It’s hard to imagine a greater professional honor than to help lead an industry association which supported one’s earliest career steps. Reflecting on the past year, I’m filled with gratitude for your support and faith in the HFTP Global Board and Executive Committee, who are all as passionate as our stakeholders are to find genuine hospitality and community as the bedrock of our association.

A year ago in Austin, optimism of renewal was in the air after years of isolation and distance, and it’s been reassuring to experience first-hand the strong chapters, thriving regional events, joint initiatives with industry partners, and successful flagship HFTP events in my travels over the past year. Overall, the HFTP brand has demonstrated its resilience and strength, as has the hospitality industry it represents.

The lessons? Embrace the unknown and reconsider expectations of stability, with open hearts and minds. With bubbling global tensions, generational workforce transitions, changing competitive landscape, and the rapid advance of technology development (ChatGPT’s release last November established us firmly in the AI age), more roadblocks undoubtedly lie ahead.

In the spirit of HFTP’s adaptability to uniquely understand the industry’s pressing issues and assist stakeholders in finding solutions, below are a few highlights of the past year:

• We secured cooperation and a 10-year partnership with the American Hotel & Lodging Association (AHLA) and will publish the highly anticipated Universal System of Accounts for the Lodging industry (USALI) 12^th edition in early 2024.
• HITEC Toronto 2023 was a financial success with over 4,500 attendees and positive feedback, notwithstanding unprecedented travel issues and a competing event over the same period.
• We revitalized partnerships with the Asian American Hotel Owners Association (AAHOA), Boutique Leaders Lifestyle Association (BLLA), Caribbean Hotel and Tourism Association (CHTA), Singapore Hotel Association (SHA) and DMG Events (our local partners with HITEC Dubai) to find new opportunities for collaboration.
• We improved the pipeline and support for young professionals with the newly-introduced Emerging Leaders Program, held last month in conjunction with the HFTP Annual Convention in Indianapolis — and also facilitated the popular HITEC Young Professionals networking event again this year in partnership with AAHOA.
• We celebrated the influence, leadership and contributions of women in the hospitality finance and technology professions, with feature publications and networking events.
• We signed a letter of intent to partner with Kalibri Labs, AAHOA and HSMAI on a groundbreaking commercial strategy certification program for hoteliers to adapt to a world of digital disruption.
• We produced another successful Club Summit, a tailored event that attracted its largest gathering of club professionals in Denver, Colorado back in April.

Reflecting our HFTP culture and values, it’s been a great pleasure to celebrate the following HFTP honorees and high achievers over the past year:

• Geneva Rinehart, HFTP 2023 Paragon Award
• Sherry Marek and Mark Heymann, HFTP Technology Hall of Fame inductees
• Alan Young, President’s Award
• The 2023 HFTP Chapters of the Year: Maryland (A), Houston (B), Mid-Florida chapter (C), which also notably celebrated its 50^th anniversary, and the University of Houston Cougars (Student Chapter)
• Wayne Brett, CHAE of the Year
• Samuel E. Yalley, CHTP of the Year

On the road ahead and leadership:

I am delighted to report we’ve embarked on a comprehensive strategic planning exercise, the first in many years, which promises to be the most thorough. With the appointment of new Directors Asif Ehsan, Shannon McCallum, Tariq Valani and Robert Mandelbaum, as well as the appointment of Andrew Buwalda (previously a Director) on the Executive Committee, we’re in great shape to progress the agenda. Gratitude to HFTP Immediate Past President Mark Pate for overseeing the nominating committee process, and for a remarkable board appointee outcome.

To develop a pipeline of strong leadership for years to come, the Board has passed a rare update to the bylaws, ensuring the best-fitting industry leaders find a path to the highest levels of HFTP’s governance body. This is a legacy I am especially proud to have achieved together.

With Stephanie Anderson succeeding me as President (read her in-depth profile in the newly-released HFTP Women in Hospitality Finance publication), the board is truly poised for a productive and successful year ahead, and I look forward to supporting her.

With gratitude:

To my fellow board members: Barry, Chris, Fitzroy, Jim, Jonathon, Justin, Katerina, Kelly, Mark, Mohammed, Stephanie, and Prakash — thank you for your engagement, enthusiasm and contributions. A special thanks to Art, Eileen and Andrew (reappointed as an Executive Committee member) for their unique and valuable insights over the past four years — the most challenging period in HFTP’s history. Lastly a big thank you to Mark for his tireless commitment, calm leadership style, and for always making time for me to share his experiences.

