backtrack a little bit to try and figure out how that came to be have you ever
out how that came to be have you ever
out how that came to be have you ever really wanted something like any really
really wanted something like any really
really wanted something like any really one to something you worked for it
one to something you worked for it
one to something you worked for it you waited for it you strived for it and
you waited for it you strived for it and
you waited for it you strived for it and when you finally got it it was a bit
when you finally got it it was a bit
when you finally got it it was a bit yeah underwhelming as opposed to
yeah underwhelming as opposed to
yeah underwhelming as opposed to everything you hoped it would be
everything you hoped it would be
everything you hoped it would be perhaps it was a a toy in your youth
perhaps it was a a toy in your youth
perhaps it was a a toy in your youth perhaps you waited for the latest album
perhaps you waited for the latest album
perhaps you waited for the latest album of your favorite band perhaps it was
of your favorite band perhaps it was
of your favorite band perhaps it was elected office in my case thank you
elected office in my case thank you
elected office in my case thank you in my case it was about waiting to be
in my case it was about waiting to be
in my case it was about waiting to be something I wanted to be the guy I set
something I wanted to be the guy I set
something I wanted to be the guy I set out in this industry taking the garbage
out in this industry taking the garbage
out in this industry taking the garbage out literally when I was 15 years old
out literally when I was 15 years old
out literally when I was 15 years old and all I ever wanted to be was the man
and all I ever wanted to be was the man
and all I ever wanted to be was the man the holy grail of achievement for me was
the holy grail of achievement for me was
the holy grail of achievement for me was in three words those words were chief
in three words those words were chief
in three words those words were chief executive officer chief executive
executive officer chief executive
executive officer chief executive officer was my stepping off point on
officer was my stepping off point on
officer was my stepping off point on this road map to pride I became the
this road map to pride I became the
this road map to pride I became the chief executive officer I’d achieved
chief executive officer I’d achieved
chief executive officer I’d achieved everything that I had set out for and I
everything that I had set out for and I
everything that I had set out for and I said now I am he people will bow people
said now I am he people will bow people
said now I am he people will bow people who sprayed I have achieved everything
who sprayed I have achieved everything
who sprayed I have achieved everything that I set out to and I will be
that I set out to and I will be
that I set out to and I will be respected for it one of my favorite
respected for it one of my favorite
respected for it one of my favorite things to do in our company is
things to do in our company is
things to do in our company is orientation I love to go and personally
orientation I love to go and personally
orientation I love to go and personally welcome new people to the company and my
welcome new people to the company and my
welcome new people to the company and my very first orientation as a chief
very first orientation as a chief
very first orientation as a chief executive officer I realized how wrong I
executive officer I realized how wrong I
executive officer I realized how wrong I had been I realized that I had been in
had been I realized that I had been in
had been I realized that I had been in the pursuit of status and not the
the pursuit of status and not the
the pursuit of status and not the pursuit of purpose and that was made
pursuit of purpose and that was made
pursuit of purpose and that was made clear to me by the people I interacted
clear to me by the people I interacted
clear to me by the people I interacted with I asked people in orientation to
with I asked people in orientation to
with I asked people in orientation to tell me who they are and what do they do
tell me who they are and what do they do
tell me who they are and what do they do I said what do you do and this guy said
I said what do you do and this guy said
I said what do you do and this guy said my name is John and I’m a restaurant
my name is John and I’m a restaurant
my name is John and I’m a restaurant manager and I manage a restaurant so
manager and I manage a restaurant so
manager and I manage a restaurant so what about you she said my name is event
what about you she said my name is event
what about you she said my name is event I’m a cocktail server I serve
I’m a cocktail server I serve
I’m a cocktail server I serve hotels and they said who are you
hotels and they said who are you
hotels and they said who are you I said I’m bill I’m the chief of the
I said I’m bill I’m the chief of the
I said I’m bill I’m the chief of the executives they all had a purpose and I
executives they all had a purpose and I
executives they all had a purpose and I had a status so that moment I decided
had a status so that moment I decided
had a status so that moment I decided that as a leader I would concentrate on
that as a leader I would concentrate on
that as a leader I would concentrate on my purpose and not in my statement and I
my purpose and not in my statement and I
my purpose and not in my statement and I rebranded myself from Bill Walsh that
rebranded myself from Bill Walsh that
