WEBVTT
00:00:00.897 --> 00:00:04.826
I am Rachel Humphrey with its Personal stories, a hospitality podcast.
00:00:04.826 --> 00:00:10.047
We are a nonprofit dedicated to empowering personal success within the hospitality industry.
00:00:10.377 --> 00:00:14.422
I'm super excited to be joined today on the show by doc with Dr.
00:00:14.422 --> 00:00:19.292
Leonard Jackson from Kennesaw State University, and we are gonna jump right in.
00:00:19.312 --> 00:00:19.716
Dr.
00:00:19.716 --> 00:00:21.472
Jackson, welcome to the program.
00:00:21.711 --> 00:00:22.672
Oh, thank you, Rachel.
00:00:22.672 --> 00:00:23.356
Thanks for having me.
00:00:24.512 --> 00:00:32.311
As everyone knows who listens regularly, one of the things that I really love about the hospitality industry is how unique everyone's path is.
00:00:32.551 --> 00:00:40.061
You and I can have incredibly different journeys to leadership and yet still end up in hospitality industry leadership.
00:00:40.061 --> 00:00:42.341
So tell us a little bit about your background.
00:00:42.612 --> 00:00:47.381
Tell us about maybe some of those pivotal steps, but really who got to you to where you are today?
00:00:47.847 --> 00:00:48.476
Absolutely.
00:00:48.476 --> 00:00:49.046
Thank you.
00:00:49.256 --> 00:00:56.847
So my personal journey into this amazing industry started on the sunny island of Jamaica where I was born.
00:00:57.277 --> 00:01:02.106
I started working in the industry in 1984 at a French boutique style hotel.
00:01:02.957 --> 00:01:04.606
And I worked my way.
00:01:04.667 --> 00:01:09.856
I worked there throughout my entire high school and I started off in the back of the house.
00:01:09.917 --> 00:01:14.816
And as I got older and taller I was moved to the front of the house.
00:01:15.177 --> 00:01:20.262
I continued my journey in the industry when I moved from Jamaica to Toronto, Canada.
00:01:21.186 --> 00:01:23.257
And started college there.
00:01:23.257 --> 00:01:27.996
And while I was working in college, I worked for several different companies.
00:01:28.057 --> 00:01:39.417
And once I finished college, I worked for Fairmont Hotels and Resorts, Hyatt Hotels and Resorts, and like most professionals, when I started college, I was also working in in the industry.
00:01:39.417 --> 00:01:45.387
So I was able to pursue all my degrees while I was also working in the industry.
00:01:45.496 --> 00:01:49.906
One of the beauties of our industry is that hotels are open 365 days.
00:01:50.007 --> 00:01:51.087
24 hours.
00:01:51.087 --> 00:01:55.417
So for college students, you can always find employment in industry.
00:01:55.912 --> 00:02:08.092
A pivotal moment in my career that led to my current position in academia came when one of my professors Steven Burr he encouraged me to pursue a career in academia.
00:02:08.731 --> 00:02:19.762
I had no interest in academia to start off, but he saw something in me that I didn't see in myself, and he encouraged me to continue my education and head into academia.
00:02:20.176 --> 00:02:22.667
So that was a very pivotal moment for me.
00:02:23.146 --> 00:02:28.222
And following his his advice I was able to pursue several degrees.
00:02:28.562 --> 00:02:30.181
I ended up with eight degrees.
00:02:30.662 --> 00:02:30.842
Oh my
00:02:30.977 --> 00:02:31.056
goodness.
00:02:31.072 --> 00:02:38.067
Eight degrees overall, but it all started with someone who saw something in me that I didn't know I had.
00:02:38.951 --> 00:02:50.352
And following that journey, I've worked before my current position here at Kennesaw State University, I worked for leading academic institutions such as Central Florida, the Rosen College.
00:02:50.752 --> 00:02:58.651
Studied at Oklahoma State University and gained a necessary academic skillset that is required for one in academia.
00:02:59.787 --> 00:03:06.687
That's incredible and so many different leadership themes that I'm looking forward to exploring in a little bit more detail.
00:03:07.076 --> 00:03:14.157
One of the ones I wanna start with is, you touched on the fact that you've really been in this industry since you were a kid growing up.
00:03:14.456 --> 00:03:14.576
Yes.
00:03:14.787 --> 00:03:20.456
What is a skill that you learned maybe in that first job you had at the boutique hotel?
00:03:20.646 --> 00:03:23.257
That you still use in your role today?
00:03:23.257 --> 00:03:35.556
And then what is one skill that as you were progressing through different roles, maybe you didn't learn in an academic setting, but you knew you had to set out to learn it on your own if you were gonna be successful in your role?
00:03:36.276 --> 00:03:37.326
Yes, absolutely.
00:03:37.326 --> 00:03:47.526
So quite often, where you start in your career can be so important in terms of how it shapes you as a person, but also as a professional.
00:03:47.817 --> 00:03:52.417
And I was very fortunate in that the owners of the hotel had a mantra.
00:03:52.467 --> 00:03:54.806
There's no substitute for excellence.
00:03:54.907 --> 00:04:00.872
And all employees were required to uphold a mantra of excellence.
00:04:01.081 --> 00:04:03.451
So that has imbued in me.
00:04:03.662 --> 00:04:11.961
Just the discipline that whatever endeavors I undertake I should always aspire to execute it at the highest level of quality.
00:04:11.961 --> 00:04:23.192
So as a professional, I've always looked back at how important working at that resort was for how it has in terms of how it has shaped me as a professional.
00:04:23.906 --> 00:04:25.637
The owner she has since passed.
00:04:25.666 --> 00:04:28.906
She, there was always the notion that average is never enough.
00:04:28.966 --> 00:04:30.226
We'll never be average.
00:04:30.226 --> 00:04:31.877
We always want to be the best.
00:04:32.547 --> 00:04:35.357
In terms of something I wish I had learned earlier.
00:04:35.456 --> 00:04:37.737
I was taught that my work should speak for itself.
00:04:38.177 --> 00:04:44.447
And I was always that worker who was always relying on my work to speak for itself.
00:04:45.047 --> 00:04:53.117
So one thing I wish I had learned was, yes, you should always aspire for excellence, but you should also let your boss know what you're doing.
