Paradise in the desert
Published September 1, 2008
by Brian Welch
Media producer
askMANDO.com
It was a normal day at Scottsdale Camelback Resort in Arizona. A family from England arrives, and they are ready for a relaxing vacation in the tranquil valley of the sun. There was just one problem – the family thought this was their week, but it was not until the following week. Imagine their surprise when the desk clerk said they were a week early.
Lori Entwistle is Scottsdale Camelback Resort’s general manager, and she describes the above situation as one of the most satisfying moments in her career because she and her resort staff were able to quickly accommodate the family even though they were a week early.
You could say Lori was destined to work in the hospitality business. She was born in California, and her family moved to Arizona when she was a teenager.
“My parents purchased a restaurant when I was 13. I enjoyed working in all positions, but being the boss was my favorite,” Lori says with a smile. “This was the age of ‘deciding what you were going to do with your life,’ and becoming a restaurant manager seemed to be a good idea.”
Lori’s dad, who happens to also be her mentor, suggested she should not settle for just a restaurant. He said she should run a hotel. “That sounded like a good idea,” Lori decided. “I would manage a hotel with restaurants.”
Lori’s first job in hospitality was as a front desk clerk in Scottsdale. She graduated from UNLV with a Bachelor of Science degree in hotel administration, and after that she was a management trainee with Hyatt Hotels. That led to positions as food and beverage controller and assistant purchasing director for Hyatt.
After a stint as purchasing manager for Scottsdale Camelback, Lori became general manager. That was eight years ago. When she’s not working she spends time with Ken, her husband of 14 years, and their “crazy” puppy Nicki. She jokingly says her goal in life is to become the person her dog thinks she is.
When asked to describe her management style, Lori says she has more of an attitude than a style. “If I clearly communicate the vision, provide the necessary tools and support to my team, they will succeed. And they do every day,” Lori said. “I have a fantastic team, and daily we are improving the physical facility, villa accommodations and the guest services we provide. That is exciting and very rewarding.”
Lori and her team have a simple mission statement. “To invite a guest is to take total responsibility for their happiness while under our roof,” she says.
Is this passion for quality customer service something that’s being noticed? All one has to do is read some of the comments posted on the resort’s website: “We had a great time!” “We had a great weekend at the resort.” “We and friends from Ohio have just had a wonderful week at Scottsdale Camelback Resort.” “Thanks again for giving 110 percent to make our stay great!”
Leading the team that creates all this satisfaction doesn’t come without challenges. “Believe it or not, patience is a struggle for me,” she says with a laugh. “I have improved, however. Often, plans do not move as quickly as
I would like.”
When talking to someone who might be considering a career in the hospitality industry, Lori encourages people to make a list of why they want to do this type of work. “Ask someone working in the industry to review the list,” Lori says.
“It is an exciting industry. However, it is not a traditional Monday through Friday, 9 to 5 lifestyle. Secondly, work in the industry for a year of two. I strongly recommend work experience before and during formal education. I went to school full time and worked full time in the industry. My work experience was invaluable and the formal education provided the opportunity of advancement.”
As much as Lori obviously loves her job, we still asked her what she would like to do if she were not a resort manager. “Assuming money was not an issue, I would like to plan travel or special occasion celebrations for wealthy clients,” said Lori. “For instance, if the husband wanted to plan the perfect trip for his wedding anniversary, I would customize their interests and likes into an itinerary. I would make all arrangements, custom everything, not standard or group tours, and send hubby the reservation information. ‘Extreme travel agent’ may be a good description.”
We all have those moments on the job when something totally unexpected and “off the wall” happens.
“Once we had a European visitor that insisted on taking off her bikini top at the pool. We asked her to leave it on, and as soon as a staff member left she would remove her top again,” said Lori.
It appears that the desert sun isn’t the only cause of red faces sometimes.
|