rebranded myself from Bill Walsh that she’s the executive officer I’d always
she’s the executive officer I’d always
she’s the executive officer I’d always wanted to be – bill was the chief pride
wanted to be – bill was the chief pride
wanted to be – bill was the chief pride officer I was always meant to be
officer I was always meant to be
officer I was always meant to be I think every business leader and
I think every business leader and
I think every business leader and particularly in hospitality is a chief
particularly in hospitality is a chief
particularly in hospitality is a chief pride officer irrespective of job title
pride officer irrespective of job title
pride officer irrespective of job title our job is to create environments that
our job is to create environments that
our job is to create environments that make people proud pride is probably the
make people proud pride is probably the
make people proud pride is probably the most potent force in business what
most potent force in business what
most potent force in business what happens when people are proud I look at
happens when people are proud I look at
happens when people are proud I look at my own industry and hospitality well
my own industry and hospitality well
my own industry and hospitality well what happens is that if our colleagues
what happens is that if our colleagues
what happens is that if our colleagues are proud absenteeism decreases turnover
are proud absenteeism decreases turnover
are proud absenteeism decreases turnover decreases productivity increases and
decreases productivity increases and
decreases productivity increases and it’s just a much more fun place to be if
it’s just a much more fun place to be if
it’s just a much more fun place to be if our guests are proud what happens well
our guests are proud what happens well
our guests are proud what happens well one thing which is quite profound is in
one thing which is quite profound is in
one thing which is quite profound is in these days of immediacy of communication
these days of immediacy of communication
these days of immediacy of communication through social media
through social media
through social media a proud guest becomes an advocate for an
a proud guest becomes an advocate for an
a proud guest becomes an advocate for an experience and a brand and they tell
experience and a brand and they tell
experience and a brand and they tell other people proud guests equals new
other people proud guests equals new
other people proud guests equals new salespeople they’re out around the world
salespeople they’re out around the world
salespeople they’re out around the world saying hey look where I was look what I
saying hey look where I was look what I
saying hey look where I was look what I did let me tell you about my experience
did let me tell you about my experience
did let me tell you about my experience I’m proud to share so here I am the
I’m proud to share so here I am the
I’m proud to share so here I am the chief ride officer of the company and I
chief ride officer of the company and I
chief ride officer of the company and I recognize that what we need is a way to
recognize that what we need is a way to
recognize that what we need is a way to harness the power and deliver and
harness the power and deliver and
harness the power and deliver and activate the power of pride within the
activate the power of pride within the
activate the power of pride within the organization hence the need for a pride
organization hence the need for a pride
organization hence the need for a pride driven ideology but what is pride this
driven ideology but what is pride this
driven ideology but what is pride this is a definition of pride pride is a
is a definition of pride pride is a
is a definition of pride pride is a personal commitment it’s an attitude for
personal commitment it’s an attitude for
personal commitment it’s an attitude for me people who run their businesses
me people who run their businesses
me people who run their businesses proudly and for whom pride is the end
proudly and for whom pride is the end
proudly and for whom pride is the end destination they’re the people who
destination they’re the people who
destination they’re the people who refuse
refuse
refuse for example to accept the word fine fine
for example to accept the word fine fine
for example to accept the word fine fine is the least acceptable word in the
is the least acceptable word in the
is the least acceptable word in the English vocabulary for anybody involved
English vocabulary for anybody involved
English vocabulary for anybody involved in hospitality I mean how can we accept
in hospitality I mean how can we accept
in hospitality I mean how can we accept this a guest stays in a hotel or a
this a guest stays in a hotel or a
this a guest stays in a hotel or a resort after 10 nights stay maybe it’s
resort after 10 nights stay maybe it’s
resort after 10 nights stay maybe it’s over festive we know how to charge high
over festive we know how to charge high
over festive we know how to charge high rates they check out the receptionist is
rates they check out the receptionist is
rates they check out the receptionist is checking them out looking at her
checking them out looking at her
checking them out looking at her computer now today I’m going to look how
computer now today I’m going to look how
computer now today I’m going to look how was your stay it was fine okay good
was your stay it was fine okay good
was your stay it was fine okay good it was fine okay good proud people don’t
it was fine okay good proud people don’t