To Frank: it’s been fascinating to work as closely together as we did and hard to imagine a better way to get to know you and your amazing team. The many industry contributions, optimism, enthusiasm, and commitment to HFTP over three decades are impossible to match, and it is reassuring to know you will continue to lead HFTP into the future, with a freshly renewed agreement.

To the highly capable HFTP staff, who have supported me extensively over the past year with travel, data, scripts and patience: it is appreciated more than you can know.

To you, the members and stakeholders: thank you for your faith in us as we represent your interests.

To my advisors, supporters, and friends: for the positive energy and influence over the years, who have helped me uncover my confidence, values, and even the courage to go off-script occasionally.

To my family: the understanding and support you’ve given over the years has made all of this possible — I couldn’t have done it without you and I’m glad you could experience my HFTP world.

For the sticklers out there still reading this: no doubt I’m approaching my word limit, but I close with an important call to action — please consider getting involved with HFTP as a volunteer. There are many ways to make a difference, develop leadership skills, and find a renewed passion for our industry. Follow this link for more information, and feel free to connect with me directly or a fellow member who is involved. We’d be happy to share our experiences.

Thank you for your support, and I look forward to supporting Stephanie and the rest of the HFTP Global Board as Immediate Past President over the upcoming year.

Sincerely,

Neil Foster, HFTP Global President #69

Read his past letters:

• Get to Know Neil Foster: Your New HFTP Global Board President, 2022-2023
• Letter from the HFTP Global President: Join Me in 2023 at these HFTP Global and Industry Events

The fundamental purpose and overarching mission of HFTP is to advance the hospitality profession by providing a forum for continuous learning and knowledge sharing. This goal to transform the industry through information and education is enthusiastically shared by Rinehart, who has nearly three decades of experience in industry publishing and event planning.

“Geneva’s tenure and editorial prowess at Hospitality Upgrade and Hotel Online has impacted literally thousands of hospitality professionals around the globe,” says Robert Gilbert, CHME, CHBA, president and CEO at HSMAI. “Editorial content under her leadership has consistently strived to educate all levels of hospitality professionals about the role, the implications, and the return on investment of technology solutions and applications. … It’s clearly not just a job for her.”

Dan Kornick, chief information officer at Loews Hotels & Co. on Rinehart’s achievements, “Her efforts in editing, producing events and driving engagement with industry leaders and vendors have certainly made a significant contribution to the hospitality industry as well as HFTP in terms of informing and shaping the communications in our industry.”

Her publishing career first began in 1995, following the launch of Hospitality & Automation, a small hotel technology newsletter produced by Hospitality Upgrade founder and publisher Rich Siegel that predates the magazine we all know today. Rinehart’s ability to understand and write about technology in an easily digestible, enjoyable way made her a compelling and obvious first hire for Siegel. “It’s my pleasure to have been welcomed into the hospitality industry for my entire career and given the opportunity to combine my love of technology with my love of media,” said Rinehart. “Technology is exciting, and we are passionate about sharing technology with the industry.”

Rinehart’s pioneering spirit led to the introduction of the magazine’s first digital edition in 2003, which incorporated cutting-edge technologies such as QR codes, augmented reality, video and multimedia. In 2017, she curated a special publication on the history of technology for the hotel industry and compiled Hospitality Upgrade’s Marriott Americas’ IT edition. She also played an integral role in developing and revamping the Hospitality Upgrade and Hotel Online websites and newsletters.

Rinehart also possesses a unique ability to share stories and insights from industry visionaries – from Jon Inge and Sally Kelly to Douglas Rice and Mark Haley – many of whom are also dedicated, long-time HFTP members. In collaboration with HFTP International Hospitality Technology Hall of Fame inductee Sherry Marek, she has created a collection of mentor articles to encourage and inspire industry professionals. “These stories that Geneva curates make our industry more humane and transparent, [and make] us all better at listening and being receptive to learning,” says David Chestler, president at PROVision Partners.

HFTP and Hospitality Upgrade are long-time allied partners, working together to develop hospitality technology information and resources. Throughout the years, Rinehart has been a staunch advocate of the association, its technology events, and the close strategic partnership with her publication. She has been a driving force behind key industry conferences, including the Executive Vendor Summit and the CIO Summit, two popular Hospitality Upgrade events that she has collaborated with HFTP to coordinate the past few years. And she is omnipresent at the HFTP-produced global hospitality technology event, HITEC® – where Hospitality Upgrade is featured as the exclusive technology magazine for HFTP.  “As an active member of the industry, Geneva’s energy and enthusiasm for promoting HFTP events knows no bounds,” praises Sherry Marek of Aiken Street Consulting. “Her commitment and dedication to the HFTP brand and her cheerful personality makes her an absolute joy to be around.”