00:04:53.117 --> 00:04:53.237
That's
00:04:53.716 --> 00:04:54.706
such good advice.
00:04:55.307 --> 00:04:56.896
Yes, I think it's important.
00:04:56.956 --> 00:05:03.956
Don't assume that your manager, your supervisor, your boss, they know exactly all the tasks that you are you're accomplishing.
00:05:04.377 --> 00:05:09.127
You don't necessarily need to brag or boast, but just make sure that you're aware of what you're doing.
00:05:10.372 --> 00:05:18.112
There's no substitute for excellence is certainly a great lesson to have carried throughout your career and really advocating for yourself.
00:05:18.112 --> 00:05:18.711
I think you're right.
00:05:18.721 --> 00:05:23.771
It doesn't mean that you are bragging or that you are taking away from the work you're doing.
00:05:23.771 --> 00:05:26.951
You're just making sure that those, they've, everybody has a lot going on.
00:05:26.951 --> 00:05:32.701
So making sure that your supervisors or your management knows what you're doing is really important.
00:05:32.701 --> 00:05:33.632
Thank you for sharing that.
00:05:33.632 --> 00:05:34.862
That's such good advice.
00:05:35.132 --> 00:05:35.401
Absolutely.
00:05:36.557 --> 00:05:45.677
Earlier about having a mentor that saw something in you that you did not see in yourself, and how it really changed the trajectory of your career for you.
00:05:45.857 --> 00:05:56.216
That's actually something I relate to, and I've talked a lot about having somebody see things and really, not even just encouraging me, but trying to, convince me that I had.
00:05:56.576 --> 00:06:00.177
Either skills or roles or something that I just wasn't seeing.
00:06:00.177 --> 00:06:03.266
Talk about the role of mentors, allies, and champions.
00:06:03.567 --> 00:06:05.427
How do you think one seeks them out?
00:06:05.427 --> 00:06:15.117
What do you think the role of that can be for students, for rising leaders, but also for seasons, leaders who may need that extra support system?
00:06:15.507 --> 00:06:15.867
Yes.
00:06:15.916 --> 00:06:25.697
So mentors are very important because they shape how we behave, they shape how we pursue excellence and importantly how we carry ourselves.
00:06:25.697 --> 00:06:28.607
So my first mentors were my parents, right?
00:06:28.846 --> 00:06:37.576
So the value system that I have as it relates to my personal life and my professional endeavors as well, were shaped by my parents.
00:06:38.177 --> 00:06:50.906
Their s value system was one of integrity, one of ethics, and all my decisions or all decisions that I make I'm always ensuring that such decisions are grounded in ethical principles.
00:06:51.507 --> 00:06:54.297
In terms of champions I think they're very important.
00:06:54.297 --> 00:06:58.232
So I perceive a champion as someone who's going to vouch for you.
00:06:58.976 --> 00:07:00.416
Behind your back, right?
00:07:00.416 --> 00:07:01.947
They're going to stand up for you.
00:07:01.947 --> 00:07:04.826
They're going to advocate for you when you're not present.
00:07:05.276 --> 00:07:16.387
So I've always encouraged my students to ensure that yes, you can have mentors, but also carry yourself in a manner so that and others can become your champion without you knowing.
00:07:16.776 --> 00:07:21.286
And for me it, there has been several champions in my career.
00:07:21.336 --> 00:07:23.317
It's really hard to single out one, but.
00:07:23.901 --> 00:07:33.677
Several people have advocated for me without me knowing, and it's all about how I carry myself in a professional manner at all times.
00:07:35.351 --> 00:07:49.422
I like the differentiation too, between mentors and champions, but that if you continue to behave when you're not intending to be establishing those relationships, that people will see who you are and want to champion for you.
00:07:49.422 --> 00:07:50.982
So that's great advice.
00:07:51.221 --> 00:07:51.641
Absolutely.
00:07:52.331 --> 00:08:03.581
Talked earlier about the personal mantra of the resort, where you got your career start, and also that your parents established in you a very high ethical standard.
00:08:04.031 --> 00:08:19.711
What is the personal brand or the personal mantra that you use as your personal guiding North Star, whether it be in career decisions, personal decisions, how do you look at yourself in a way that allows you to be consistent in your decision making?
00:08:20.322 --> 00:08:25.951
So for me how I'm consistent in my decision making is, it goes back to what I mentioned earlier.
00:08:26.211 --> 00:08:33.062
All of my decisions are grounded and centered on ethical discipline and ethical discipline.
00:08:33.601 --> 00:08:38.331
Rachel, I wanna make sure that whatever decisions I make can withstand any scrutiny.
00:08:38.812 --> 00:08:41.361
So I've always tried to.
00:08:41.856 --> 00:08:49.687
Ensure that my personal or professional biases do are not interjected into any decisions that I make.
00:08:49.927 --> 00:08:53.886
It's always about the task that we need to accomplish.
00:08:54.126 --> 00:09:02.447
So all decisions that I make are task focus, people focus and they all surround the pursuit of excellence.
00:09:03.182 --> 00:09:03.961
Excellent.
00:09:04.451 --> 00:09:13.532
One of the things that I have found very interesting as I've interviewed hundreds of guests over the last couple years is this recurring theme of curiosity.
00:09:13.532 --> 00:09:18.812
Probably a word I would not have used to describe leadership or even myself when I started on this.
00:09:18.927 --> 00:09:19.647
Journey.
00:09:20.096 --> 00:09:26.006
But I'm interested, I'm guessing someone with eight degrees has a, an element of curiosity to you.
00:09:26.517 --> 00:09:33.537
Would you describe yourself as a curious person and how do you really satisfy that drive for curiosity?
00:09:33.537 --> 00:09:38.067
If so, and then if so, what is one thing that you're very curious about today?
00:09:38.846 --> 00:09:39.447
Absolutely.
00:09:39.447 --> 00:09:39.836
Thank you.
00:09:39.836 --> 00:09:42.496
So I'm very curious by nature.
00:09:42.496 --> 00:09:44.716
So I have an insatiable.
00:09:45.142 --> 00:09:47.692
Appetite and hunger for learning.
00:09:48.412 --> 00:09:53.302
And I started, as I mentioned earlier in this industry in 1984.
