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Executive in Residence Jonathan Tisch emphasizes industry partnerships and customer service
Written by: Julie Achilles
On Sept. 23, 2008, Mr. Jonathan Tisch, Chairman and CEO of Loews Hotels, visited Temple University’s School of Tourism and Hospitality (STHM) as their newest Executive in Residence.
Loews Hotels, which is a subdivision of the prominent financial holding company Loews Corporation, boasts a four-diamond hotel experience in 16 cities across the U.S. and Canada.
Tisch’s presentation, which was prefaced by a meet and greet with 30 Temple administrators and local hospitality industry VIPs, featured his two books, the best-seller The Power of We: Succeeding Through Partnerships, and his newest, Chocolates on Pillows Aren’t Enough: Reinventing the Customer Experience.
Tisch explained how The Power of We: Succeeding Through Partnerships highlights the significance of building strong industry relationships and working together for a greater good.
“In today’s world, you can’t be all things to all people,” said Tisch. “So by working with our competitors we try to really demonstrate an articulating vision for a strong travel and tourism industry.”
Illustrating this idea, he discussed a valued partnership Loews NYC has developed with New York City’s Convention Visitors Tourism Agency. This joint venture has contributed to the economic growth of New York City’s tourism industry.
Emphasizing the topic of his newest book, Chocolates on Pillows Aren’t Enough: Reinventing the Customer Experience,Tisch also spoke about customer service and the importance of anticipating the needs of the guest.
Communication, as in many other industries, is necessary for all of the disciplines in a hotel system to fit together and create a desired customer experience.
“There are thousands of great hotels, but the ones that really succeed are the properties that understand guest service,” he concluded.
Elaborating on this idea, he explained his own business strategy for the economic challenges that currently face the industry.
“You have to understand who your clients are,” said Tisch. To exceed his clients’ expectations, Tisch regularly meets with planners and associate executives to discuss adjusting hotel budgets and giving to customers the best of what is available.
More than anyone, Tisch not only understands his clients, but also his staff and co-workers. In 2004, he appeared on the reality television show Now Who’s Boss? in which executives spend a three-day span filling various entry-level positions in their own company. Working as a bellhop, a room service maid, a front desk assistant and more, Tisch explained the value of learning how all the positions are incorporated into the larger picture.
Now, once or twice a year, Loews requires its executives to spend a day working these same jobs.
Delving into his other pursuits, Tisch also spoke about hosting the television show Beyond the Boardroom during which he interviews CEOs about their experiences.
“This has been a remarkable three-year journey having a TV show where I get to talk to the best and brightest in the American business culture,” said Tisch.
His favorite special guests have included Clive Davis, president of CBS Records and Arista Records, Dick Parsons, chairman of Time Warner Inc. and Susan Lyne, former CEO of Martha Stewart Living Omnimedia.
“These people who didn’t start with much and had choices in their life were able to follow a path usually guided by a mentor. And they always commented that they didn’t do it by themselves,” said Tisch, again stressing the topic of partnerships.
Tisch also applauded his own mentor and father, the late Bob Tisch, for the impact he had on his career, and the values of committed customer service that he instilled within him.
“The humanity that my father and grandfather would show to our guests and also to their co-workers at the time was an early lesson that I still carry with me today,” he said.
Tisch admits that the hotel industry has changed and expanded globally since his family started in the business 65 years ago, but he is convinced that the nature of hospitality has remained the same.
Concluding his presentation with advice for students interested in pursuing careers in the tourism and hospitality industry, Tisch suggested taking the first job, no matter how small, as a valuable learning experience. He also stressed treating others with respect and always working diligently.
After listening to Tisch’s talk, Megan Anthony, a junior STHM student added, “It’s reassuring that our industry is still going to thrive.”