it was fine okay good proud people don’t accept mediocrity mediocrity is a virus
accept mediocrity mediocrity is a virus
accept mediocrity mediocrity is a virus that will enter our businesses it will
that will enter our businesses it will
that will enter our businesses it will take it over eat us from the inside out
take it over eat us from the inside out
take it over eat us from the inside out and we will die proud people fight
and we will die proud people fight
and we will die proud people fight against the very concept of mediocrity
against the very concept of mediocrity
against the very concept of mediocrity so we need a pride driven ideology and
so we need a pride driven ideology and
so we need a pride driven ideology and what the ideology will become is the
what the ideology will become is the
what the ideology will become is the roadmap to success in a business with
roadmap to success in a business with
roadmap to success in a business with purpose not a business with status a
purpose not a business with status a
purpose not a business with status a business with purpose roadmaps are
business with purpose roadmaps are
business with purpose roadmaps are important here’s the thing I think that
important here’s the thing I think that
important here’s the thing I think that one of the greatest technology
one of the greatest technology
one of the greatest technology advancements to happen in many many
advancements to happen in many many
advancements to happen in many many decades was the creation of satellite
decades was the creation of satellite
decades was the creation of satellite navigation not only does it help us get
navigation not only does it help us get
navigation not only does it help us get from A to B I think it is the technology
from A to B I think it is the technology
from A to B I think it is the technology invention that has probably saved more
invention that has probably saved more
invention that has probably saved more marriages and relationships than any
marriages and relationships than any
marriages and relationships than any other for those of you old enough to
other for those of you old enough to
other for those of you old enough to remember what it was like sitting in the
remember what it was like sitting in the
remember what it was like sitting in the car going you know wait I think it’s
car going you know wait I think it’s
car going you know wait I think it’s upside down we should have turned left
upside down we should have turned left
upside down we should have turned left about seven miles ago that always led to
about seven miles ago that always led to
about seven miles ago that always led to interesting conversation satellite
interesting conversation satellite
interesting conversation satellite navigation does a couple of things it
navigation does a couple of things it
navigation does a couple of things it helps you to get from A to B usually we
helps you to get from A to B usually we
helps you to get from A to B usually we know where we’re going satellite
know where we’re going satellite
know where we’re going satellite navigation gives us the confidence for
navigation gives us the confidence for
navigation gives us the confidence for when we are faced with unexpected
when we are faced with unexpected
when we are faced with unexpected obstacles along the way because what a
obstacles along the way because what a
obstacles along the way because what a satellite navigation system does is it
satellite navigation system does is it
satellite navigation system does is it doesn’t change the destination it says
doesn’t change the destination it says
doesn’t change the destination it says recalculating and we as business leaders
recalculating and we as business leaders
recalculating and we as business leaders are the satellite navigation systems we
are the satellite navigation systems we
are the satellite navigation systems we are the gps’s
are the gps’s
are the gps’s of our business because when that
of our business because when that
of our business because when that business hits an unexpected obstacle our
business hits an unexpected obstacle our
business hits an unexpected obstacle our colleagues will look to us we cannot
colleagues will look to us we cannot
colleagues will look to us we cannot change the destination we have to figure
change the destination we have to figure
change the destination we have to figure out a different way of
out a different way of
out a different way of that’s what a road map in business is
that’s what a road map in business is
that’s what a road map in business is and we must maintain the ideology of an
and we must maintain the ideology of an
and we must maintain the ideology of an organization in that roadmap so we have
organization in that roadmap so we have
organization in that roadmap so we have the concept of pride and we have an
the concept of pride and we have an
the concept of pride and we have an ideology and it struck me that these two
ideology and it struck me that these two
ideology and it struck me that these two things need to come together and I was
things need to come together and I was
things need to come together and I was trying to figure out a way to do it and
trying to figure out a way to do it and
trying to figure out a way to do it and then I realized that hey I live in Los
then I realized that hey I live in Los
then I realized that hey I live in Los Angeles Los Angeles is the home of
Angeles Los Angeles is the home of
Angeles Los Angeles is the home of Hollywood what do we do in Hollywood
Hollywood what do we do in Hollywood