00:09:53.841 --> 00:10:04.772
And I've seen how the industry has changed and evolved and mine satiable Appetite for Learning has helped me keep abreast with the changes in the industry.
00:10:05.022 --> 00:10:09.312
I didn't mention also that I have about 14 professional certifications.
00:10:09.711 --> 00:10:17.152
So every time there's a significant change in the industry, we do have certifications that we can pursue to keep us abreast.
00:10:17.601 --> 00:10:23.751
So I've pursued those because I've always believed, I believe, as well, Rachel, that to teach one must learn, right?
00:10:23.991 --> 00:10:28.741
So as an educator my curiosity for learning has served me well.
00:10:28.741 --> 00:10:32.402
It has served my stakeholders well because I'm learning.
00:10:32.777 --> 00:10:42.787
And I'm, I parting the knowledge that I gather onto my students so that they can be better individuals first, but also great talent for our industry.
00:10:44.386 --> 00:10:45.376
That's incredible.
00:10:45.376 --> 00:10:50.596
And I, the certificates on top of all of the degrees, I imagine that Correct.
00:10:50.596 --> 00:10:56.162
Continues forward, that you're never gonna stop being curious and never stop learning there, Dr.
00:10:56.162 --> 00:10:56.447
Jackson?
00:10:56.447 --> 00:10:56.716
That's correct.
00:10:57.047 --> 00:11:00.726
You and I first met, I believe when you were the founding director.
00:11:01.022 --> 00:11:06.572
For the Michael Levin School of Management, entrepreneurship and Hospitality at Kennesaw State.
00:11:06.932 --> 00:11:14.912
And in that role over the years, you have an opportunity to impact truly, thousands of lives.
00:11:14.912 --> 00:11:26.966
The students, the other faculty, your colleagues, and all these people about the future of the hospitality industry, about the industry itself, the love and the passion that comes along with it, the career opportunities.
00:11:27.326 --> 00:11:31.557
What are you telling students today about career development?
00:11:31.736 --> 00:11:36.897
What are you, what is, what are they learning?
00:11:36.947 --> 00:11:41.307
From a leadership standpoint, what are they, what are you focusing on with them?
00:11:41.307 --> 00:11:43.961
Because we can all learn the substantive matter of different.
00:11:44.576 --> 00:11:53.246
Majors of different courses, of different roles, but what do you think some of the important leadership attributes are to be teaching the future rising leaders in the industry?
00:11:53.767 --> 00:11:54.307
Thanks for that.
00:11:54.356 --> 00:12:03.226
Question Rachel, because one of the things I pride myself in is that I spend a lot of time working one-on-one and in group settings with our students.
00:12:03.256 --> 00:12:11.937
And the things I try to impart on my students is one, the importance of building and fostering professional relationships.
00:12:12.326 --> 00:12:17.912
Our industry is intricately connected and I tell them all the time never burning the bridges.
00:12:18.486 --> 00:12:28.427
Because we're so well connected on the other side I also tell them, or share with them the importance of building their personal brands and protecting their personal brands.
00:12:28.917 --> 00:12:34.677
And I, each one is gonna have their own personal brand, but is this the brand that you want to.
00:12:35.466 --> 00:12:39.267
Portray is what you're doing representing your personal brand.
00:12:39.326 --> 00:12:48.537
And as I mentioned earlier, because we're such a connected industry, if you have a brand that's not a solid brand, you can destroy your career very quickly.
00:12:49.267 --> 00:13:01.927
I also, going back to this whole mantra of excellence, I also tell them that they should always strive for excellent excellence and there are no substitutes for professional excellence.
00:13:02.871 --> 00:13:08.572
I love that the such an important lesson that you learned at the start of your career.
00:13:08.572 --> 00:13:12.562
You're now getting to share with others as they begin to start theirs.
00:13:12.562 --> 00:13:17.511
I think that your former mentor would probably be very pleased to know that she was.
00:13:18.336 --> 00:13:20.826
Impacting future generations to come.
00:13:21.136 --> 00:13:28.336
You touched on something really important about building relationships, and I wanted to develop that a little bit further.
00:13:28.336 --> 00:13:35.326
I'm imagining that in your current role at the Levin School, relationships help with internships, with jobs with.
00:13:35.652 --> 00:13:43.032
Introductions to mentors, to faculty advisors, to different you just came back from a conference to different conferences.
00:13:43.422 --> 00:13:49.511
How do you set out and how have you over the course of your career to actually build those relationships?
00:13:49.511 --> 00:13:52.841
Because I think you and I, while very different.
00:13:53.236 --> 00:14:00.317
Have the ability to lean into our own personal attributes in how we build relationships, in how we network with others.
00:14:00.317 --> 00:14:08.136
So how do you set out to build those relationships that might be suited more to your individuality or your personality?
00:14:08.897 --> 00:14:09.167
Yeah.
00:14:09.167 --> 00:14:09.496
Thanks.
00:14:09.677 --> 00:14:10.366
Thanks Rachel.
00:14:10.366 --> 00:14:16.346
So for me I see relationships as living, breathing, things that have to be nourished.
00:14:16.346 --> 00:14:20.226
You have to just think about I, I'll use the analogy of a plant, right?
00:14:20.226 --> 00:14:21.547
A beautiful flower, right?
00:14:21.876 --> 00:14:27.636
So if you look at this beautiful flower, if it's not nurtured, if it's not watered, it'll die.
00:14:28.047 --> 00:14:30.767
The same thing happens with relationships.
00:14:31.006 --> 00:14:40.726
So I try my very best to maintain and foster the relationships that I have, because those relationships usually lead to other relationships as well.
00:14:41.297 --> 00:14:53.677
So I spend time, as you mentioned, we do have a lot of industrial partners that we work closely with, and I make sure I make time to visit with our industrial partners.
00:14:53.677 --> 00:14:58.836
So I will spend, I will take time to go visit with them at their place of employment.
00:14:59.147 --> 00:15:06.697
If that's not possible, I will reach out periodically to through email just to check in and see how are you doing?
00:15:07.086 --> 00:15:09.126
So yes, there's a business relationship.
00:15:09.961 --> 00:15:15.211
But all of the partners that I work with, there's also a personal element as well.
00:15:15.211 --> 00:15:22.971
So I'm first in interested in how they're doing and secondary how is the business doing or how is the business coming along?
