Last night we had the good fortune to catch Chip Conley speak at the Commonwealth Club.
The Commonwealth Club of California is the nation’s oldest and largest public affairs forum, bringing together its more than 18,000 members for over 400 annual events on topics ranging across politics, culture, society and the economy. If you are in San Francisco it is a great place to see speakers of all types.
Carrie and I arrived early to grab a glasss of wine served by the staff of the Commonwealth Club. Carrie and her family have been in the hotel business forever (see history) and we also arrived early to snag a couple of front row seats. Chip came in and we chatted with him for a bit which was really fun start to the evening. I have to say he is a really nice, engaging guy.
Chip was speaking about his book PEAK and his experiences starting and running Joie de Vivre Hotels.
His philosophy is based on Andrew Maslows Hierarchy of Needs which is really interesting stuff. I think it can be applied to any business and I think if you are looking for a book this Christmas season for a friend this might be it.
Some notes I took from the speech:
Joie de Vivre hotels are developed keeping five expressive adjectives — and at least one popular magazine — in mind. This method of making an emotional connection with guests by catering to a psychographic rather than a demographic profile. For example the Rolling Stone -inspired Phoenix (funky, hip, young-at-heart, irreverent, and adventurous), to the Real Simple meets Dwell -inspired Hotel Vitale (urbane, revitalizing, modern, fresh, nurturing), to the literary New Yorker -inspired Hotel Rex (worldly, sophisticated, literate, artistic, and clever); each property speaks to a particular client and possesses its own dynamic personality.
Employees in the hospitality industry are historically hard to keep around. Chip and his executive staff like to find out what the employees with the task driven jobs think about their jobs and how to make it a calling for them. Basically what is the impact of the job they do, how does it effect others? How to make that job a calling so it is enriching. Something we all have to look at in our own jobs sometimes. Brings up a question –do you feel your job is a calling?
Loyalty- how to make loyalty your culture with customers, employees and investors.
All in all it was a great evening and we learned something. Plus, we had nice hot soup waiting for us at home. We curled up with PEAK on the couch and enjoyed a roaring fire.