Innside TPI Newsletter
Chief Operations Officer
The power of YOU
Chief Operations Officer Jim Sega reflects on the power we each hold to make a difference
2018 has been a year filled with both challenges and victories, and it is reassuring to know that we can count on the TPI team regardless of what we face. I would like to take this opportunity to thank everyone for their efforts throughout the past year.
The success of our company is built on the efforts of our associates. Everyone has a purpose. Everyone has meaning, and no one person is more important than another. Whether it’s a full-time or a part-time associate, whether it’s a Housekeeper or a Front Desk Agent, a Cook or a Server, a General Manager or Sales Manager, a Vice President or a CEO, by working together, and only by working together, do we succeed.
I would like to share you with some of the great experiences our guests have had because of TPI’s “hospitality heroes.”
“I travel a lot and usually spend around 40 nights per year in hotels. I’m a Hilton Honors member and stay at a lot of different Hilton hotels, but this Hampton Inn is one of the cleanest and well-run hotels that I have stayed at, and I believe these people need to be honored. When a hotel is dirty and the people at a hotel seem like they hate their jobs, I make managers know. The difference here is that I receive great service, a clean room and bottled water on a regular basis, and that needs to be mentioned and recognized. This is a hotel that I will continue to stay at because of all the people mentioned.” – Hampton Inn Minnetonka
“I do not normally leave feedback on my hotel stays either good or bad. However, the service, and most importantly, the attitude, was so great and a real breath of fresh air that I felt compelled to send a quick note on the whole staff at this location. Superb job to all! Whether at check in, in the morning and breakfast, or coming through the doors in the evening, we met at least four different team members behind the front desk, and all of them had a positive “customer first” vibe to them that goes a long way. As a businessman, I know how tough that is to train and emphasize to the point that it shows through to everyone.” – Hampton Inn Bloomington
“The interactions that we had with all of the staff was beyond amazing. They were so positive and made a HUGE impression on our group’s outing. Thank you for making it a priority to hire quality workers. Thank you again for such a blessed experience.” – Green Mill New Ulm
“I met Katie Rosenberg and she set us up at the Homewood. I met Joel Danko and was very impressed with his insistence on the “customer experience”. Your front desk folks, Megan and Jay, have been very helpful, and Chris in Maintenance has been right on it. You’ve assembled a great team here, and they understand the value of the customer. Thank You.”
– Homewood Suites St. Louis Park
“Maggie Setley went out of her way to make sure our event was a productive, enjoyable success. Maggie provided excellent communication from start to finish, provided excellent attention to detail, and was a pleasure to work with on this event. Feedback from the attendees mirrored my experience. The venue was excellent, the food was excellent, the attention to detail and staff service was excellent. We have always received outstanding support and services working with Maggie. This is why we have kept coming back and will continue to come back. Thank you so much for providing professional, outstanding people and service.” – Hilton Garden Inn Eagan
“I just wanted to pass on to you that the BOLD Warrior football team stayed at the Holiday Inn Express last Friday night. The entire team, staff and families stayed there and were super impressed. The accommodations, management and staff were great to work with and they started breakfast an hour early for the football team since they had a 9:00am Saturday morning kickoff. The coaches and team were so impressed they immediately booked the hotel again next Friday night for the Saturday morning championship game.” – Holiday Inn Express Golden Valley
These comments are just a small sampling of the impact that each and every one of you make on our guests each day, and I am honored to work alongside you!
In closing, as we look forward to next year, I would like us all to remember two words; Next Play. This is a phrase used by Mike Krzyzewski, head basketball coach at Duke University, and arguably one of the greatest coaches in American sports history. Coach Krzyzewski is extraordinary, and unbeknownst to most people, every time the Duke Blue Devils finish a play on either the offensive or defensive end of the court, no matter what happens, he says the exact same thing; Next Play. He’s trying to communicate to his players not to linger too long on celebrating an amazing 360 dunk, and not to linger too long on messing up and having the opposing team steal the ball and get an easy lay-up on the other end…focus on the Next Play.
As we enter a new year and recognize our successes or failures, just spend one moment to reflect on it, and then turn to the Next Play. By doing this, we can celebrate our successes or quickly learn and move on from our missteps, and then focus on our future. This idea of next play will serve each of us very well. So, here’s to the next year. Next Play.
I have deep appreciation and gratitude for everything you do for TPI. Thank you, and please enjoy your holiday season!