At the time of writing, Hospitality Meets has now been downloaded in 113 countries (still looking for our first listener in Greenland). So this week, we've gone international and not only that, we managed to get some time with Denise Flanders, the General Manager of one of the worlds most legendary hotels, Hotel Bel-Air in Los Angeles (https://www.dorchestercollection.com/en/los-angeles/hotel-bel-air/).

We get through all manner of things including:-

• The view from Bel-Air
• The Bridge
• Moving to New York
• Joining Four Seasons
• Moving around the US
• Finding your home
• Aligning values
• Creating luxury hospitality
• Guests who knit
• The importance of relationships
• Culture
• Having confidence in the future
• The magical moments
• Kindness
• FUN!

This conversation is like an advertisement for hospitality heavily laden with compelling reasons as to why hospitality is so awesome and Denise talks so passionately about the industry from the outset.

She is someone who clearly has hospitality coursing through her veins and has a wonderfully calming tone throughout.

What a pleasure it was to chat to her and I know you will all take some great nuggets with you from this.

Enjoy!

This podcast uses the following third-party services for analysis:

Podcorn - https://podcorn.com/privacy
Chartable - https://chartable.com/privacy

00:00.00

philjstreet

Hello and welcome to the next episode of hospitality meets with me Phil Street now when I set this humble little show up nearly two years ago I wasn't sure who would listen and indeed where but here we are now as of today. It's listened to in 113 countries 111 yesterday. So I don't know where the other two have come from today. No idea how they keep finding me. But for today's guest in order to demonstrate the international flavor of hospitality and to keep our international listeners happy and I'm sure the Uk listeners will take benefit from this as well. We're crossing the seas. And specifically the Atlantic and not only that but we've gone to 1 of the world's most famous hotels none other than the hotel Bel Air which is part of the Dorchester collection and we've only gone and booked the general manager. Of that said hotel and that is the wonderful Denise Flanders welcome to the show.

00:55.50

Denise

Thank you Phil. It's great to be here and wonderful to be a guest of yours today. How are you.

01:00.76

philjstreet

Thank you very much? Yeah, no, thanks so much for for agreeing to do this ah a big shout out to actually Genio Pirri who's a friend of the show being on before he made the connection between you and I um, and I'd had a a dream in my mind to start. Ah, trying to I suppose track down some people from some of the world's most iconic hotels and and start showing the world. What wonderment is out there in the world of hospitality. Um, how is life in Bel Air.

01:31.67

Denise

Well we are you know Sunny California blue skies the sun is always shining and it's it's just great. We never closed during the pandemic. So we always remained open.

01:43.85

philjstreet

Right.

01:47.24

Denise

We kept all of our employees on board and you know coming out of it has been.. There has been challenges. But Overall what's really great to see is our local business is definitely never faltered when I say local I mean the the us. Definitely came back with a very strong rebound and our guests were great and happy to see that they had familiar faces here when when they returned which gave everyone a wonderful feeling of of feeling safe and protected and being familiar. Um. Coming back to familiar reality was was wonderful to see too.

02:28.41

philjstreet

Yeah, for sure. Yeah, well and um, you know be air in this part of the world is is known for sunshine but also the fresh prince of course I have to get that in there which is that do know whether I was right in this earlier on I was thinking of myself I'm not sure I could bring that up I mean that's.

02:39.56

Denise

Yes.

02:47.12

philjstreet

Fresh prince of Bela is actually quite topical this week because of said actions and in a certain awards ceremony. But in any case we shouldn't remember it for that.

02:55.19

Denise

You know we? um I know there's um, a lot of news out there today on that and I it's no some of it but I haven't really dived dove into it. But really, you know our hotel is situated in a residential community and it's something that. No one can really duplicate Today. We're on twelve acres we're surrounded by beautiful estates here as well and it's duplicated you drive up to belai and you don't even know you're at a hotel. There's no marquee. There is no port de c crochet.

03:27.29

philjstreet

Right.

03:32.75

Denise

Flags are flying and you just step out of your car and you see this wonderful bridge and you know that you're leaving one world behind and about to enter another world where you can live your life Beyond compare.

03:42.61

philjstreet

Fantastic, yeah, that sounds amazing sounds idyllic and I saw your face light up as you were describing that as well. That's I mean you've been at the property as we'll find out I'm sure as we want run through your your. Ah, history and story. Um, you've been there for a few years now but to see you still just light up when you're talking about that that kind of that sense of arrival almost of going over the bridge and yeah, you clearly are where you're meant to be.