“Geneva participates fully in our industry by attending many events throughout the year,” says Lisa Martin, regional director hotel finance at Davidson Hospitality Group. “She has a way of bringing people together for discussion, dialogue and debate and when all is said and done, there is a cohesiveness in the outcome. Geneva is a perfect example of hospitality. She welcomes all to the table with kindness and grace.”

Rinehart on receiving the HFTP Paragon Award in 2023, “I’m honored to be selected as HFTP’s 2023 Paragon Award recipient and join an impressive group – many of whom are on my personal admiration list. I’ve had the great pleasure of collaborating with so many industry groups, leaders and professionals over the years with Hospitality Upgrade Magazine, The CIO Summit and the Executive Vendor Summit. And it definitely helped to have surrounded myself with amazing people who are dedicated to the cause, always push the bar higher, and are never afraid to try something new. The HFTP team has been absolutely fantastic to work with on our many projects and events, and I thank them for this recognition.”

The fast pace of change highlights the need for adaptability and ability to distinguish between tech trends that are truly revolutionary and those that might be just fleeting fads. In this context, blockchain seems to be offering both promise and controversy in its potential to reshape the industry.

The Promise

Blockchain technology, at its core, is a decentralized and immutable ledger that brings transparency, security and efficiency to various industries, including hospitality. Here’s how it fuels several innovations:

The Backbone of NFTs

Non-fungible tokens (NFTs) are revolutionizing the concept of ownership in the digital world. They are one-of-a-kind digital assets based on blockchain technology. In the hospitality sector, NFTs can be leveraged as a medium for enhanced customer loyalty programs. Embedding NFTs into hotel loyalty programs allows creating unique and collectible digital experiences for guests, promoting customer loyalty and engagement. By embracing NFTs, businesses can demonstrate a forward-thinking approach and create new revenue streams.

Enabling the Metaverse and Web3

The Metaverse is the immersive, interconnected virtual world that is becoming more integrated with our daily lives. Blockchain played a foundational role in creating the Metaverse by ensuring the ownership and authenticity of digital assets within this digital universe. In a world where guests might interact with virtual hotel rooms or participate in virtual events, blockchain ensures the provenance of these assets and transactions, enhancing trust and security.

Supply Chain Transparency

Blockchain’s distributed ledger technology provides end-to-end transparency in the supply chain, a particularly crucial aspect for the hospitality industry. Guests today are increasingly conscious of the sourcing of products and the sustainability of their choices. Blockchain allows hotels and restaurants to demonstrate a commitment to transparency and sustainability by tracing the origin and quality of their products.

Preventive Maintenance and Sustainability

Preventive maintenance is critical in the hotel industry to ensure the comfort and safety of guests. Blockchain can facilitate predictive maintenance by monitoring and maintaining equipment and systems in real-time, reducing downtime and improving operational efficiency. This approach also aligns with sustainability efforts by reducing energy consumption and waste, reinforcing a commitment to eco-friendly practices.

The Controversy and Challenges

While the promise of blockchain in hospitality is clear, implementing this transformative technology is far from straightforward. Several controversies and challenges surround the integration of blockchain in the industry:

Complexity

Blockchain technology might be confusing for people unfamiliar with its sophisticated structure and cryptographic concepts. For a non-tech person, navigating the landscape of blockchain platforms and solutions can feel like a daunting task. The complexity of blockchain frequently makes fully realizing its potential difficult.

Costs

The initial investment required to integrate blockchain into existing systems can be significant. From acquiring the necessary hardware and software to training personnel, the costs can deter businesses, particularly smaller establishments, from taking the leap into blockchain technology.

Legacy Infrastructure

The hospitality sector often relies on legacy systems that may not readily communicate with modern blockchain solutions. The integration process can be time-consuming and costly, making it difficult to transition from the old to the new smoothly.

Lack of Knowledge and Awareness

Many hospitality professionals may lack the knowledge and awareness needed to navigate the blockchain landscape effectively. Understanding the various blockchain platforms, selecting the most suitable one, and creating a compelling use case that guarantees a return on investment (ROI) are all challenging tasks.

Overcoming the Challenges on the Path to Transformation

Navigating these challenges often requires the involvement of technology partners who possess both blockchain expertise and a deep understanding of the hospitality industry. These partners can bridge the knowledge gap and help create tailored blockchain solutions that align with business goals and operational requirements.

