Hospitality Design - June 2020 - 33

Leaders are the emotional thermostats of those they lead >

The higher you are in your organization, the more you influence the overall
emotional climate. This is why it's important to understand your emotions
and how they affect others. When you're in a situation with other people,
our mirror neurons play together and emotions can be contagious. If you're
feeling a lot of anxiety as a leader and it's [visible], it amplifies the problem.
People want authenticity, vulnerability, and confidence. People used to
call me the vulnerable visionary because I was honest about what wasn't
working. At the same time, I was focused on the solution.

What business are you in? > Ask yourself, what business are you in?

When I was at Airbnb, I would say I was in the home-sharing business. [Ask
it again], but you can't answer the same way twice. So, I might say, 'We're in
the helping people, turning-strangers-into-friends business.' By the time you
get to your fifth answer, you've done a bit of an archeological dig into what is
the differentiator of your company. For Joie de Vivre, we were in the identity
refreshment business. Each one [of our hotels] had its own name, identity,
design, and five adjectives that defined the personality of the hotel. Once we
[knew] our differentiator, we developed a collection of things that helped us
amplify that differentiator.

Focus on solving your customers' problems, not your own >

For the Hotel Vitale, we owned the right to build [a 200-room hotel] on San
Francisco land. Just as we were trying to get financing, 9/11 happened, the
dotcom bust happened, SARS happened. We were dead in the water. We
couldn't build anything. I did a deep dive and I said, 'What are we going to
do when we open this hotel? What will be its differentiator?' Based on my
experience building boutique campground Costanoa Lodge, [we believed]
everybody wanted to do yoga. So I said, 'What if we created a yoga studio
on the top floor that had views of the Bay and every morning we did a yoga
class?' From the moment we opened, we had a line out the door of people
who wanted to do the free yoga class. We focused not on our problem, but on
our customers' needs and their problems.

Photos by LISA KEATING and courtesy of CHIP CONLEY

Double down on your evangelists > During one downturn, [the

Abigail Hotel in San Francisco] had a vegan basement restaurant in a bad
neighborhood. We created the Millennium's Full Moon Aphrodisiac Night for
every full moon. If you ordered the three-course menu for two, you got a free
hotel room. We thought it was a promotion we would do during the recession,
and it was one we did for 18 years. It worked because it was something that
people could talk about. What can you do that will tap into your evangelists?

Adopt a growth mindset > Stanford psychologist Carol Dweck
popularized the idea of fixed and growth mindsets. As people [with a fixed
mindset] get older, their sandbox narrows. Their life is comfortable but
boring because they only do things they feel they can do well. A growth
mindset is the alternative to that. Instead of focusing on proving yourself,
focus on improving yourself. And instead of having success be winning,
success is [about] learning. When I joined Airbnb, I was reporting to a guy 21
years younger than me. I had to be open to learning the tech business at age
52. Instead of quitting because it felt like I was going to lose, I [shifted] my
point of view: How can I be curious and wise at the same time? Sometimes
you have to up the ante on curiosity and wisdom.

hospitalitydesign.com June 2020

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Hospitality Design - June 2020