04:15.95

Denise

Yes, I'm very fortunate and surrounded by a group of talented talented team members that bring it to life every single day and you know there are trials and tribulations for sure. But I think we we stay focused on who we are. Culture and knowing that we're bringing and creating special memories for our guest and for each other as employees of of as a team in um, the sense of community and bringing generations together. So that. There are future generations that can enjoy the the same benefits of what we bring to everyone today.

05:00.50

philjstreet

Yeah, fantastic, right? Well, let's get to it. Let's go all the way back to the beginning because the 1 thing that I I didn't do this when I first started this podcast but I didn't do a lot of research on people. But now I I like to do that but actually with you. It's kind of that moment for me whereby you go to an original movie or a musical or whatever and you don't really know the story. Um I don't know your story and I find that really exciting. So um, if you could tick us all the way back to the beginning. How did you get into hospitality in the first place.

05:36.00

Denise

Well, you know I started off um, going well going to college a local state college I grew up in Western Pennsylvania which is right outside of Pittsburgh and I was studying sociology and psychology and after four semesters. I wanted to just see what else was out there and you know I grew up with a family we would just take road trips along the East Coast and stay at Howard Johnson's and I always loved the brand Howard Johnson's back in the day because it was again. Something that was familiar. You saw the orns roof you know coming up along the side of the the highways and you know had a great pool, great restaurants. Um, and with that I took time off to. As I tell the team here to put my psychology and sociology to play and I you know was bartending. You know in Ocean City Maryland along some coastal resort areas in Maryland and and Delaware and then um I joined Hilton in the midwest but my. True career came to fluesian I think in New York when I joined the Hemsley Palace back in the mid 80 s I was there as a front office manager most of my exposure to hotels has been on the roomside and um from there.

07:04.60

philjstreet

Right.

07:10.90

Denise

I joined 4 seasons at the pierre hotel which was another been very fortunate to work in very iconic hotels that mean a lot to the community that have a lot of history to the community and I was with 4 seasons for 23 years

07:26.34

philjstreet

Wow nobody ever leaves 4 seasons that's ah it's the um as a recruiter I know that for a fact because I rarely get any 4 season Cvs so they must be doing something right.

07:29.18

Denise

Became a um.

07:41.13

Denise

They does and you know it's a fabric of the foundation of for me for luxury and what that meant back in the 90 s as the company was growing. You know I joined the 4 seasons when we had 17 hotels and I left when we had.

08:00.68

philjstreet

Right.

08:00.69

Denise

90 and I was one of 4 female gms at the time and I worked in Seattle Atlanta and Chicago so and when I was in Chicago I received a phone call from dorchester collection. It was right when the hotel Bel Air had just reopened as a legend reborn with a 2 year renovation and restoration and I flew out you know Bel Air was as you mentioned in the opening has always. Been on my radar I was you know I would visit when I was in la it was unique within itself of of what it offered to the community and it was one of those places similar to the pierre when I was in New York it was like 1 of those hotels. Would I ever be able to work at that hotel and I was fortunate enough to really have both dreams come true and I've been with the dorchester collection now for 10 years

09:06.40

philjstreet

Yeah, and that's that's to me as I said earlier on that it feels like you have found your home that you don't stay in the 1 place for 10 years if you're not happy that would be my first observation generally speaking. Unless you're um, unless you you like pain or suffering. Um, but um I think in your case certainly the way that you talk about the the property and but also just generally the your demeanor around it. It sounds to me like you like where could you go next.

09:40.12

Denise

But it's it's true. You know and you know I I was again fortunate and especially you know again with dorchester collection to you know, but align my values with the core values of the company and so you never have to.

09:41.71

philjstreet

To to make you that happy.

09:58.96

Denise

Compromise how you get work done and I think that the strength of dorchester collection even through our culture and coming out strong at the over the last two years is the strength of our our core values and our and that's. All about the passion for what we do and being able to use our own personalities in how we work with 1 another as well as creating the guest experience respecting each other and and knowing that you can't get it done alone and and working together and. Always looking at creative ways and of of getting work done as well to remain relevant and focusing not only on the guest experience but the employee experience as well. Which is is key.

10:49.24

philjstreet

Yeah, absolutely I did actually what you mentioned there around evolution because I mean the dorchester collection is a powerful brand in the world of luxury. But um I think you can if you rest on your laurels too much. In that Space. You can get left behind very very quickly and it's something that I think the company does incredibly well across all of its properties is this evolution because you I mean you said it yourself a legend reborn your your hotel had I mean how long has it been officially operating now.

11:22.93

Denise

75 years we just celebrated last year our seventy fifth year and it it certainly is.