However, it’s also essential for hospitality professionals to educate themselves about blockchain technology. In an era where technological innovation is the industry’s heartbeat, knowledge is power. By gaining a solid understanding of blockchain’s capabilities and limitations, we can comfortably lead innovation efforts and assess use cases that are relevant to our business. It’s this very need for knowledge and guidance that my book, “Blockchain for Hospitality and Tourism,” aims to address.

In conclusion, while the implementation of blockchain in hospitality poses challenges, education and the right technology partners can pave the way for a brighter future. As the industry embarks on this technological journey, it’s crucial that professionals become well-versed in the world of blockchain, ensuring they’re not just passengers but also navigators of this transformative landscape.

Dominika Duziak is a past HFTP research scholar and author of the book, “Blockchain for Hospitality and Tourism.” During her MBA program in International Hospitality Management at the Emirates Academy of Hospitality Management in Dubai, UAE, Duziak focused on business applications of Blockchain technology in the hotel industry. 

When did you first know you wanted to be in the hospitality industry and what is your favorite part?  

Growing up, our family took two-week summer vacations each year. We packed up the car and drove up and down I-95 on the east coast visiting every museum, tourist attraction, beach and battlefield there was. At night, we would stay in Holiday Inns, Howard Johnsons and Ramadas and I thought it was the coolest thing in the world. When I found out you could actually get your degree in Hotel Administration, I knew that was the path I wanted to take. 

My favorite part of the hospitality industry is the people – all service-oriented and lots of fun. I also enjoy a nice hotel stay that provides great personal service, no matter if it’s economy or luxury. 

What do you find valuable about your membership with HFTP?

Professionally and personally, I enjoy hanging around fellow hotel data nerds that appreciate a hotel financial statement and know that there is more to hotel metrics than just RevPAR. 

Why did you want to join the HFTP Global Board?

When I join organizations as a volunteer, I want to be a doer. I have thoroughly enjoyed serving on various HFTP committees over the years. Seeing and appreciating the passion of current and past board members made me want to join that group. 

What HFTP initiatives are you interested in contributing to during your time on the board?

My greatest knowledge is in the hotel industry; I am not a club or technology person. Therefore, I have a keen interest to provide guidance and leadership for HFTP initiatives that aim to attract and benefit hoteliers. 

I really enjoy the opportunity to reach out to my contacts within the hotel industry and invite them to be presenters at HFTP events. Therefore, I would like to continue to assist in the development of the educational programs at HFTP events. I have also been involved in hospitality research for the past 30 years, and knowing HFTP sponsors research has me hoping to contribute to that area as well. 

How will your previous experiences help HFTP?

One of my biggest assets is the network of hotel industry friends, colleagues and clients that I have built over the past 40 years. I use that as a source for both guidance and favors. I also have leadership experience within other associations. I know the challenges of attracting members, developing succession plans for leadership, retaining active chapters, changing by-laws and more. 

Describe a professional experience/anecdote that you will always remember (e.g. installing a new software system, a funny mishap, a deserved promotion, etc.).

Early in my career, I served as the assistant controller at a hotel that was scheduled to close within the next 12 months. Management assigned me the task of preparing a budget for the year that would minimize the loss the hotel was expected to take. One of my recommendations was to have the hotel switch from onsite accounting to centralized accounting in the corporate office. Management accepted that recommendation and I effectively eliminated my own job. Fortunately, I was able to quickly find employment at Pannell Kerr Forster and have been working in the consulting and research environment since then. 

Do you have any hobbies outside of your profession?

I know it’s not significantly outside of hospitality, but I really love to travel.  One of my goals is to visit all seven continents and all 50 of the United States.  By attending the 2023 HFTP Annual Convention, Indiana will become my 49th state. All that’s left is South Dakota — Mt. Rushmore, here I come! 

When did you first know you wanted to be in the hospitality industry and what is your favorite part?

I started working in hotels when I was in high school as there was a luxury property a mile away from my home in British Columbia. When I was 16 years old, the property hosted a Commonwealth of Nations gathering that included Margaret Thatcher, the Sultan of Brunei, Rajiv Gandhi and the Prime Minister of Canada among other high-level international dignitaries. To be a part of such an enormously important event made me realize what an exciting world hospitality could be. 

Although I was originally headed for law school, I stayed in hospitality and had a wonderful journey that has been both exciting and fulfilling. My favorite part of the industry is building relationships with team members and guests. It’s so rewarding to be able to make an impact on the lives of others. 

What do you find valuable about your membership with HFTP?