Table of Contents for the Digital Edition of Hospitality Design - June 2020

Hospitality Design - June 2020
contents
from the editor
behind the design
sketchbook
business sense: state of the industry
interview: chip conley
interview: owners’ roundtable
interview: hoteliers
brand identity: rosewood hotels & resorts
places: nashville
places: malaysia
profile: andrew zuckerman
from spain
furniture
fabrics
made in america
surfaces
hotel hot list
aman new york
nomad london
the londoner
surety hotel
one&only portonovi
pendry west hollywood
virgin las vegas
the rockaway hotel
luxury spinoffs
projects
hualuxe xi’an hi-tech zone
casa cook el gouna
nômade tulum
meehotel
ad index
back space: richard and sara combs
Hospitality Design - June 2020 - Intro
Hospitality Design - June 2020 - Hospitality Design - June 2020
Hospitality Design - June 2020 - Cover2
Hospitality Design - June 2020 - 1
Hospitality Design - June 2020 - 2
Hospitality Design - June 2020 - 3
Hospitality Design - June 2020 - 4
Hospitality Design - June 2020 - contents
Hospitality Design - June 2020 - 6
Hospitality Design - June 2020 - 7
Hospitality Design - June 2020 - from the editor
Hospitality Design - June 2020 - 9
Hospitality Design - June 2020 - 10
Hospitality Design - June 2020 - 11
Hospitality Design - June 2020 - behind the design
Hospitality Design - June 2020 - 13
Hospitality Design - June 2020 - 14
Hospitality Design - June 2020 - 15
Hospitality Design - June 2020 - 16
Hospitality Design - June 2020 - sketchbook
Hospitality Design - June 2020 - 18
Hospitality Design - June 2020 - 19
Hospitality Design - June 2020 - 20
Hospitality Design - June 2020 - 21
Hospitality Design - June 2020 - business sense: state of the industry
Hospitality Design - June 2020 - 23
Hospitality Design - June 2020 - 24
Hospitality Design - June 2020 - 25
Hospitality Design - June 2020 - 26
Hospitality Design - June 2020 - 27
Hospitality Design - June 2020 - 28
Hospitality Design - June 2020 - 29
Hospitality Design - June 2020 - 30
Hospitality Design - June 2020 - 31
Hospitality Design - June 2020 - interview: chip conley
Hospitality Design - June 2020 - 33
Hospitality Design - June 2020 - interview: owners’ roundtable
Hospitality Design - June 2020 - 35
Hospitality Design - June 2020 - 36
Hospitality Design - June 2020 - 37
Hospitality Design - June 2020 - 38
Hospitality Design - June 2020 - interview: hoteliers
Hospitality Design - June 2020 - 40
Hospitality Design - June 2020 - 41
Hospitality Design - June 2020 - 42
Hospitality Design - June 2020 - 43
Hospitality Design - June 2020 - 44
Hospitality Design - June 2020 - 45
Hospitality Design - June 2020 - brand identity: rosewood hotels & resorts
Hospitality Design - June 2020 - 47
Hospitality Design - June 2020 - 48
Hospitality Design - June 2020 - 49
Hospitality Design - June 2020 - 50
Hospitality Design - June 2020 - places: nashville
Hospitality Design - June 2020 - 52
Hospitality Design - June 2020 - 53
Hospitality Design - June 2020 - places: malaysia
Hospitality Design - June 2020 - 55
Hospitality Design - June 2020 - 56
Hospitality Design - June 2020 - 57
Hospitality Design - June 2020 - 58
Hospitality Design - June 2020 - profile: andrew zuckerman
Hospitality Design - June 2020 - from spain
Hospitality Design - June 2020 - 61
Hospitality Design - June 2020 - 62
Hospitality Design - June 2020 - furniture
Hospitality Design - June 2020 - 64
Hospitality Design - June 2020 - 65
Hospitality Design - June 2020 - 66
Hospitality Design - June 2020 - 67
Hospitality Design - June 2020 - 68
Hospitality Design - June 2020 - 69
Hospitality Design - June 2020 - 70
Hospitality Design - June 2020 - fabrics
Hospitality Design - June 2020 - 72
Hospitality Design - June 2020 - 73
Hospitality Design - June 2020 - 74
Hospitality Design - June 2020 - made in america
Hospitality Design - June 2020 - 76
Hospitality Design - June 2020 - 77
Hospitality Design - June 2020 - 78
Hospitality Design - June 2020 - surfaces
Hospitality Design - June 2020 - 80
Hospitality Design - June 2020 - 81
Hospitality Design - June 2020 - 82
Hospitality Design - June 2020 - hotel hot list
Hospitality Design - June 2020 - aman new york
Hospitality Design - June 2020 - nomad london
Hospitality Design - June 2020 - the londoner
Hospitality Design - June 2020 - 87
Hospitality Design - June 2020 - surety hotel
Hospitality Design - June 2020 - one&only portonovi
Hospitality Design - June 2020 - pendry west hollywood
Hospitality Design - June 2020 - virgin las vegas
Hospitality Design - June 2020 - the rockaway hotel
Hospitality Design - June 2020 - luxury spinoffs
Hospitality Design - June 2020 - 94
Hospitality Design - June 2020 - 95
Hospitality Design - June 2020 - 96
Hospitality Design - June 2020 - projects
Hospitality Design - June 2020 - hualuxe xi’an hi-tech zone
Hospitality Design - June 2020 - 99
Hospitality Design - June 2020 - 100
Hospitality Design - June 2020 - 101
Hospitality Design - June 2020 - 102
Hospitality Design - June 2020 - 103
Hospitality Design - June 2020 - casa cook el gouna
Hospitality Design - June 2020 - 105
Hospitality Design - June 2020 - 106
Hospitality Design - June 2020 - 107
Hospitality Design - June 2020 - nômade tulum
Hospitality Design - June 2020 - 109
Hospitality Design - June 2020 - 110
Hospitality Design - June 2020 - 111
Hospitality Design - June 2020 - 112
Hospitality Design - June 2020 - 113
Hospitality Design - June 2020 - meehotel
Hospitality Design - June 2020 - 115
Hospitality Design - June 2020 - 116
Hospitality Design - June 2020 - 117
Hospitality Design - June 2020 - ad index
Hospitality Design - June 2020 - 119
Hospitality Design - June 2020 - back space: richard and sara combs
Hospitality Design - June 2020 - Cover3
Hospitality Design - June 2020 - Cover4
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