11:26.40

philjstreet

Right? Yeah, so it's so it's ah it's an old lady of the um of the bal air scene. Um and part of the furniture. Um, but you know so but in order to be to remain successful as of you can't tick 75 year old mentalities can you and um. And move forward with it. You've got to continually be on the edge of of progression.

11:49.86

Denise

You do and you know yes, it's 75 years We have one of the most beautiful canvases to work from to create from. But again, it's capturing that one moment in time that you have in front of the guests to to bring that alive. You know of of their personal experience and it's you know people come here to create to write to write music to write plays to have business meetings to socialize to have a once in a lifetime event whether it be a wedding or a birthday. Or celebrating a birth of ah of a baby but at the same time It's how the team can adapt to what is happening in front of them and you know the art of hospitality is something that if you love diversity. Love something new every day. This is a great business to see it unfold and you being a part of that story that lasts for generations that people tell over and over again.

12:57.48

philjstreet

Yeah wow that that should be on a t-shirt right? there What you just said around around that it set. Yeah because I completely agree with you I mean that you know if if you're looking for the same thing over and over again. This is definitely not the industry for you? Um, but.

13:03.60

Denise

Oh.

13:16.75

philjstreet

You know that it's such a as you say a diverse industry in terms of the things that you come up against the people you meet the you know the the challenges that you face the the fun that you have you know it is a no two days of same type place to be.

13:29.98

Denise

You know, no and you know today there are you know the challenges that are out there are like no other right? we're we're working through the end of a pandemic social crisises. The political, the geopolitical items that are going on and you know. When people walk through as I said when people walk over the bridge. It's up to us to look at how we can alleviate that and and we do it by just ah building these really strong relationships with the guest as well as with each other because supporting each other. The the great times the not so great times also forms these connections that that are part of our that's a lifetime memory.

14:20.20

philjstreet

Yeah, absolutely did you always know that you that you wanted to move into to luxury at some point and in your career or was that something that you were introduced to and you went Oh hello this is this is for me.

14:35.34

Denise

I think well you know I started off with Howard Johnson's to the Hemsley Palace in New York and that was a huge step. But yes once I was introduced to it and that was mainly my that was my my core experience in New York when I was visiting.

14:41.49

philjstreet

Yeah.

14:55.26

Denise

Other hotels. It was part of the world coming to you and you being able to see it unfold not only on the news and what was happening but also and now today on on social media. But you can see it unfolding. In front of you and I think the the approach of protecting that is key to and and there's always this silent code within the hospitality industry. You know, like what stays in vegas remains in Vegas right? and.

15:30.31

philjstreet

Yeah.

15:32.79

Denise

And um, and that's a part of how we get work done here. It's it's not about you know, um, it's protecting the people that are are coming to you and you know with luxury at the helmsley palace it was one of the first 5 diamond hotels. In New York and it it was about the sleep experience. It was about large Tv screens and again that was the mid 80 s to bringing it forward to today. You know the experiences are even much more and that's where I go with the personal connections. It's. Not only creating. Um you know it's going from luxury to to legendary and that's what we strive for at dorches. Not only here at Bel Air but as a company with dorchester collection and we include that with our employees as well because our legacy are the employees are around us and.

16:20.53

philjstreet

Yeah.

16:29.49

Denise

And what they do every single day.

16:29.99

philjstreet

Yeah, and there's another single. No I teach I'm writing these down luxury to legendary I like that a lot and but you know I suppose at the end of the day. That's that's the evolutionary process as well is is you're responsible for creating. Experiences for people but that's not just the people who are paying you the money to be there. It's the people that you pay as well. Um, you know they've got to have a ah great experience while they're they're under your guard.

17:03.11

Denise

Definitely and you know I think that how we listen you know the similar patterns of how we listen to our guest is how we listen to our employees and if you know ah they are more in contact with the guest than than I am as ah as a general manager. Day in and day out. We had a ah family staying with us. Ah last summer and it was their first time together because of the pandemic and the the grandmother didn't really go out as much. And she stayed in her room knitting and our housekeeper coincidentally also loved to Knit and so as she was cleaning the room. Um, they started talking about their knitting habits and um, yeah, of course.

17:50.58

philjstreet

As you do? yep.

17:55.48

Denise

And then she just said stop cleaning I want you to sit here and knit with me and to have the employee feel comfortable knowing that that's what the guest wanted at that moment in time was okay so that if she didn't vacuum the room if she didn't clean the bathroom. Thoroughly but did it enough to the guest was satisfied with it. What? um that the grandmother wanted more than anything was companionship sharing knitting stories and having a wonderful conversation that lasted maybe 45 minutes the time it took to. Clean the room but she was happy with that. Her bed was made and the housekeeper came back to a room attendant came back to us and said you know I didn't clean the room but I knitted with the guest and we were like did the guest ask you to knit and she said yes and you know that's.