In 2010, I joined the newest, most technologically advanced mega-casino resort in Las Vegas and needed to understand and plan the replacement of in-room devices as they became outdated. Attending HITEC with my corporate technology team became an annual event that allowed us to look for new and innovative products and connect with our existing vendor partners. It also allowed us to be on the same page for the next steps in technology, not only for my property but for our company as a whole. I joined HFTP to continue to learn and grow my knowledge base, and to become a more effective and informed decision-maker. 

Why did you want to join the HFTP Global Board?

Over the years, I have really enjoyed my participation in the HITEC Advisory Council, both as council member and most recently, as a co-chair for the 2023 gathering in Toronto. I have noticed the overall absence of other hotel operators when it comes to being involved with HFTP and attending HITEC. Now that there is even more technology being introduced into our daily operations, it is crucial that we understand the direction of our industry and be able to make decisions on what solutions are the best fit. I hope that I can reach more general managers and high-level operations professionals so they can learn more about hospitality innovation and be a part of the decision-making process for their organizations. 

What HFTP initiatives are you interested in contributing to during your time on the board?

I look forward to understanding and supporting the ongoing strategic initiatives that the past and present board have been working on and help achieve existing goals. I also hope to participate in initiatives to drive membership for new hospitality professionals embarking on their careers, as well as attract existing hoteliers who need to catch up on their technological knowledge as hospitality continues to automate. 

What are some newer benefits and features of the association that you appreciate/have taken advantage of?

I appreciate the focus on diversity and inclusion that HFTP has incorporated into meetings and events. It is critical to get a wide range of perspectives in our business to attract new members to the association. 

How will your previous experiences help HFTP?

My unique professional background not specific to finance or technology brings an alternative perspective to the association. Encouraging more operational individuals to get involved in HFTP and attend seminars and conferences allows for better and more informed business decisions when adding technology or working with finance experts on the return on investment to their properties. Operators tend to play a large role in decision-making for new technology at their properties, and their presence is valuable to the vendors who collaborate with HFTP. 

Describe a professional experience/anecdote that you will always remember.

My most proud past achievement was the development of mobile check-in technology for my former property. We had a hard-working team of operations individuals and technology team members that partnered with several vendors to enable this capability, which was a first for our company. Not only was the digital check-in a success at our property, but the organization also adopted this as the basis for the entire company. Being a part of this innovation is now critical for any hotel, as it has become the minimum expectation when traveling to have options for arrival to a property.   

White River State Park 

White River State Park (WRSP to its friends) is located immediately to the west of the JW Marriott Indianapolis and boasts a stunning 250 acres of unique green space and cultural attractions, from Military Park and the White River itself to the Indianapolis Zoo, Indiana State Museum and a premier outdoor concert venue, the TCU Amphitheater. The only urban state park in the country, WRSP is one of the largest and most visited tourist destinations in Indiana, welcoming approximately three million visitors each year. 

Eiteljorg Museum

North of the Marriott stands the Eiteljorg Museum of American Indians and Western Art, the only museum of its kind in the Midwest. From its opening in 1989, the Eiteljorg’s mission has been to inspire an appreciation and understanding of the art, history and cultures of the Indigenous peoples of North America and the American West. Artists-in-residence and community outreach programming are frequent events on the museum’s calendar beyond its perennial exhibitions and permanent collection. 

NCAA Hall of Champions

The NCAA Hall of Champions, northwest of the Annual Convention venue, is home to two levels of interactive exhibits designed to engage visitors and create a true-to-life understanding of what it takes to make the grade. Visitors are treated to a spectacle featuring all 1,000+ colleges and universities including trivia challenges, video highlights, virtual sports simulators and artifacts donated from schools across the nation. 

Victory Field

While the Indianapolis Indians (a triple-A affiliate of the Pittsburgh Pirates) only play the field from April to September, this minor league ballpark just south of the Marriott hosts a variety of events and tours year-round. Named one of the best minor league stadiums in the country by outlets including Baseball America and Sports Illustrated, Victory Field holds over 14,000 fans and was named by American Institute of Architects (AIA) Indianapolis members is 2021 as one of the ten most “architecturally significant” post-war buildings completed in the city. 

Circle Centre Mall

Looking for a little retail therapy after education sessions are through? Check out the Circle Centre Mall just a short walk further into downtown, home to dozens of retail, dining and entertainment options within its four levels. It is directly connected through the Indianapolis skywalk network to the Indiana Convention Center, Lucas Oil Stadium and twelve area hotels, including the JW Marriott Indianapolis. 

Ready to Pack Your Bags?