00:15:23.001 --> 00:15:26.422
And of course, I'm always offering my assistance.
00:15:26.601 --> 00:15:33.442
If I can offer if I can offer such assistance, and I must say those relationships like a plant, right?
00:15:33.542 --> 00:15:40.172
A lot of plants have fruits and seeds and it, those seeds you can, those fruits you can reap and you can plant the seeds, right?
00:15:40.501 --> 00:15:46.606
So because of always foster those relationships I'm pleased to say that a lot of relationships that have.
00:15:46.991 --> 00:15:55.182
I've grown and fostered, started with my time in the industry, and I've left the industry 24 years ago.
00:15:55.812 --> 00:16:04.192
But those plant, those relationships that I establish of born amazing fruits and I keep reaping those fruits today.
00:16:04.581 --> 00:16:14.312
So it's very important to build the relationships treat them like a plant, maintain the relationships, and they will spread into or, and multiply into.
00:16:15.017 --> 00:16:18.876
And inordinate amount of relationships.
00:16:19.697 --> 00:16:31.667
The fact that you have such deep relationships so many years after you left the functional roles within the industry is really a testament to how nurturing you were to those relationships early on.
00:16:31.907 --> 00:16:34.216
When you're talking to your students who.
00:16:34.461 --> 00:16:43.221
Either may be more nervous about the introductions or about how to go about that or early careerists at the same time.
00:16:43.581 --> 00:16:53.692
Are there ways that you can recommend to start off if maybe that isn't your personality or you're a little bit more nervous about how to start building those relationships?
00:16:54.147 --> 00:16:54.956
Oh, absolutely.
00:16:54.956 --> 00:17:00.687
And I get that question quite often from students who are very, they're introverts, right by nature.
00:17:00.687 --> 00:17:04.346
So I usually tell them, just build one relationship at a time.
00:17:04.916 --> 00:17:14.261
Build that relationship one at a time, maintain that relationship, that professional relationship, and over time you will start to grow in your level of.
00:17:14.551 --> 00:17:18.301
Comfort, you'll start to grow your level of confidence.
00:17:18.541 --> 00:17:26.832
And over time, before you know it, you are going to have at least the plant analogy, you're going to have a forest of relationships.
00:17:26.862 --> 00:17:30.102
Most people see me now as being an extrovert.
00:17:30.152 --> 00:17:32.251
But when I started off I was an introvert.
00:17:32.457 --> 00:17:38.727
And today, most people when I tell them, Hey, I was as shy as a leaf blown in the wind.
00:17:39.186 --> 00:17:40.086
They don't believe it.
00:17:40.116 --> 00:17:41.916
And I keep telling them, yes, I was.
00:17:42.136 --> 00:17:45.017
I always tell my students, just start off with one relationship.
00:17:45.366 --> 00:17:51.836
Build that relationship, foster that relationship, and it'll multiply into an inordinate amount of relationships.
00:17:52.586 --> 00:17:58.186
I like the advice too of the recurring nature of it that you have to continue to foster it a life.
00:17:58.247 --> 00:18:05.886
A lot of people, I think you meet someone once and then you have a relationship, but there's such an aspect of it, of that continued nourishing.
00:18:05.886 --> 00:18:08.977
Or if we're looking at the garden, if you're not continuing to water.
00:18:09.237 --> 00:18:14.247
Those relationships, then it's gonna be hard to develop genuine relationships there.
00:18:14.247 --> 00:18:17.366
So absolutely think that's really great advice.
00:18:17.906 --> 00:18:30.711
One of the things that has been most fun for me with this interview process is that for some people like you who I've known for quite a long time now, I always learn something I didn't know I'm gonna.
00:18:31.182 --> 00:18:32.231
Expanded a little bit bigger.
00:18:32.442 --> 00:18:35.817
What is one thing that everyone who sees Dr.
00:18:35.817 --> 00:18:37.662
Jackson doesn't know about you?
00:18:37.662 --> 00:18:48.221
Or what is a misperception that maybe when you hear how someone has described you, they're like, wow, that is surprising Because other than that, maybe the introvert extrovert, since you've already given that one as an example,
00:18:48.942 --> 00:18:52.912
so of one misperception is is that I'm always in a suit.
00:18:53.031 --> 00:18:53.061
Okay.
00:18:55.672 --> 00:18:58.402
Everyone of'em, they joke about it actually.
00:18:58.592 --> 00:19:03.721
So my students, they'll joke and my peers they'll joke sometimes and ask me, do you sleep in a suit?
00:19:03.771 --> 00:19:04.192
I love
00:19:04.192 --> 00:19:04.281
that.
00:19:04.586 --> 00:19:05.707
'cause I'm always in a suit.
00:19:06.261 --> 00:19:06.832
So
00:19:07.132 --> 00:19:07.432
do you that's
00:19:09.291 --> 00:19:11.902
it's as far away from reality.
00:19:12.172 --> 00:19:16.971
So I tell my students, this is my personal brand when I'm at work, this is my personal brand.
00:19:17.307 --> 00:19:20.487
But outside I'm an avid outdoors person.
00:19:21.007 --> 00:19:21.876
I love fishing.
00:19:21.936 --> 00:19:22.957
I love gardening.
00:19:22.957 --> 00:19:23.826
I love farming.
00:19:23.826 --> 00:19:30.567
So I tell my students all the time and my peers, if you saw me when I'm not at work, you would not recognize me.
00:19:30.807 --> 00:19:34.436
Baseball hat, cargo pants, camouflage shirt.
00:19:34.727 --> 00:19:35.267
That's me.
00:19:35.267 --> 00:19:37.846
That's me on the outdoors when I'm outdoors.
00:19:38.126 --> 00:19:38.487
Yeah.
00:19:38.487 --> 00:19:39.477
So that's a miss.
00:19:39.477 --> 00:19:40.376
Misperception.
00:19:40.457 --> 00:19:44.176
One thing that someone might not know about me is that I speak German.
00:19:44.227 --> 00:19:45.126
I speak German.
00:19:45.176 --> 00:19:50.872
I had an opportunity in 1989 to study German in Basar, Switzerland.
00:19:51.882 --> 00:19:54.821
And I took advantage of that opportunity.