18:47.44

philjstreet

No I just I just did it because I fancied it. Yeah.

18:52.75

Denise

Ah, yeah, so you know it was. It's it's those moments where the the employees. Also it's a sense of confidence and that they know that they're doing the right thing at that moment because they're in front of the guest and this and they're reading the guest correctly.

19:07.32

philjstreet

Yeah, and you have to have the I suppose the confidence and trust um in your people to allow them to be themselves in that moment right rather than following a manual or following. Ah, you know the the best. Thing for that whole thing there was that's enhanced your guests experience and that's a memory that they will cherish and share with them rather than you know the fact that the bed was made perfectly which I'm sure it still was but the um you know that maybe that.

19:28.75

Denise

Oh.

19:42.17

philjstreet

Intricate attention to detail. That's normally there wasn't there this time but as you say the guest didn't really care about that. They just wanted to to talk knit.

19:50.71

Denise

For sure and you know purpose the sense of purpose that they feel that they belong to the success of this hotel by each experience that they create and it's the journey of where we are today and and who we are to what we will be in the future. And you know, always connecting that together with those stories and experiences.

20:11.24

philjstreet

Yeah, yeah, absolutely I feel like we might have to move on from knitting because I don't really have much to add other than I think it was knit one Peril one I think I remember that from for my primary school days but there we are um.

20:20.40

Denise

I Don't either.

20:28.80

Denise

It's been a long time for me to feel.

20:30.35

philjstreet

Yeah that's good. Um, yeah, okay, well um I did have another question for you. There. That's just completely gone out my head. But anyway we'll we'll come back to that that that's the um, that's kind of my brain really to be honest, um. So you've been here now for over 10 years Did you share I think it was yeah so um I think the 1 thing that I've picked up so far from the the property is is that generally speaking if and you can correct me if I'm completely off the mark here. But it's.

20:51.32

Denise

Yes, yes.

21:07.21

philjstreet

You said it kind of merges in with the local community in terms of its design and its architecture. So. It's not a hotel that you can emulate or is emulated anywhere else I can't think of anybody else in the world that has that kind of approach therefore it sounds like discretion is. Massively Important. It's a place where people can come and and be off the radar I suppose because it's It's not an in your face hotel.

21:33.85

Denise

amed Alfonso Bell back in the: 1920

22:32.20

philjstreet

Right.

22:49.48

Denise

hen we renovated back back in: 2009

23:35.73

philjstreet

Right.

23:43.67

Denise

Coming over the bridge and and being able to sit on the lawn and being able to to eat in the restaurant to enjoy neighbors and gather as a community. Not only from Bel air. But when I say community Now it's basically worldwide is what it's grown to.

23:57.72

philjstreet

Yeah, yeah, have I mean that's that's really cool I mean it's probably sets on a lot of people's lists as you know to a hotel that they would want to visit in their lifetime at some point and I certainly want to walk over this bridge now that you've mentioned on a couple of occasions. Um, because I do like to um I have a picture in my head now that I will not rest until I am walking over that bridge to see it for myself. Yeah, Absolutely we um, consider that done at some point for sure. Well we can travel again though. So um.

24:20.00

Denise

Okay.

24:26.45

Denise

We'll have to get you over here.

24:35.50

philjstreet

Let's see what happens but um, yeah, so um, that's kind of that's the past we will come back to the past actually because I'm going to ask you about stories, etc, etc. The ones that you can share. But um, what's what does the future hold for for the property Now. What's what are you in the midst of looking to try and achieve for the for the next phase.

24:56.14

Denise

We are focusing as we did through. We never really stopped through the pandemic. As I said you know we retained all of our employees nobody was was furloughed and the company itself also looked. Again of balancing that employee experience to the guest experience and really looking at you know, um, taking it and understanding what that guest experience is directly from the guest. So all of our feedback and we use a company by the name of medalia. Which we take very closely where guests after their stay really tell us it's it's as we said earlier, it's about we know that we can make a perfect bed but were we able to connect with you were we able to understand. What you were here for and deliver on our promises so you know moving forward and and the differentiator that sets us apart from other companies right now or the hotel companies is definitely the cutting edge of how we're looking at the guest experience and getting as much knowledge. Not only to the reservationists that are booking the reservations but also to that housekeeper to the server and you know to the spa attendant of knowing the guest before having enough information on the guest. So they feel comfortable having. Ah conversation with the guest and connecting with the guest and building those relationships because we pride ourselves and and that are what sets us apart is not only our graciousness on how we deliver the service. It's building the relationships. It's. Valuing that certain way of life while they're with our hotels and giving the employee confidence because the more knowledge they have not only understanding how to set up a table how to clean a room how to answer a phone. It is about. Knowledge knowledge about the hotel and knowledge about the guest. So you know we're we're moving forward and and understanding that excellence part so that as a team. Not only collectively here at Bel Air but you know all 9 of our hotels.