Hollywood what do we do in Hollywood when we have two different things that
when we have two different things that
when we have two different things that are coming together Ben Jennifer Brad
are coming together Ben Jennifer Brad
are coming together Ben Jennifer Brad Angelina
Angelina
Angelina Brangelina so I am pleased to announce
Brangelina so I am pleased to announce
Brangelina so I am pleased to announce to the world today my new concept for
to the world today my new concept for
to the world today my new concept for business my idea which is quite simply
business my idea which is quite simply
business my idea which is quite simply the idea of pride e ology I think that
the idea of pride e ology I think that
the idea of pride e ology I think that every business needs to put pride before
every business needs to put pride before
every business needs to put pride before profit profit is a byproduct of having a
profit profit is a byproduct of having a
profit profit is a byproduct of having a Purpose Driven organization that is
Purpose Driven organization that is
Purpose Driven organization that is fueled by pride many times we will talk
fueled by pride many times we will talk
fueled by pride many times we will talk about the journey through business and a
about the journey through business and a
about the journey through business and a business roadmap or a business plan
business roadmap or a business plan
business roadmap or a business plan being the A to Z of business I would
being the A to Z of business I would
being the A to Z of business I would challenge us to think of it not as the A
challenge us to think of it not as the A
challenge us to think of it not as the A to Z but the P to P and perhaps it’s the
to Z but the P to P and perhaps it’s the
to Z but the P to P and perhaps it’s the P to P through P it is the pride to
P to P through P it is the pride to
P to P through P it is the pride to profit through purpose and what we’re
profit through purpose and what we’re
profit through purpose and what we’re seeing happening today is we’re seeing
seeing happening today is we’re seeing
seeing happening today is we’re seeing ourselves living in a brand new America
ourselves living in a brand new America
ourselves living in a brand new America and I quite deliberately call it brand
and I quite deliberately call it brand
and I quite deliberately call it brand new America because it is an America of
new America because it is an America of
new America because it is an America of new brands it is an America of brands
new brands it is an America of brands
new brands it is an America of brands who are very clear on their purpose on
who are very clear on their purpose on
who are very clear on their purpose on their ideology and they create a
their ideology and they create a
their ideology and they create a relevant connection to an emerging
relevant connection to an emerging
relevant connection to an emerging consumer group who actually give a damn
consumer group who actually give a damn
consumer group who actually give a damn what you stand for and not just what you
what you stand for and not just what you
what you stand for and not just what you produce our industry has been fantastic
produce our industry has been fantastic
produce our industry has been fantastic for many years about talking about what
for many years about talking about what
for many years about talking about what we do
we do
we do we’re occasionally good at talking about
we’re occasionally good at talking about
we’re occasionally good at talking about how we do what we do and usually we suck
how we do what we do and usually we suck
how we do what we do and usually we suck when it comes to talking about why we do
when it comes to talking about why we do
when it comes to talking about why we do what we do
what we do
what we do the consumer that’s emerging today will
the consumer that’s emerging today will
the consumer that’s emerging today will no longer accept that they want to
no longer accept that they want to
no longer accept that they want to understand what is the DNA of a brand
understand what is the DNA of a brand
understand what is the DNA of a brand what is the heartbeat of a brand what
what is the heartbeat of a brand what
what is the heartbeat of a brand what makes us get out of bed in the morning
makes us get out of bed in the morning
makes us get out of bed in the morning how human are we as the people behind
how human are we as the people behind
how human are we as the people behind the brand on this slide there are a
the brand on this slide there are a
the brand on this slide there are a couple of my favorite examples let’s
couple of my favorite examples let’s
couple of my favorite examples let’s take Tesla I don’t believe for one
take Tesla I don’t believe for one
take Tesla I don’t believe for one second that Elon Musk woke up one
second that Elon Musk woke up one
second that Elon Musk woke up one morning and over his cornflakes said you
morning and over his cornflakes said you
morning and over his cornflakes said you know what if I take gas out of cars I
know what if I take gas out of cars I
know what if I take gas out of cars I think I can make a whole lot of money
think I can make a whole lot of money
think I can make a whole lot of money I think Elon Musk is one of the proudest
I think Elon Musk is one of the proudest
I think Elon Musk is one of the proudest people I have seen in business and what
people I have seen in business and what
people I have seen in business and what he set out to do from an ideological
he set out to do from an ideological