00:19:54.912 --> 00:20:03.352
And so I started in Ger in Baso, Switzerland, but also spent some time in Germany as well to expand my knowledge of the German language.
00:20:03.981 --> 00:20:07.152
So that's something that someone who meets me would never know.
00:20:07.842 --> 00:20:12.251
I should have invited the cargo pant, baseball cap, Dr.
00:20:12.251 --> 00:20:12.311
Yeah.
00:20:12.701 --> 00:20:14.592
The interview people would not have believed it.
00:20:14.592 --> 00:20:15.251
You are right.
00:20:15.281 --> 00:20:15.971
That is true.
00:20:15.971 --> 00:20:16.511
That is true.
00:20:17.196 --> 00:20:20.346
The hospitality industry is incredibly resilient.
00:20:20.346 --> 00:20:22.567
We have a million examples of being able to show that.
00:20:22.567 --> 00:20:34.507
But so really are so many of our established leaders and the people who've been in the industry for a long time, there's not one of us who has not had an oops moment in our career where we really thought, this is the end.
00:20:34.507 --> 00:20:38.106
I'm gonna be fired, or this mistake, I can't come back from this one.
00:20:38.406 --> 00:20:40.356
Can you think of an example of.
00:20:40.507 --> 00:20:51.307
A time in your career where you made a mistake, it felt in that moment, like it was catastrophic, how you handled it with your supervisor or your managers, and maybe what you've learned from it.
00:20:52.132 --> 00:20:52.432
Yeah.
00:20:52.481 --> 00:20:54.132
Rachel this is this one.
00:20:54.182 --> 00:20:57.122
This is one example that I actually use with my students.
00:20:57.122 --> 00:21:05.862
So early in my career I had the opportunity to evaluate two PMS systems for a company I worked for.
00:21:06.461 --> 00:21:16.811
And we had about five, and we had narrowed it down to two, and we made a decision to go with one PMSA over PMSB.
00:21:17.727 --> 00:21:32.122
I contacted both vendors and told PMSA, we're going to go with your property management system and PMSB, I'm sorry, great demonstration, but it does not serve our needs at this point in time.
00:21:33.051 --> 00:21:34.102
I did a follow up.
00:21:34.102 --> 00:21:39.862
I was going to follow up by email, and I drafted two emails in Microsoft Word.
00:21:39.961 --> 00:21:42.392
One for the accept, one for the reject.
00:21:42.991 --> 00:21:51.092
Someone came into my office as I was about to send the email and I was distracted and I sent the emails to the wrong person.
00:21:51.332 --> 00:21:51.811
Oh my goodness.
00:21:52.231 --> 00:21:53.761
Accept, got reject, got accept.
00:21:54.642 --> 00:22:05.872
You can just imagine the embarrassment that I felt, but also how upset both vendors were, one was happy and one was upset, so I learned a lot from it.
00:22:05.922 --> 00:22:17.001
The lesson I learned was that take time before you send an email, but also when you're a leader, you're going to have, competing task that require immediate attention.
00:22:17.271 --> 00:22:27.737
Learn to prioritize and make sure that you are dealing with the circumstance at hand and not multitasking to the point where you make.
00:22:28.662 --> 00:22:32.892
These mistakes where my boss was concerned he thought it was hilarious.
00:22:33.412 --> 00:22:34.971
Oh, he laughed at me for sure.
00:22:34.971 --> 00:22:38.001
And because no doubt, no serious damage was done right.
00:22:38.001 --> 00:22:41.142
But potentially I was very embarrassed by this experience.
00:22:41.872 --> 00:22:42.501
I think you're right.
00:22:42.501 --> 00:22:51.652
We all tend to take on so much at one time that ability to really lean in and focus on one task at a time is such an important lesson.
00:22:52.551 --> 00:22:52.821
Absolutely.
00:22:52.821 --> 00:22:54.192
And I appreciate you sharing that.
00:22:54.192 --> 00:22:57.852
One thing I'm curious about because while in your early.
00:22:58.287 --> 00:22:59.936
Talk about your personal journey.
00:22:59.997 --> 00:23:01.826
You said you've been with several different companies.
00:23:01.826 --> 00:23:01.916
Yes.
00:23:01.916 --> 00:23:07.586
You've had a lot of different roles and much of that then led to your career in academia.
00:23:08.126 --> 00:23:17.981
But as we go from role to role, either within a company or we switch companies, there are skills that we take with us that we then can further develop and we can.
00:23:18.717 --> 00:23:19.797
Continue to evolve.
00:23:19.797 --> 00:23:21.686
Then there are other skills we have to learn new.
00:23:21.987 --> 00:23:34.207
How do you take what you've learned in one role and really apply it to the next, but in a way that continues to expand your entire skillset or your entire leadership journey?
00:23:34.957 --> 00:23:37.146
Yeah, so I've been very fortunate.
00:23:37.146 --> 00:23:38.467
Thank you for that question.
00:23:38.467 --> 00:23:48.247
I've been very fortunate in that I've had the privilege of working in all the major sectors, and of course, these various experiences have imbued the importance of pain.
00:23:48.247 --> 00:23:49.122
Close attention.
00:23:50.196 --> 00:23:53.527
To my customers, both internal and external.
00:23:53.926 --> 00:24:04.057
So even my current role as an academic program director I see the hospitality industry as my customer and my students are my product.
00:24:04.537 --> 00:24:12.967
So the lessons I learned from my time in industry of paying close attention and listening to my customer, I still.
00:24:13.156 --> 00:24:14.957
Practice it as well in academia.
00:24:14.957 --> 00:24:19.406
So I spend a lot of time talking to the industrial professionals.
00:24:19.436 --> 00:24:30.936
My industrial board and their feedback have helped to shape our curriculum our activities that we have co-curricular activities in the program.
00:24:31.326 --> 00:24:37.866
And as a result we do prepare students who are ready to take their place in this industry.
00:24:38.257 --> 00:24:51.797
Again all of those experiences have imbued that insatiable desire to constantly talk to my customers, both internal and external, to ensure that we are serving their needs.
00:24:52.787 --> 00:24:57.106
That's such a great thing, the art of listening and using that to further develop.
00:24:57.416 --> 00:25:00.416
One thing that you and I both care a lot about is.