27:24.54

philjstreet

Yeah, it's such a ah massive thing now as well. Actually what you mentioned there around building relationships. It's the you can teach people of course all of the skills under the sun as long as they want to be taught. But it's actually the the relationships that will. Make people believe that they belong and if they feel connected to the people around them beyond the bones of their their job in inverted Com commas of course they're going to always go the extra mile and they're always going to go the extra mile. Not just for the guests. But for each other and that's.

27:44.76

Denise

As a.

28:02.45

philjstreet

When Sparks fly and that's when the beauty of of having a really engaged culture comes to life and and it seems to be something the more people that I speak to within your your organization. That's really really front and center and you know I'm a massive fan of genial anyway.

28:19.30

Denise

Let's have.

28:19.35

philjstreet

Um I would imagine he's he's got 1 or 2 things to see on the subject.

28:22.88

Denise

He does He helps. Um, he keep keeps keep us All. Ah he keeps off us all in line basically too. But you don't really have to I think you know I think the companies that that remain strong during Covid and coming out of Covid were ones that were. Stay true to their values right? and really walk the talk and you know now we are recruiting new employees and but the gap of because we retained our employees during Covid they are here to help us.

28:41.28

philjstreet

Yeah.

29:00.23

Denise

As Well to train the new team members that are coming on board in understanding our culture and understanding how we get work done and what it means to be legendary and and inform those connections and relationships. And so you know it's It's certainly not smooth and you know we we definitely have bumps in the road but we look to our strengths to ensure that and use those strengths to ensure that you know to get us through those moments and and be very open and upfront with our you. With our customers as well. Our guests.

29:37.74

philjstreet

Yeah, yeah, yeah I mean I think it doesn't matter how successful or unsuccessful a business is and where it's going. There are going to be bumps right? I mean you know you have to embrace the bumps along the way in order to make progress.

29:48.60

Denise

Ah.

29:53.94

Denise

For sure for sure and you know it's It's really relaying that message of ah of of a confident future so to to your point and your question on what the future lies. It's you know that sense of confidence that we can still. Evolve and and find create new ways for guests to enjoy our hotel and still remain relevant. But the relevance is definitely connecting with that guest experience and it's It's not about creating an elaborate. Ah, that we do that too. You know, um, a rival and having ah lots of amenities in the room. It's that personal touch of of really touching that moment of why they're there. Um touching. The heart of that and and capturing their hearts.

30:50.64

philjstreet

Yeah, and and that while that lives long in the memory doesn't it and and people are likely to want to come back if they've been made to feel very special. We have ah a thing in the Uk here around. We have a battle actually with with our government.

30:53.96

Denise

Yes.

31:08.30

philjstreet

Um, in the sense that they they don't seem to take hospitality particularly seriously um, forever using phrases like low skilled but I will always shout about this till the cows come home that the the ability to make somebody feel special is the greatest. Skill that exists on the Planet earth.

31:26.77

Denise

Oh for sure and you know that that art of graciousness and um I think the hospitality is always the first industry is always the first industry to get hit in the downturn right? when people start pulling back? um.

31:43.77

philjstreet

Yes.

31:45.94

Denise

And yes, it might be a little bit. It is different for for what we term luxury but you know going out to restaurants and so on and it's a people's lifestyle but I have seen you know first generation of of immigrants coming in and being able proudly to show me. You know the graduation of their their sons and daughters or granddaughters and grandsons from college for the first time and you know they were able to do that based on the you know their dedication to their career in the hospitality industry.

32:09.44

philjstreet

Yeah.

32:23.92

Denise

And the variety that's out there too. You know it's it's like operating a city. We have a finance department. We have a security department engineering. You know we work with a local organization called la promise fund and we had an intern. Um, in a high school senior come in and work in engineering for three weeks and you know he shared a video with us afterwards of his experience and it opened his eyes up to like the the sea of opportunities that are there and you know it's great that we can have a conversation today.

33:02.40

philjstreet

Um, yeah, um.

33:02.32

Denise

About that so that anybody out there listening you know can really explore that and it's in every city and every community there is a restaurant there are hotels and it's it's it's out there and available and the quality of life is is.