he set out to do from an ideological point of view was to accelerate the
point of view was to accelerate the
point of view was to accelerate the advent of sustainable transportation he
advent of sustainable transportation he
advent of sustainable transportation he was driven by a passion he wanted to
was driven by a passion he wanted to
was driven by a passion he wanted to make this planet a better place and he
make this planet a better place and he
make this planet a better place and he is proud of his contribution P pride P
is proud of his contribution P pride P
is proud of his contribution P pride P purpose P profit 57 billion dollar
purpose P profit 57 billion dollar
purpose P profit 57 billion dollar market cap if Elon Musk had set out to
market cap if Elon Musk had set out to
market cap if Elon Musk had set out to say I’m going to set up a company that’s
say I’m going to set up a company that’s
say I’m going to set up a company that’s gonna have a fifty seven billion dollar
gonna have a fifty seven billion dollar
gonna have a fifty seven billion dollar market cap I don’t know if he got there
market cap I don’t know if he got there
market cap I don’t know if he got there because I think that what has created an
because I think that what has created an
because I think that what has created an extraordinary brand in Tesla it’s
extraordinary brand in Tesla it’s
extraordinary brand in Tesla it’s similar to what Julian Elizabeth the
similar to what Julian Elizabeth the
similar to what Julian Elizabeth the founders of SoulCycle created now I’m 50
founders of SoulCycle created now I’m 50
founders of SoulCycle created now I’m 50 years old I know the reason that I may
years old I know the reason that I may
years old I know the reason that I may only look 49 and a half is because I
only look 49 and a half is because I
only look 49 and a half is because I frequently sit on a spin bike a bike
frequently sit on a spin bike a bike
frequently sit on a spin bike a bike that goes nowhere in SoulCycle
that goes nowhere in SoulCycle
that goes nowhere in SoulCycle Julian Elizabeth set up SoulCycle in
Julian Elizabeth set up SoulCycle in
Julian Elizabeth set up SoulCycle in order to rebel against fitness exercises
order to rebel against fitness exercises
order to rebel against fitness exercises that just felt like hard work and they
that just felt like hard work and they
that just felt like hard work and they created a mantra they created this
created a mantra they created this
created a mantra they created this culture they have an ideology and in so
culture they have an ideology and in so
culture they have an ideology and in so doing they created a tribe a community
doing they created a tribe a community
doing they created a tribe a community who came on the journey and I think last
who came on the journey and I think last
who came on the journey and I think last year at 125 million dollars in turnover
year at 125 million dollars in turnover
year at 125 million dollars in turnover another example of a business driven by
another example of a business driven by
another example of a business driven by purpose driven by proud people which
purpose driven by proud people which
purpose driven by proud people which ended up being extraordinarily
ended up being extraordinarily
ended up being extraordinarily profitable Shake Shack uber Airbnb all
profitable Shake Shack uber Airbnb all
profitable Shake Shack uber Airbnb all of the brands that are emerging in our
of the brands that are emerging in our
of the brands that are emerging in our landscape today that are making a
landscape today that are making a
landscape today that are making a difference in the world seem to me to be
difference in the world seem to me to be
difference in the world seem to me to be very clear of why they are doing what
very clear of why they are doing what
very clear of why they are doing what they’re doing
they’re doing
they’re doing and they put as much effort into
and they put as much effort into
and they put as much effort into articulating that for their colleagues
articulating that for their colleagues
articulating that for their colleagues for their business partners for
for their business partners for
for their business partners for stakeholders for customers as they have
stakeholders for customers as they have
stakeholders for customers as they have put effort into how they do what they do
put effort into how they do what they do
put effort into how they do what they do so we have our pride e ology we’ve
so we have our pride e ology we’ve
so we have our pride e ology we’ve written it up we have a mantra
written it up we have a mantra
written it up we have a mantra we’ve perhaps talked about it at heads
we’ve perhaps talked about it at heads
we’ve perhaps talked about it at heads of department meetings so it’s done
of department meetings so it’s done
of department meetings so it’s done no it’s not done activation activation
no it’s not done activation activation
no it’s not done activation activation activation the three most important
activation the three most important
activation the three most important components of bringing a pride e ology
components of bringing a pride e ology
components of bringing a pride e ology to life in any organization now as it
to life in any organization now as it
to life in any organization now as it happens Viceroy spur ideology I like to
happens Viceroy spur ideology I like to
happens Viceroy spur ideology I like to call the accidental ideology I had
call the accidental ideology I had
call the accidental ideology I had joined the company in 2012 I was the new