As you set your itinerary to celebrate Fall in Indy next month, have you also made all your plans to attend the HFTP 2023 Annual Convention? This year’s conference will be held October 18-20 at the JW Marriott Indianapolis. Be sure you are registered to attend and book your hotel room today. See you there!

As if dealing with your members’ demands is not hard enough, club leaders like you must also work to ensure your club — whether it’s a country, city, golf, yacht or other type of club — does not encounter legal issues from employees, members or guests. And that means you must make critical decisions about how to run your club without exposing it to more traditional (and even nontraditional) liability concerns.

With such responsibility placed on so many club leaders’ plates, I’ve been asked to help HFTP members and stakeholders be better prepared to deal with the most important legal and HR concerns facing clubs. To that end, I’m presenting a session at the HFTP 2023 Annual Convention entitled, “Be Prepared: Legal and HR Updates for Club Leaders.” Sounds fun, right?! Trust me, it will be (or maybe just terrifying!).

As an example of how fun (or terrifying) the session will be, one of our first topics will touch on how to deal with gender identity issues at the club. For almost every other industry, this can be a very difficult legal issue to navigate. For the private club industry, there is a bit more clarity regarding how you should react if a question of bathroom or locker room use or participation in a member tournament comes up. But beware…if not handled correctly, legal and reputational damages could overwhelm a club.       

We will also hit on how clubs classify independent contractors. With so many of these workers on the payroll, club leaders tend to treat them just like employees. Regrettably, a new Department of Labor regulation will force you to reevaluate how you interact with these workers or face significant liability.

In addition, we’ll explore how to deal with state laws regarding your employees’ marijuana use — removing the purple haze of misconception caused by numerous state and federal laws on the subject (see what I did there?).

Finally, we’ll dive into one of the fastest growing legal problems for clubs: pickleball noise complaints. This new legal issue can draw in local governments and your club’s neighbors as you make room for the fastest growing sport in the world. 

In this day and age, there is no doubt that you have a lot on your plate. To ease that burden a bit, this interactive session will provide you with the tools needed to best protect your club from unwanted litigation and allow you to focus on all of your other little tasks (like making budget or presiding over the creation of a new master plan…you know, the simply stuff).

I can’t wait to see you at HFTP’s Annual Convention in Indianapolis on October 19. The session kicks off at 12:45 p.m.!

Brad Steele, J.D. is founder of Private Club Consultants (PCC), which provides in-depth legal and operational answers for private clubs in America. He is a speaker at the HFTP 2023 Annual Convention, taking place October 18-20 at the JW Marriott Indianapolis in Indianapolis, Indiana USA.

When did you first know you wanted to be in the hospitality industry and what is your favorite part?

I didn’t – I actually ended up getting a job in the IT department of a hotel management university which gave me exposure to the industry. The more exposure I got, the more I was hooked. I tried moving to banking and consulting but there was always something missing in those fields. There’s nothing like the human connection and the relationships you build in the hospitality industry, not to mention the beautiful environment and diversity of meeting guests and colleagues from all over the world. 

Why did you want to join the HFTP Global Board?

After being a part of the organization as a member and seeing the impact that the HITEC Advisory Council had, I wanted the opportunity to serve and do more. 

What HFTP initiatives are you interested in contributing to during your time on the board?

I believe that the association’s educational opportunities such as certifications have a lot of potential. I’d like to be involved in the continued global expansion of the organization, as well. 

What is a hobby or interest of yours outside of hospitality? 

I love playing golf — I wish I had more time for it! 

When did you first know you wanted to be in the hospitality industry and what is your favorite part?

I spent the first decade of my career managing operations for various companies including retail, automobile rental and cash management. However, I wanted to build my career in either finance or accounting, so I decided to go back to school in 1996. After graduating with a degree in finance three years later and interviewing with a few companies, I realized I didn’t want to be involved in investments that may jeopardize people’s life savings and the guilt associated with it. 

I decided instead to join the hospitality industry and was hired as a controller with IHG in 2000 in Houston. I enjoyed the accounting and hospitality industry so much that I never looked back. The expansive nature of the hospitality industry and ample opportunities to network with peers and mentors is my favorite part. 

What do you find valuable about your membership with HFTP? 

I joined HFTP in March 2003 and since then, I have had the best experiences in meeting with people, expanding my network of professionals, creating life-long friendships, visiting several cities around North America when attending HITEC and Annual Conventions, and, best of all, receiving the CHAE designation. 

The most recent membership benefit that I am proud of and one of the most important highlights of my professional career in the hospitality industry is the opportunity to serve on the HFTP Global Board of Directors through 2026. 