00:25:00.416 --> 00:25:09.866
That the hospitality industry continue to be diverse at all levels, including the leadership levels, and you have such an impact on the next generation of students.
00:25:10.136 --> 00:25:16.376
What are you seeing from an industry standpoint and what can we all do to make sure that we are striving for that same goal?
00:25:16.426 --> 00:25:28.676
For me, it's from an industry standpoint in terms of, diversity et cetera, we just need to ensure that we are preparing future leaders who are going to represent society as a whole.
00:25:29.126 --> 00:25:34.906
So we should try our very best to prepare individuals from all different.
00:25:35.701 --> 00:25:39.422
Backgrounds and get them ready for leadership positions.
00:25:39.662 --> 00:25:46.771
And when those leadership positions arise, they should all be treated fairly in terms of getting access to these positions.
00:25:47.382 --> 00:25:47.862
I love that.
00:25:47.862 --> 00:25:47.957
I love that.
00:25:48.537 --> 00:25:51.537
We appreciate all of your leadership there for sure.
00:25:51.896 --> 00:25:55.307
As we wrap up now, I wanna wrap up with just two final questions.
00:25:55.307 --> 00:25:58.217
One, which is my absolute favorite question to ask.
00:25:58.547 --> 00:26:04.096
I think for all of us, we are works in progress and part of that is reflecting on.
00:26:04.767 --> 00:26:07.527
Where our career has been, where our personal life has been.
00:26:07.527 --> 00:26:20.067
If you look back at Young Leonard Jackson in Jamaica, what would you tell yourself that, what would you tell that young man that either might have changed the way that your path was made it easier?
00:26:20.067 --> 00:26:23.636
What is one thing you wish you knew then that today
00:26:24.636 --> 00:26:26.826
I wish I had learned to relax more.
00:26:26.882 --> 00:26:44.267
I was so focused on my career, my education, which was going to lead to a career that if I believe at the time if I spent time engaging in activities that were not geared towards my education at the time, I felt I was wasting time.
00:26:45.192 --> 00:26:54.372
So I was very intensely focused on my education because that was going to be my vehicle to get me to the career that I wanted.
00:26:54.372 --> 00:26:56.132
So I wish I'd learned to relax more.
00:26:56.471 --> 00:26:59.412
But then again, if I did, perhaps I wouldn't be here.
00:26:59.622 --> 00:27:00.791
Yeah, that's true.
00:27:01.152 --> 00:27:02.201
It's incredible actually.
00:27:02.201 --> 00:27:06.942
How many people I hear tell a similar piece of advice to their younger self.
00:27:06.942 --> 00:27:13.811
I think so many of us, you just have that early drive, but you're right, that may be what propels you to where you are today.
00:27:14.122 --> 00:27:21.112
As we wrap up, you've given so many incredible pieces of experience from your leadership journey and advice.
00:27:21.132 --> 00:27:29.832
To others, but keeping in mind our motto of empowering personal success, what is one final piece of advice you'd share with our audience?
00:27:30.071 --> 00:27:30.372
Sure.
00:27:30.372 --> 00:27:30.821
Thank you.
00:27:30.872 --> 00:27:35.402
I believe that all the per pursuit of excellence is an elusive quest.
00:27:35.731 --> 00:27:49.001
It's a journey that has peaks and valleys, and my advice is when you're on the peak and jaw, the peak, but spend some time to prepare for possible valleys.
00:27:49.672 --> 00:27:54.352
And we're nearing the valley, understand that there is only one way and it's up.
00:27:54.592 --> 00:27:56.721
So never give up, never despair.
00:27:56.971 --> 00:28:04.112
Just have a lot of fortitude and confidence and belief in yourself that you're going to get back to that peak.
00:28:04.382 --> 00:28:07.801
And remember, as I said, the pursuit of excellence.
00:28:07.951 --> 00:28:09.152
It's an elusive quest.
00:28:09.602 --> 00:28:11.432
Excellence is not a destination.
00:28:11.461 --> 00:28:12.781
We're always striving for that.
00:28:13.392 --> 00:28:16.241
I think the peaks and valleys is such a great thing to say.
00:28:16.241 --> 00:28:23.832
Yes, and so important for everyone to hear that there are highs and there are lows and they will all be part of who shapes us into who we are.
00:28:24.201 --> 00:28:29.102
I appreciate you joining me so very much to those listening at home.
00:28:29.102 --> 00:28:32.791
We know you have a lot of ways you can spend your time, so we appreciate you taking.
00:28:32.971 --> 00:28:35.287
Some time to join us, Dr.
00:28:35.287 --> 00:28:35.751
Jackson.
00:28:35.751 --> 00:28:47.001
I am incredibly grateful for your time and the wisdom you've shared today, but also for all of the work you're doing, not just in the hospitality industry in general, but raising our next generation of hospitality industry leaders.
00:28:47.001 --> 00:28:49.612
So thank you very much for sharing your story.
00:28:50.031 --> 00:28:50.872
You're most welcome.
00:28:50.872 --> 00:28:51.832
My pleasure indeed.
00:28:52.382 --> 00:29:03.602
And we hope everyone will head on over to its personal stories.com to hear from other industry leaders who have likewise shared their personal stories, their personal journeys, and their leadership insights as well.
00:29:03.602 --> 00:29:05.521
So thank you all for joining us.
00:29:05.971 --> 00:29:06.332
Thank you.
00:00:00.897 --> 00:00:04.826
I am Rachel Humphrey with its Personal stories, a hospitality podcast.
00:00:04.826 --> 00:00:10.047
We are a nonprofit dedicated to empowering personal success within the hospitality industry.
00:00:10.377 --> 00:00:14.422
I'm super excited to be joined today on the show by doc with Dr.
00:00:14.422 --> 00:00:19.292
Leonard Jackson from Kennesaw State University, and we are gonna jump right in.
00:00:19.312 --> 00:00:19.716
Dr.
00:00:19.716 --> 00:00:21.472
Jackson, welcome to the program.
00:00:21.711 --> 00:00:22.672
Oh, thank you, Rachel.
00:00:22.672 --> 00:00:23.356
Thanks for having me.
00:00:24.512 --> 00:00:32.311
As everyone knows who listens regularly, one of the things that I really love about the hospitality industry is how unique everyone's path is.