joined the company in 2012 I was the new
joined the company in 2012 I was the new chief executive officer I had just
chief executive officer I had just
chief executive officer I had just coming to terms with the fact and coming
coming to terms with the fact and coming
coming to terms with the fact and coming to realize that I was actually the chief
to realize that I was actually the chief
to realize that I was actually the chief bride officer and I was meeting with my
bride officer and I was meeting with my
bride officer and I was meeting with my senior team in Miami for the first time
senior team in Miami for the first time
senior team in Miami for the first time I was opening the first senior
I was opening the first senior
I was opening the first senior Leadership Conference since I joined the
Leadership Conference since I joined the
Leadership Conference since I joined the organization and I had no idea what to
organization and I had no idea what to
organization and I had no idea what to say
say
say so what I decided to say was what I had
so what I decided to say was what I had
so what I decided to say was what I had found in the organization and
found in the organization and
found in the organization and articulated in a way that would be a
articulated in a way that would be a
articulated in a way that would be a series of commitment statements to our
series of commitment statements to our
series of commitment statements to our colleagues and customers and challenge
colleagues and customers and challenge
colleagues and customers and challenge statements to ourselves this is it this
statements to ourselves this is it this
statements to ourselves this is it this is my ideology and it talks specific to
is my ideology and it talks specific to
is my ideology and it talks specific to hospitality about where we need to focus
hospitality about where we need to focus
hospitality about where we need to focus who we need to be and why we do what we
who we need to be and why we do what we
who we need to be and why we do what we do it talks about being hosts first and
do it talks about being hosts first and
do it talks about being hosts first and always being innkeepers our industry
always being innkeepers our industry
always being innkeepers our industry came from people opening up private
came from people opening up private
came from people opening up private homes to allow weary travelers in
homes to allow weary travelers in
homes to allow weary travelers in hundreds of years ago as they walked
hundreds of years ago as they walked
hundreds of years ago as they walked from point A to point B to keep them
from point A to point B to keep them
from point A to point B to keep them safe to keep them warm to keep them
safe to keep them warm to keep them
safe to keep them warm to keep them nourished that responsibility hasn’t
nourished that responsibility hasn’t
nourished that responsibility hasn’t changed we do it through a very
changed we do it through a very
changed we do it through a very contemporary lens we do it with an
contemporary lens we do it with an
contemporary lens we do it with an infusion of modernity but we must never
infusion of modernity but we must never
infusion of modernity but we must never forget where we came from there’s a lot
forget where we came from there’s a lot
forget where we came from there’s a lot of cool brands in hotels tell you what
of cool brands in hotels tell you what
of cool brands in hotels tell you what when I go to a party typically I find
when I go to a party typically I find
when I go to a party typically I find that the least cool person in the room
that the least cool person in the room
that the least cool person in the room is the person in the room trying their
is the person in the room trying their
is the person in the room trying their damnedest to be the coolest person
damnedest to be the coolest person
damnedest to be the coolest person right let’s not try to be cool if people
right let’s not try to be cool if people
right let’s not try to be cool if people say we are that’s a great compliment
say we are that’s a great compliment
say we are that’s a great compliment we’re innkeepers first second and last
we’re innkeepers first second and last
we’re innkeepers first second and last when I do orientation my favorite thing
when I do orientation my favorite thing
when I do orientation my favorite thing that I talk to that I put this slide up
that I talk to that I put this slide up
that I talk to that I put this slide up and we talk about it for 90 minutes
and we talk about it for 90 minutes
and we talk about it for 90 minutes minimum it’s not a presentation it’s a
minimum it’s not a presentation it’s a
minimum it’s not a presentation it’s a conversation we go through every line
conversation we go through every line
conversation we go through every line and we activate it
and we activate it
and we activate it some of my favorites are being unabashed
some of my favorites are being unabashed
some of my favorites are being unabashed provocateurs let’s create positive
provocateurs let’s create positive
provocateurs let’s create positive disruption all of the brands that I
disruption all of the brands that I
disruption all of the brands that I mentioned earlier SoulCycle uber Airbnb
mentioned earlier SoulCycle uber Airbnb
mentioned earlier SoulCycle uber Airbnb Tesla they’re positively disruptive
Tesla they’re positively disruptive
Tesla they’re positively disruptive brands but they’re disrupting to a
brands but they’re disrupting to a