33:15.18

philjstreet

Absolutely. Yeah, and you that's you're absolutely right? That's something that doesn't get spoken about particularly often. It's always the the the businesses where the hours are long and all of these sorts of things that get the headlines all of the time but balance is available out there.

33:20.39

Denise

Good too.

33:38.10

philjstreet

Ah, within the the industry for sure.

33:39.21

Denise

Yeah, and I think as as hospitality, you know? Yes, there are positions that you can work from home. The majority of the positions. You cannot but it's looking at Okay, what can we do different differently and add to the environment. While someone is working here. Is it a little wellness corner where someone can go on their break and and release stress or just have a quiet moment or have a quiet area to call someone. You know while they're at work or check on their children and it's also understanding. Yeah, speaking of children single mothers looking at you know childcare and it's up to us to understand it and then see how we can work through it and and goes back to our culture.

34:31.31

philjstreet

Yeah, yeah, and the evolution of of everything as well and it's it amazes me that and I hate to use the phrase in this day and age but because that's me sounding like my parents again, but the um, ah.

34:32.59

Denise

The foundation of of how we work together and.

34:49.15

philjstreet

That we are still having to talk about things like that that they're not just in the natural psyche of things that they're not just naturally dealt with from business to business that we still have to be. You know if you're coming up with a solution to to make single mother's lives easier then this is. You know, an amazing thing rather than the normal thing.

35:10.63

Denise

Yes, and again I'm fortunate to work with um the company that I am am with right now and you know, but hopefully too people you know everyone does Market Surveys right? and they see what other companies are doing and yes.

35:27.22

philjstreet

Yeah.

35:30.49

Denise

You know and we as a hospitality industry need to look outside the industry to see what other industries are doing for their people as well to remain relevant and introduce. Maybe not the exact thing but a slightly different way of achieving the same objective and the employees.

35:35.25

philjstreet

Absolutely.

35:49.40

Denise

Value that they see that you're listening or they know that you're listening and they see that you're you're trying to um, understand it and again just like from our guest getting the employee feedback through meetings through 1 on 1 conversations they come up with the best ideas.

36:06.57

philjstreet

Yeah, yeah.

36:08.94

Denise

Um, and you know having and then as a leader it's up to us to put that vision together and see how we can execute it.

36:18.37

philjstreet

Yeah, absolutely I mean the the industry has the opportunity to be the most inclusive industry under the sun. Um, you know and to your point earlier on around ah the the diversity of opportunity. Basically you can. As you say yeah, it's like you're running a City. You've got so many different departments. It's not all just the obvious ones. There are so so many things going on behind the scenes. Um, and there's no barrier to entry for a lot of people as Well. You know you? Yes, There are nice to haves. But if you are literally coming out of school and you don't know what you want to do go and work in some hospitality businesses because you'll learn so many different things that whether you use them in hospitality or not they'll help you move forward.

37:07.92

Denise

Yeah, and again, you know some people are are in it for 5 years some are in it for 2 years but it's a transition for them. But you have a valid point they take the lessons learned from this and and and use it moving forward. But then their majority of the of the people are still here with us and the longevity of you know 10 year employees and 30 year employees at some of our other hotels is is quite amazing and. You know I always like to concentrate on the pause I understand when things go wrong, but I always like to stay focused on the on the positive on on what we are doing because things always do get better and I always believe the best is yet to come.

37:56.63

philjstreet

Absolutely.

38:02.69

philjstreet

Yeah, and you know that there's there's psychology behind this I'm absolutely sure. Um, you know that you think about these moments whereby you wake up with dread about something that's that's happening later that day that's going to take you outside your comfort zone or whatever it is. And the dread that you have is purely for that one moment in time and it's the same with any kind of adversity that that comes up in your life. Yes, there are days where it becomes troublesome. But um, you know there's always an end to any adversity.

38:24.77

Denise

Ah.

38:38.87

Denise

True and and I'm surrounded by experts in every level of employment here and I rely on experts. It's not. You know my decision alone and and that also so creates that sense of of community. And creating opportunities of of learning different things of shadowing in different departments to see if that is something that you would like to do and you know having very honest conversations on what are the strengths of our team. And what is lacking and how how will that strengthen the team by adding another team member or another personality with you know with different strengths and it's a balancing act every day and it's a constant conversation. It's something that you don't have once a year you can.

39:34.60

philjstreet

Yeah, yeah, yeah, yeah, but as soon as you take out one piece of the or one cog from the machine. The machine has changed doesn't it So you you have to figure out what cog you need to replace and I really apologize for referring to human beings as cogs. But anyway there we are.