00:00:32.551 --> 00:00:40.061
You and I can have incredibly different journeys to leadership and yet still end up in hospitality industry leadership.
00:00:40.061 --> 00:00:42.341
So tell us a little bit about your background.
00:00:42.612 --> 00:00:47.381
Tell us about maybe some of those pivotal steps, but really who got to you to where you are today?
00:00:47.847 --> 00:00:48.476
Absolutely.
00:00:48.476 --> 00:00:49.046
Thank you.
00:00:49.256 --> 00:00:56.847
So my personal journey into this amazing industry started on the sunny island of Jamaica where I was born.
00:00:57.277 --> 00:01:02.106
I started working in the industry in 1984 at a French boutique style hotel.
00:01:02.957 --> 00:01:04.606
And I worked my way.
00:01:04.667 --> 00:01:09.856
I worked there throughout my entire high school and I started off in the back of the house.
00:01:09.917 --> 00:01:14.816
And as I got older and taller I was moved to the front of the house.
00:01:15.177 --> 00:01:20.262
I continued my journey in the industry when I moved from Jamaica to Toronto, Canada.
00:01:21.186 --> 00:01:23.257
And started college there.
00:01:23.257 --> 00:01:27.996
And while I was working in college, I worked for several different companies.
00:01:28.057 --> 00:01:39.417
And once I finished college, I worked for Fairmont Hotels and Resorts, Hyatt Hotels and Resorts, and like most professionals, when I started college, I was also working in in the industry.
00:01:39.417 --> 00:01:45.387
So I was able to pursue all my degrees while I was also working in the industry.
00:01:45.496 --> 00:01:49.906
One of the beauties of our industry is that hotels are open 365 days.
00:01:50.007 --> 00:01:51.087
24 hours.
00:01:51.087 --> 00:01:55.417
So for college students, you can always find employment in industry.
00:01:55.912 --> 00:02:08.092
A pivotal moment in my career that led to my current position in academia came when one of my professors Steven Burr he encouraged me to pursue a career in academia.
00:02:08.731 --> 00:02:19.762
I had no interest in academia to start off, but he saw something in me that I didn't see in myself, and he encouraged me to continue my education and head into academia.
00:02:20.176 --> 00:02:22.667
So that was a very pivotal moment for me.
00:02:23.146 --> 00:02:28.222
And following his his advice I was able to pursue several degrees.
00:02:28.562 --> 00:02:30.181
I ended up with eight degrees.
00:02:30.662 --> 00:02:30.842
Oh my
00:02:30.977 --> 00:02:31.056
goodness.
00:02:31.072 --> 00:02:38.067
Eight degrees overall, but it all started with someone who saw something in me that I didn't know I had.
00:02:38.951 --> 00:02:50.352
And following that journey, I've worked before my current position here at Kennesaw State University, I worked for leading academic institutions such as Central Florida, the Rosen College.
00:02:50.752 --> 00:02:58.651
Studied at Oklahoma State University and gained a necessary academic skillset that is required for one in academia.
00:02:59.787 --> 00:03:06.687
That's incredible and so many different leadership themes that I'm looking forward to exploring in a little bit more detail.
00:03:07.076 --> 00:03:14.157
One of the ones I wanna start with is, you touched on the fact that you've really been in this industry since you were a kid growing up.
00:03:14.456 --> 00:03:14.576
Yes.
00:03:14.787 --> 00:03:20.456
What is a skill that you learned maybe in that first job you had at the boutique hotel?
00:03:20.646 --> 00:03:23.257
That you still use in your role today?
00:03:23.257 --> 00:03:35.556
And then what is one skill that as you were progressing through different roles, maybe you didn't learn in an academic setting, but you knew you had to set out to learn it on your own if you were gonna be successful in your role?
00:03:36.276 --> 00:03:37.326
Yes, absolutely.
00:03:37.326 --> 00:03:47.526
So quite often, where you start in your career can be so important in terms of how it shapes you as a person, but also as a professional.
00:03:47.817 --> 00:03:52.417
And I was very fortunate in that the owners of the hotel had a mantra.
00:03:52.467 --> 00:03:54.806
There's no substitute for excellence.
00:03:54.907 --> 00:04:00.872
And all employees were required to uphold a mantra of excellence.
00:04:01.081 --> 00:04:03.451
So that has imbued in me.
00:04:03.662 --> 00:04:11.961
Just the discipline that whatever endeavors I undertake I should always aspire to execute it at the highest level of quality.
00:04:11.961 --> 00:04:23.192
So as a professional, I've always looked back at how important working at that resort was for how it has in terms of how it has shaped me as a professional.
00:04:23.906 --> 00:04:25.637
The owner she has since passed.
00:04:25.666 --> 00:04:28.906
She, there was always the notion that average is never enough.
00:04:28.966 --> 00:04:30.226
We'll never be average.
00:04:30.226 --> 00:04:31.877
We always want to be the best.
00:04:32.547 --> 00:04:35.357
In terms of something I wish I had learned earlier.
00:04:35.456 --> 00:04:37.737
I was taught that my work should speak for itself.
00:04:38.177 --> 00:04:44.447
And I was always that worker who was always relying on my work to speak for itself.
00:04:45.047 --> 00:04:53.117
So one thing I wish I had learned was, yes, you should always aspire for excellence, but you should also let your boss know what you're doing.
00:04:53.117 --> 00:04:53.237
That's
00:04:53.716 --> 00:04:54.706
such good advice.
00:04:55.307 --> 00:04:56.896
Yes, I think it's important.
00:04:56.956 --> 00:05:03.956
Don't assume that your manager, your supervisor, your boss, they know exactly all the tasks that you are you're accomplishing.
00:05:04.377 --> 00:05:09.127
You don't necessarily need to brag or boast, but just make sure that you're aware of what you're doing.
00:05:10.372 --> 00:05:18.112
There's no substitute for excellence is certainly a great lesson to have carried throughout your career and really advocating for yourself.
00:05:18.112 --> 00:05:18.711
I think you're right.
00:05:18.721 --> 00:05:23.771
It doesn't mean that you are bragging or that you are taking away from the work you're doing.
00:05:23.771 --> 00:05:26.951
You're just making sure that those, they've, everybody has a lot going on.