brands but they’re disrupting to a purpose because disruption in its own
purpose because disruption in its own
purpose because disruption in its own right disruption without purpose is
right disruption without purpose is
right disruption without purpose is merely interruption it is noise for the
merely interruption it is noise for the
merely interruption it is noise for the sake of noise as opposed to noise for
sake of noise as opposed to noise for
sake of noise as opposed to noise for the sake of a cause positive disruptive
the sake of a cause positive disruptive
the sake of a cause positive disruptive brands are taking over the brand
brands are taking over the brand
brands are taking over the brand landscape and in order to have that
landscape and in order to have that
landscape and in order to have that confidence that courage other words
confidence that courage other words
confidence that courage other words spoken to in the ideology here you need
spoken to in the ideology here you need
spoken to in the ideology here you need to be comfortable with why you’re doing
to be comfortable with why you’re doing
to be comfortable with why you’re doing what you’re doing
what you’re doing
what you’re doing we talked about creating wealth now as a
we talked about creating wealth now as a
we talked about creating wealth now as a business we’re here to create well that
business we’re here to create well that
business we’re here to create well that should be obvious but I’m not talking
should be obvious but I’m not talking
should be obvious but I’m not talking about financial wealth the value the
about financial wealth the value the
about financial wealth the value the impact of the travel tourism in
impact of the travel tourism in
impact of the travel tourism in hospitality industry on the world in
hospitality industry on the world in
hospitality industry on the world in 2017 according to WTTC will be about
2017 according to WTTC will be about
2017 according to WTTC will be about seven point one trillion dollars I grew
seven point one trillion dollars I grew
seven point one trillion dollars I grew up in a small house in Limerick in
up in a small house in Limerick in
up in a small house in Limerick in Ireland I don’t get to use the word
Ireland I don’t get to use the word
Ireland I don’t get to use the word trillion very often but I am so proud to
trillion very often but I am so proud to
trillion very often but I am so proud to be part of an industry that has that
be part of an industry that has that
be part of an industry that has that impact on the world we educate people we
impact on the world we educate people we
impact on the world we educate people we feed people we make communities stronger
feed people we make communities stronger
feed people we make communities stronger and better for our guests look I run a
and better for our guests look I run a
and better for our guests look I run a luxury hotel company my guests don’t
luxury hotel company my guests don’t
luxury hotel company my guests don’t need me to create wealth for them
need me to create wealth for them
need me to create wealth for them they’re pretty wealthy people but the
they’re pretty wealthy people but the
they’re pretty wealthy people but the currency that they are in short is time
currency that they are in short is time
currency that they are in short is time up the most perishable currency that
up the most perishable currency that
up the most perishable currency that they have is time so if I help them to
they have is time so if I help them to
they have is time so if I help them to use that time effectively to generate
use that time effectively to generate
use that time effectively to generate memories that will last for a lifetime
memories that will last for a lifetime
memories that will last for a lifetime I’m fulfilling my ideology so as the
I’m fulfilling my ideology so as the
I’m fulfilling my ideology so as the chief activist so I’m a chief executive
chief activist so I’m a chief executive
chief activist so I’m a chief executive officer chief ride officer on
officer chief ride officer on
officer chief ride officer on company GPS and I’m the chief activist
company GPS and I’m the chief activist
company GPS and I’m the chief activist of the ideology I have to lead by
of the ideology I have to lead by
of the ideology I have to lead by example that everybody has to live it
example that everybody has to live it
example that everybody has to live it how do you know if it’s working well you
how do you know if it’s working well you
how do you know if it’s working well you know it’s working when it becomes part
know it’s working when it becomes part
know it’s working when it becomes part of the everyday vocabulary of your
of the everyday vocabulary of your
of the everyday vocabulary of your company when people talk to each other
company when people talk to each other
company when people talk to each other in the language of ideology when pride
in the language of ideology when pride
in the language of ideology when pride is very evident here’s the thing I dare
is very evident here’s the thing I dare
is very evident here’s the thing I dare you to try the next time you’re in your
you to try the next time you’re in your
you to try the next time you’re in your own place of business you’re walking
own place of business you’re walking
own place of business you’re walking down the corridor you see somebody you
down the corridor you see somebody you
down the corridor you see somebody you know walking towards you perhaps it’s
know walking towards you perhaps it’s