39:34.32

Denise

Have it every day if needed to create that name.

39:41.56

Denise

Yes.

39:52.99

philjstreet

Um, great stuff. Well, you're um, as we've learned you've been in the industry for one or two years now um we you must have some stories from within your time I mean the knitting story was good I'm not going to lie that was that that was a good one but it. Are there any funny stories that you can share with us.

40:13.24

Denise

Um I don't well funny. Um, we have fun every day I think you know watching things unfold is is part of the joy and I can't give out any names. But. See legends in the hollywood industry meet each other for the first time in our restaurant is pretty extraordinary and one of them being right and one of them being shy to introduce one to the other and you see that unfold and you know.

40:37.22

philjstreet

Yeah, can imagine.

40:48.38

Denise

As you're watching it unfold I'm also watching the employees and it's wonderful. How you can be so present yet invisible to allow a connection like that to happen. Um to have a um fiftieth wedding anniversary on our front lawn. And having a Neil Diamond cover band playing music all night long and a young family coming over walking over the bridge and hearing the music and drawing them into the space of the open front lawn and peeking behind the um and the. Hedging that is temporarily put up. Um and you see their faces light up and then the host of the party invites the little girls who are under 10 onto the dance floor and again watching how our employees are instructing the photographer to take pictures.

41:33.76

philjstreet

Ah.

41:44.46

Denise

And later we created an album of you know these little girls dancing with a stranger and the the the fiftieth anniversary host laughing and enjoying it with them and it's the connection of generations there and strangers at the same time.

42:00.80

philjstreet

Um, yeah.

42:02.91

Denise

And then the father grabbing the little girl's hand and saying isn't this the best night ever. So you know it's It's moments like that I think that we're just so privileged to to be a part of.

42:14.28

philjstreet

Yeah, and I'll I'll take kindness stories as well for sure I mean Kindness Bres Kindness doesn't it and that that story actually has a great case and point there around you guys are delivering ah a wonderful hospitality package to to somebody who's experiencing ah, a. Ah, landmark event in their life and there you've put them into such a wonderful frame of mind that that kindness emanates outwards to the next interaction. Whatever that may be and in this case, it was a a you know father daughter who were peeking in that they could have quite easily have said. Get out here. This is you know is not your places is ours or whatever. But no, they wanted to welcome them in. So yeah, I'm going to start writing kindness stories down as well. Actually.

42:58.92

Denise

Yeah, yeah. And there's um, you know we we see you know public business transactions deals being made in front of us and seeing it in the headlines later. See books being published that we know that were written here. There's just you know it's just such a vibrant community and in that sense and and we're here to protect it and and like I think I said it several times. It's the employees knowing to your point. Our employees could have stopped the father and daughter saying that it's a private Party. You cannot enter but allowing them just to peek and then everybody making those connections it just all went into into sync and understanding that this is this is how we live Bel air.

43:55.27

philjstreet

Yeah, yeah, absolutely for sure so from your your career so far. Um, what would you say have been your your biggest lessons to date.

43:57.68

Denise

Simplest way I can put it working it and living it.

44:11.46

Denise

I Think the the yeah um, being authentic, always remaining true to who you are and you as an individual I have been exposed to so many things but I always stood in.

44:12.51

philjstreet

And that's a deep question I appreciate that.

44:31.24

Denise

Um, confidence of understanding and it was my own journey of personally you know, especially in leadership of understanding who I was and not trying to be anything more or less of that. Um, and I think you know, especially with. What we've experienced over the last two years is truly patients and and listening to people differently to truly understand where they are at understanding their journey and how do you put that together for a guest experience. Putting all of that together for a guest experience or and an employee experience and always having fun. You know it's um, it's life. What no life is too short and.

45:14.81

philjstreet

Here here at that doesn't that doesn't get talked about enough.

45:25.45

Denise

Yes, you want to remote and I guess you know Sunday night at the oscars was was a lesson and an an understanding of of patience and just understanding. You know people. Yes, people are more on edge but people are also. Ready for generosity and kindness as well and wanting to have fun and wanting to feel that okay, we're here to take care of you and in this industry. Yes, it does take a certain personality to understand that graciousness and the the.

45:47.31

philjstreet

Um, yeah.

46:04.55

Denise

Service of of the care of service that that art of care and the art of hospitality and it is a true art and it changes every day and and to me that gets my adrenaline and going and if it does for you versus sitting at home. Working on your computer. That's great too. But you can truly live a ah great life in this industry and witness the great life.

