![]() “It’s simple psychology,” Fuerstman told the Times, “people commit more acts of kindness when they are appreciated for them.” 7. Employees who perform “wow” moments for guests aren’t just recognized but also rewarded. Much of the training involves instilling workers with “grace and humility” so they can offer exceptional service. One reason he cites is a corporate emphasis on educational and leadership opportunities for staff, which allows them to grow, feel fulfilled, and better serve guests. In the interview, he explained how he was able to retain employees in a field notorious for its high turnover. In 2007, after being named the Resort Executive of the Year, Fuerstman discussed his managerial style with The New York Times. He Learned the Psychology of Leading and Serving Soon he was recruited to become the general manager of a resort in Arizona. He enlisted in Marriott’s management training program and was soon a manager at the Newport Beach Marriott. How to lead staff, how to keep food and beverages stocked, how to make sure the wheels don’t fall off on busy weekends and holidays. He Learned the Businessįuerstman says he took the opportunity to learn the hotel business. Small offered Fuerstman a full-time job, which he accepted. Do you really want to be a lawyer?" Small asked.Īpparently not. But Bob Small, who was opening a resort in Mirage, California, posed him a simple question. His plan was to go to law school following his internship with a young US Senator from Delaware named Joe Biden. (That was basically my story.)įuerstman felt the same pull. Many do this simply because they’re not really sure what to do with their lives. Some go to grad school, some go to med school, some become lawyers. ![]() He Didn’t Go to Law SchoolĪfter graduating from college, many young people quickly find themselves back in school. How did Fuerstman take his work as a doorman and bellman? “I took it really seriously,” he said in a recent interview.įuerstman took it seriously enough to capture the attention of Bob Small, a man who soon became the CEO of Fairmont Hotels and a mentor to Fuerstman. Just take a job and put your head down, work hard, raise your hand for anything anybody asks you to do. You are going to learn a ton in whatever that job is, so don't stress too much about what it is or where it is. "Get a job and work hard," she told The New York Times in an interview. You’ll learn more than you realize, she says. Melanie Whelan, CEO of SoulCycle, says college grads need to stop thinking about the future and just get to work. This is a mistake, many successful people will tell you. Most of us do such work for a paycheck and dream about our next job. I’m the first to admit it’s not easy to take pride in such work. I’ve dug graves, bussed tables, and been a garbage man. Most people have done mundane or menial work. He kept studying and playing tennis but also found time to work four or five nights a week at the hotel, in addition to weekends. (We didn’t have Fortnite when I was in high school, but we did play a lot of Age of Empires.) But Fuerstman didn’t. As a teen, I probably would have made some of these excuses if my boss asked me to take on more hours. ![]() It could mean less time hanging out with friends, watching Netflix, or playing Fortnite. It could interfere with sports-in Fuerstman’s case, his tennis play. He Didn’t Decline More WorkĪ lot of high schoolers would have hemmed and hawed about taking more hours. It taught him how to serve people, he said, and he must have done it well. , he’d call cabs for guests, load luggage, and wipe snow from windshields in the winter. As a doorman working weekends, he recently told Inc. Most people can tell you the first job they ever had, and most of the time the jobs aren’t glamorous. Here are some things we can glean from his words. So what was the secret of his success? In interviews over the years, Fuerstman has talked about his life story, work ethic, and management style. Before Fuerstman was an American success story he was a kid from Jersey working weekends as a doorman at the local Marriott. He’s married, has four children, and probably owns a beautiful home that might even have a white picket fence. He was listed on the Haute 100, received the Ernst & Young Entrepreneur of the Year Award, serves on advisory boards, and gives back to his community through charity work. He’s the founder of Montage Hotels & Resorts, a California-based luxury hotel and resort company that has a portfolio of $3 billion. Alan Fuerstman is the embodiment of the American Dream.
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