Q. You began your career several years ago and have worked in various departments. You managed a busy housekeeping department for your company. How important was learning about this part of the hotel operation to the success of your career advancement?
A. As an Assistant Front Office Manager, I was given some great advice by a senior leader about what areas and skills I should work on to be considered for a Director Level position. It was unequivocally to gain Back of House Management experience, leading a non-revenue generating department where team building, guest satisfaction and expense control are paramount.
Q. What was one of the funniest situations you came across while managing the housekeeping department?
A. A checked-out room was reported to have been left trashed and with a barking dog in it. I went with my boss to go check it out, and it sounded like Cujo was waiting behind the door. When we peaked in, it was a tiny terrier with an adorable overbite that ended up just wanting to be petted. That dog was eventually adopted by a team member and is doing great to this day!
Q. Where did you move to when you were promoted from housekeeping? What were your duties then?
A. I was fortunate to be promoted to Hotel Manager at The California Hotel in Downtown Las Vegas. It really was a culmination of the advice I received years prior as I was able to assist in leading not only Front Office again, but stay connected to Hotel Housekeeping and Public Area Housekeeping. It was a growth opportunity as well as I became more involved in PBX, Group Sales and Parking Operations.
Q. What has been one of the most challenging areas for you over the years and how do you deal with it?
A. People are always going to be the most challenging part of any equation and it is not always just a difficult guest or team member. Working with people is often the most rewarding too. No one really tells you that aside from hotelier you are often advisor, therapist, and advocate. Building those relationships and trust is beyond challenging but also incredibly rewarding.
Q. What is your favorite part of the hospitality industry and why?
A. We have the unique opportunity to make lasting memories for our guests, especially with a destination like Las Vegas. In many instances, we develop relationships with our repeat guests which endure for years. There are also the special times when a guest may only visit us once and we have the chance to create a lifelong memory of that experience.
Q. You are managing 3 very busy properties in downtown, serving on the NHLA executive board of directors, the NHLF board of directors, always serving as a mentor and an advisor for our Emerging Leaders along with supporting other community and industry activities. How do you find the time to handle all of it so well and proficiently?
A. Calendar reminders are certainly my friend! Kidding aside, when work and outside work responsibilities do not feel like a chore it makes it easier. Looking forward to seeing everyone helps a lot, too.
Q. What do you do just for fun – not work related, not philanthropic?
A. I love trying new restaurants and finding hidden gems which is perfect in Las Vegas. I am objectively not a good golfer, but lately I have really been trying to give it a go again. That NHLA Golf Tournament Trophy will one day look great in the office!
Q. Why is it important to be involved and to “give back” to the industry?
A. Giving back, once you are able to, is critical to keeping the industry in perpetual motion. Hospitality attracts passionate people, and we are better for it. I was the recipient of those who gave back with their time, experience and advice when I was new to the industry and it ensured my passion continued to grow. If I am able to do the same, then hopefully the beneficiaries will one day do the same for the next generation and the cycle will continue.
Q. Words of wisdom for up-and-coming leaders…?
A. Focus on being the best you can be at your current job and that will lead to the next. The higher the position, very often the longer that takes. Don’t get frustrated and just know you are building your reputation and body of work.
Thank you, Evan, for sharing your career path and giving valuable advice for other members in the hospitality industry.