46:28.44

philjstreet

Absolutely I mean yeah, and and even just what you've spoken about there in terms of the stuff that must happen and ah happen in your lobbying and your food and beverage outlets and and all across your your hotel about the the things that have been written the things the deals that have been done. All of the things that happen behind closed doors that are just amazing and groundbreaking and life changing and you know world Shaking. Um and I mean that hopefully in a positive way. Um, you know it's all of this stuff happens in front of your eyes and you you get your front row seat to it.

47:04.24

Denise

I know I know and um and the employees here know that as well and you know that that code of confidentiality and seeing it. Unfold is is part of what. Makes them really proud to be here as well because we respect that with each other as well as with our guests.

47:22.54

philjstreet

Yeah, yeah, imagine waking up every day and not knowing what was going to happen. How exciting is that I think you got to be okay with surprises though. That's the um, that's the that's the one. Yeah.

47:38.54

Denise

It's filled with surprises. Yes, Absolutely absolutely.

47:42.80

philjstreet

Absolutely great stuff I was going to ask you? Um, what your your top 3 reasons for someone to join hospitality are but I think you've kind of covered that across the conversation I think there's probably wasn't three there. There was probably a great deal many more.

47:54.94

Denise

Yeah, definitely the the diversity right of of the world coming to you and all the different cultures and understanding Firsthand Culturally where people are are how they grew up where they came from the variety of opportunities. And exposure to the world right? and and fun just having fun.

48:16.11

philjstreet

Yeah, fun, fun, fun, fun was the the primary reason why I started this in the first place because I see I'm ah, a recruiter and I recruit for the industry and I obviously get to talk to a lot of people anyway in my job.

48:32.51

Denise

Listen this.

48:36.80

philjstreet

and um and I see a lot ah lot of good stuff all of the time and the 1 thing that never gets talked about is the fun and um and so that's why I I wanted to um, not I suppose produce a podcast. It's all about serious conversation. Although I'm always very happy to go there. But. Let's talk about the fun because it's it's everywhere and you don't even have to look that hard for it and yes there will be days where you'll wish you hadn't gotten out of bed but newsfsh that happens in every single job that you that you can ever imagine. So. Um, but this industry is riddled with fun.

49:12.57

Denise

It is and you know the execution of of creating a dinner for 200 people getting the timing out on time but you're standing right next to another coworker and everybody's focused on it and um. It's it's uplifting because you know you are part of creating a dream and it it happens in the front of the house in the heart of the house and you know you you laugh together and it's.

49:34.36

philjstreet

Now.

49:49.60

Denise

It's that sharing of that emotion in that moment in time that builds you know the the threads of of of of a team. It's true.

49:56.91

philjstreet

Yeah, and there's even fun in disaster. Um, and it might not feel like it at the time but how many disasters have we all been through that we look back on and go ah, do you remember that time when you know I dropped those 30 glasses of champagne or whatever.

50:16.47

Denise

I know.

50:16.72

philjstreet

Um, yeah, it's ah the fun is there. You just need to eat why you you don't even have to look that hard for it. But um, but go and find it if you're not finding it already.

50:25.90

Denise

Yeah, and it's it's a key message to show the team mistakes we have all made mistakes and we will continue to make mistakes. But it's our recovery and how do we recover together. Um, because again they know it's that confidence level that. That I know that they will go out and do it again and they'll do it the right way.

50:46.16

philjstreet

Yeah, yeah, absolutely excellent. Well um, if people would like to reach out to you to learn more about belly or the hotel you your career. What would be the best method for them to do that.

51:03.23

Denise

Um, ah probably via email. Um, it's http://denise.flandersatdorchestercollection.com yes

51:11.56

philjstreet

Wonderful easy as that fantastic. Well Denise thank you so much for sharing your story with us on the the podcast today. It's been a real privilege for me to have a chat to you I yeah I really need to do more of this more international chats needed.

51:28.92

Denise

Well, you know I also want to say thank you to you and your passion in opening up the doors and windows to hospitality and giving us a chance to talk about personal experiences. What? Yes, what everyone in the world and in this industry has. Gone through our Journeys because again, there's more positive stories out there to be shared and you're giving us that that avenue and then you to do so. So thank you for that from all of our hearts here at be air. Thank you.

52:01.46

philjstreet

Thank you very much. That's that means a lot to me I really appreciate it. Thank you so much to this I wish you all the best for the year ahead and beyond um over the bridge over the bridge for sure. Absolutely thanks to this.

52:06.69

Denise

Thank you good see Youtube bill wonderful and I'll see you in Del Air soon hopefully okay over the bridge. Thank thank you bye bye.

52:21.30

philjstreet

Take Care Bye bye.