Why did you want to join the HFTP Global Board? 

I’ve been involved with local chapters for the past 20 years and served in various capacities including leading the Houston chapter as its president for two terms. Serving on the Global Board provides me with the opportunity to give back part of what I have gained from my membership and share with the world the knowledge and experience I accumulated in hospitality accounting. 

What HFTP initiatives are you interested in contributing to during your time on the board? 

I would like to promote CHAE and CHTP certifications both locally and especially internationally, strengthen the bond between HFTP Global and its member chapters with the possibility of opening new chapters and encourage finance professionals from controllers to CFOs to involve second-tier accounting personnel in local HFTP meetings and encourage them to earn professional designations. 

What are some newer benefits and features of the association that you appreciate/have taken advantage of? 

For me, a major part of my continued interest in the association lies in its myriad educational opportunities, including the webinars, USALI certificates and series focused on leadership skill identification and development. 

How will your previous experience help HFTP? 

Being involved and serving the Houston chapter provides me with the knowledge and experience of leading and working with board members to promote the vision and agenda of HFTP worldwide. I was also a key member of the Texas regional conference reactivation team after decades of inactivity, proving my commitment to promoting continuing education opportunities and networking among HFTP members and the hospitality industry at large. 

Beyond serving HFTP, I have also served in leadership positions for other nonprofit organizations including the Pakistan Chamber of Commerce USA and the Patient Benefit Foundation, which helps patients with elective surgeries free of cost. That has helped me understand both the business and community service aspects of these types of organizations. 

What are some of the top challenges you face today in the workplace? How are you resolving them?

We are facing labor shortages (especially in the food and beverage department) just like others in the hospitality industry. We are currently reviewing our payroll and membership dues structure for each level and most likely will make changes in both areas. I am also looking at areas where we can improve efficiency and labor management, like decreasing hours of operation in outlets based on member utilization rates. 

Finally, my club is reviewing our human resources practices on hiring and retaining employees, company policies, including employee rewards, benefits, education and certifications assistance and management training. 

Describe a professional experience or anecdote that you will always remember. 

As previously mentioned, my first hospitality role was as a controller for IHG where the main clientele were people who visited Houston Medical Center for their treatment both domestically and internationally. 

I worked significantly more hours compared to my normal schedule to understand the different fields of hotel accounting since I didn’t have a background built up in the field yet. I was making great progress when the September 11 terrorist attacks happened just over a year into my tenure. Forty-plus percent of our customers were international patients, notably from the Middle East, and when the incident happened a majority of our guests left within a couple of days resulting in extremely low occupancy. The new patient inflow from other countries was limited due to the updated visa processing restrictions. 

IHG, just like any other responsible organization would have done, implemented an austerity plan throughout the organization. One of the steps to reduce expenses was laying off employees, which involved combining the accounting department with other IHG properties. This resulted in me becoming a multi-property controller fairly soon in my hospitality finance career. Regardless of whether it was due to compensation rates or higher-ups acknowledging my work ethic, I was proud of myself for being given this opportunity and rising to the challenge in a time of market fluctuation. 

CREATE MEMORABLE ONBOARDING EXPERIENCES
By: Agnes DeFranco, Ed.D., CHE, CHAE+, CHIA, CAHTA and Arlene Ramirez, MBA, CHAE, CHE, CHIA, CAHTA

In the hospitality field, we are experts at innovating to attract and keep customers. But when it comes to keeping our staff on board, things seem to fall a bit flat. What’s causing new employees to second-guess their choice of work and explore other options?

The numbers from the Bureau of Labor Statistics (Bureau of Labor Statistics [BLS], 2022) tell a sobering story—hospitality sees an 86.3 percent turnover rate, hitting us hard in the wallet. A bunch of reasons contribute to this revolving door, from low pay and unpredictable hours to working weekends and holidays, plus a lack of proper training and career growth (Rasheed et al., 2020). While some of this is tied to the nature of our business—24/7 operations and seasonal fluctuations—there are two areas where we can take control: training and career growth. How do we make sure new hires know they’re in for good training and that we are invested in their growth within our ranks? In essence, we’re saying: “Stick around, we want you!”

It’s just like that old song says: “Let’s start at the very beginning—a very good place to start” (Wise, 1965). To tackle employee turnover, we need to kick things off with onboarding. Recent studies show that the first 45 days are the riskiest when it comes to losing new hires (Conway, 2023). We put in a lot of effort to bring in new talent, but somehow, we lose steam once they walk through the door on day one. Here’s the bottom line: onboarding isn’t just a formality; it’s a big deal for getting and keeping great employees, so it needs careful planning.