know walking towards you perhaps it’s George and you say warning George how
George and you say warning George how
George and you say warning George how are you
are you
are you and he says morning mr. Welch I’m fine
and he says morning mr. Welch I’m fine
and he says morning mr. Welch I’m fine two things had happened that I hate one
two things had happened that I hate one
two things had happened that I hate one nobody cares about the conversation two
nobody cares about the conversation two
nobody cares about the conversation two we accepted the word fine try this dare
we accepted the word fine try this dare
we accepted the word fine try this dare you walk down the corridor hey George
you walk down the corridor hey George
you walk down the corridor hey George hey mr. Welch Oh George how proud of you
hey mr. Welch Oh George how proud of you
hey mr. Welch Oh George how proud of you not how are you how proud of you I dare
not how are you how proud of you I dare
not how are you how proud of you I dare you if you have a business that does a
you if you have a business that does a
you if you have a business that does a colleague satisfaction survey or a guest
colleague satisfaction survey or a guest
colleague satisfaction survey or a guest satisfaction survey make it a colleague
satisfaction survey make it a colleague
satisfaction survey make it a colleague pride survey make it a guest pride
pride survey make it a guest pride
pride survey make it a guest pride survey have the courage to look people
survey have the courage to look people
survey have the courage to look people in the eye and say is how I’m doing what
in the eye and say is how I’m doing what
in the eye and say is how I’m doing what I’m doing making you proud at a doorman
I’m doing making you proud at a doorman
I’m doing making you proud at a doorman and yes Viceroy in Abu Dhabi two guests
and yes Viceroy in Abu Dhabi two guests
and yes Viceroy in Abu Dhabi two guests came out said we need to get to a
came out said we need to get to a
came out said we need to get to a reservation for restaurant relate there
reservation for restaurant relate there
reservation for restaurant relate there were no hotel car through no taxis he
were no hotel car through no taxis he
were no hotel car through no taxis he could have walked through door a door a
could have walked through door a door a
could have walked through door a door a would have been well you should have
would have been well you should have
would have been well you should have left more time to get here shouldn’t Jeb
left more time to get here shouldn’t Jeb
left more time to get here shouldn’t Jeb and he chose instead to walk through
and he chose instead to walk through
and he chose instead to walk through door B and he went through door B which
door B and he went through door B which
door B and he went through door B which led to the parking structure he brought
led to the parking structure he brought
led to the parking structure he brought up his own car and he put them in it and
up his own car and he put them in it and
up his own car and he put them in it and he got them there man was i proud of him
he got them there man was i proud of him
he got them there man was i proud of him and was he proud of himself so be your
and was he proud of himself so be your
and was he proud of himself so be your own chief pride officer have a pride e
own chief pride officer have a pride e
own chief pride officer have a pride e ology that feels your business use it as
ology that feels your business use it as
ology that feels your business use it as a road map and make it real and I hope
a road map and make it real and I hope
a road map and make it real and I hope you take away something from today that
you take away something from today that
you take away something from today that maybe changes the way you think or the
maybe changes the way you think or the
maybe changes the way you think or the way you act Danny Meyer the founder of
way you act Danny Meyer the founder of
way you act Danny Meyer the founder of the Union Square Hospitality Group
the Union Square Hospitality Group
the Union Square Hospitality Group changed the way I think 15 years ago I
changed the way I think 15 years ago I
changed the way I think 15 years ago I read his book setting the table Danny
read his book setting the table Danny
read his book setting the table Danny said service is present when something
said service is present when something
said service is present when something happens to you it becomes hospitality
happens to you it becomes hospitality
happens to you it becomes hospitality when it happens for you I have built a
when it happens for you I have built a
when it happens for you I have built a career
career
career that one phrase it has led to me being
that one phrase it has led to me being
that one phrase it has led to me being the chief pride officer of my
the chief pride officer of my
the chief pride officer of my organization it has led to everything
organization it has led to everything
organization it has led to everything that we talked about today and you know
that we talked about today and you know
that we talked about today and you know what I’m not finished yet my name is
what I’m not finished yet my name is
what I’m not finished yet my name is Bill Walsh I am the chief ride officer
Bill Walsh I am the chief ride officer
Bill Walsh I am the chief ride officer of the Viceroy Hotel Group thank you
of the Viceroy Hotel Group thank you
of the Viceroy Hotel Group thank you very much
very much
very much [Applause]
”
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