Now, let’s talk about the early stages of an employee’s time with us. This is where we have the power to stop the revolving door and make employees feel valued and committed. Picture an onboarding experience that’s engaging and sets the tone for a dedicated team, all in for the success of the company. Think about that new employee’s first day—it’s a memory they’ll carry for years.

Join us at the HFTP 2023 Annual Convention this October for our session “Creating Memorable Onboarding Experiences: The Key to Retention in Hospitality,” where we will discuss how to retool your onboarding process and make it part of your overall employee retention and talent development strategy.

• Find a complete list of references at the bottom of this blog post.

CRACK THE CODE OF THE “QUIET QUITTER”
By: Mark Pate, CHAE, CHTP, MBA

“What’s up with Barbara? She used to always get here early to make sure everything was in place and ready to go before her shift started. Everyone seemed to love her, and she was the go-to person if you had a question. Now, she barely shows up on time, most of the time she seems like she’s in a fog, and she really doesn’t want to engage.”

“And what about Luke? I heard they were looking at him to be the front desk manager or even assistant general manager. He really understood how this place ran and now, I have to double-check everything he does (if it actually gets done), and it seems he could really care less about his job and his co-workers.”

Does this discussion sound all too familiar? You may have a “quiet quitter” on your hands and not even know it. Are there individuals on your team who arrive physically to work every day, but their mental and spiritual presence seem to be on extended vacation? These enigmatic beings are now known as “quiet quitters.”

The session “Crack the Code: Managing the Elusive Quiet Quitter” at the HFTP 2023 Annual Convention will help you unlock the secrets to effectively identify and manage the “quiet quitter” and unravel the challenges they pose in the workplace. Get best practices to ensure your team remains a well-oiled machine and keep spirits high with strategies designed to increase engagement and productivity.

You will discover the answers to some all-important questions: what is the cost of a “quiet quitter?” What are the distinctions with this type of employee in a club or hotel versus the corporate office? What are the causes and consequences of quiet quitting? And what can we do about it? The experienced panel (which also includes Bruce Tracey, Logan Quataert, CHAE and MieYoung Reed) will be able to offer many success stories of transforming “quiet quitters” into valuable and productive team members once again.

It’s time to crack the code of the quiet quitter!

The HFTP 2023 Annual Convention will be held October 18-20 at the JW Marriott Indianapolis Hotel in Indianapolis, Indiana. See the full schedule online and register to attend the Annual Convention today.

Agnes DeFranco, Ed.D., CHE, CHAE+, CHIA, CAHTA is a professor and the Conrad N. Hilton Distinguished Chair at the University of Houston Conrad N. Hilton College of Global Hospitality Leadership. She is a past HFTP Global President and HFTP Paragon Award recipient. Her research interests are mostly in accounting/finance, technology, education, and development. DeFranco will co-present the Annual Convention session, ““Creating Memorable Onboarding Experiences: The Key to Retention in Hospitality.“

Mark Pate, CHAE, CHTP, MBA is the Immediate Past President of the HFTP Global Board and assistant controller & IT director for Highpointe Hotel Corporation. He will participate on the panel for “Crack the Code: Managing the Elusive Quiet Quitter” session at the HFTP 2023 Annual Convention.

Arlene Ramirez, MBA, CHAE, CHE, CHIA, CAHTA is principal and founder of Ascend with over 20 years of professional experience in hospitality finance, including roles with luxury hotels, clubs, management companies, hotel development and hospitality education. She is also a past HFTP Global President, as well as a doctoral candidate in the Instructional Systems Design and Technology program at Sam Houston State University. Ramirez will co-present the Annual Convention session, “Creating Memorable Onboarding Experiences: The Key to Retention in Hospitality.”

References List:

• Bureau of Labor Statistics (2022, March 10). Table 16: Annual total separation rates by industry region, not seasonally adjusted [Table]. Economic News Release Job Opening and Labor Turnover. U.S. Department of Labor. https://www.bls.gov/news.release/jolts.t16.htm

• Conway, C. (2023, March 14). What does poor onboarding really do to your team? Business News Daily. https://www.businessnewsdaily.com/9936-consequences-poor-onboarding.html

• Rasheed, M. I., Okumus, F., Weng, Q., Hameed, Z., & Nawaz, M. S. (2020). Career adaptability and employee turnover intentions: The role of perceived career opportunities and orientation to happiness in the hospitality industry. Journal of hospitality and tourism management, 44, 98-107.

• Wise, R. (1965). The Sound of Music. Twentieth Century Fox.