00:05:26.951 --> 00:05:32.701
So making sure that your supervisors or your management knows what you're doing is really important.
00:05:32.701 --> 00:05:33.632
Thank you for sharing that.
00:05:33.632 --> 00:05:34.862
That's such good advice.
00:05:35.132 --> 00:05:35.401
Absolutely.
00:05:36.557 --> 00:05:45.677
Earlier about having a mentor that saw something in you that you did not see in yourself, and how it really changed the trajectory of your career for you.
00:05:45.857 --> 00:05:56.216
That's actually something I relate to, and I've talked a lot about having somebody see things and really, not even just encouraging me, but trying to, convince me that I had.
00:05:56.576 --> 00:06:00.177
Either skills or roles or something that I just wasn't seeing.
00:06:00.177 --> 00:06:03.266
Talk about the role of mentors, allies, and champions.
00:06:03.567 --> 00:06:05.427
How do you think one seeks them out?
00:06:05.427 --> 00:06:15.117
What do you think the role of that can be for students, for rising leaders, but also for seasons, leaders who may need that extra support system?
00:06:15.507 --> 00:06:15.867
Yes.
00:06:15.916 --> 00:06:25.697
So mentors are very important because they shape how we behave, they shape how we pursue excellence and importantly how we carry ourselves.
00:06:25.697 --> 00:06:28.607
So my first mentors were my parents, right?
00:06:28.846 --> 00:06:37.576
So the value system that I have as it relates to my personal life and my professional endeavors as well, were shaped by my parents.
00:06:38.177 --> 00:06:50.906
Their s value system was one of integrity, one of ethics, and all my decisions or all decisions that I make I'm always ensuring that such decisions are grounded in ethical principles.
00:06:51.507 --> 00:06:54.297
In terms of champions I think they're very important.
00:06:54.297 --> 00:06:58.232
So I perceive a champion as someone who's going to vouch for you.
00:06:58.976 --> 00:07:00.416
Behind your back, right?
00:07:00.416 --> 00:07:01.947
They're going to stand up for you.
00:07:01.947 --> 00:07:04.826
They're going to advocate for you when you're not present.
00:07:05.276 --> 00:07:16.387
So I've always encouraged my students to ensure that yes, you can have mentors, but also carry yourself in a manner so that and others can become your champion without you knowing.
00:07:16.776 --> 00:07:21.286
And for me it, there has been several champions in my career.
00:07:21.336 --> 00:07:23.317
It's really hard to single out one, but.
00:07:23.901 --> 00:07:33.677
Several people have advocated for me without me knowing, and it's all about how I carry myself in a professional manner at all times.
00:07:35.351 --> 00:07:49.422
I like the differentiation too, between mentors and champions, but that if you continue to behave when you're not intending to be establishing those relationships, that people will see who you are and want to champion for you.
00:07:49.422 --> 00:07:50.982
So that's great advice.
00:07:51.221 --> 00:07:51.641
Absolutely.
00:07:52.331 --> 00:08:03.581
Talked earlier about the personal mantra of the resort, where you got your career start, and also that your parents established in you a very high ethical standard.
00:08:04.031 --> 00:08:19.711
What is the personal brand or the personal mantra that you use as your personal guiding North Star, whether it be in career decisions, personal decisions, how do you look at yourself in a way that allows you to be consistent in your decision making?
00:08:20.322 --> 00:08:25.951
So for me how I'm consistent in my decision making is, it goes back to what I mentioned earlier.
00:08:26.211 --> 00:08:33.062
All of my decisions are grounded and centered on ethical discipline and ethical discipline.
00:08:33.601 --> 00:08:38.331
Rachel, I wanna make sure that whatever decisions I make can withstand any scrutiny.
00:08:38.812 --> 00:08:41.361
So I've always tried to.
00:08:41.856 --> 00:08:49.687
Ensure that my personal or professional biases do are not interjected into any decisions that I make.
00:08:49.927 --> 00:08:53.886
It's always about the task that we need to accomplish.
00:08:54.126 --> 00:09:02.447
So all decisions that I make are task focus, people focus and they all surround the pursuit of excellence.
00:09:03.182 --> 00:09:03.961
Excellent.
00:09:04.451 --> 00:09:13.532
One of the things that I have found very interesting as I've interviewed hundreds of guests over the last couple years is this recurring theme of curiosity.
00:09:13.532 --> 00:09:18.812
Probably a word I would not have used to describe leadership or even myself when I started on this.
00:09:18.927 --> 00:09:19.647
Journey.
00:09:20.096 --> 00:09:26.006
But I'm interested, I'm guessing someone with eight degrees has a, an element of curiosity to you.
00:09:26.517 --> 00:09:33.537
Would you describe yourself as a curious person and how do you really satisfy that drive for curiosity?
00:09:33.537 --> 00:09:38.067
If so, and then if so, what is one thing that you're very curious about today?
00:09:38.846 --> 00:09:39.447
Absolutely.
00:09:39.447 --> 00:09:39.836
Thank you.
00:09:39.836 --> 00:09:42.496
So I'm very curious by nature.
00:09:42.496 --> 00:09:44.716
So I have an insatiable.
00:09:45.142 --> 00:09:47.692
Appetite and hunger for learning.
00:09:48.412 --> 00:09:53.302
And I started, as I mentioned earlier in this industry in 1984.
00:09:53.841 --> 00:10:04.772
And I've seen how the industry has changed and evolved and mine satiable Appetite for Learning has helped me keep abreast with the changes in the industry.
00:10:05.022 --> 00:10:09.312
I didn't mention also that I have about 14 professional certifications.
00:10:09.711 --> 00:10:17.152
So every time there's a significant change in the industry, we do have certifications that we can pursue to keep us abreast.
00:10:17.601 --> 00:10:23.751
So I've pursued those because I've always believed, I believe, as well, Rachel, that to teach one must learn, right?
00:10:23.991 --> 00:10:28.741
So as an educator my curiosity for learning has served me well.
00:10:28.741 --> 00:10:32.402
It has served my stakeholders well because I'm learning.
00:10:32.777 --> 00:10:42.787
And I'm, I parting the knowledge that I gather onto my students so that they can be better individuals first, but also great talent for our industry.
00:10:44.386 --> 00:10:45.376
That's incredible.
00:10:45.376 --> 00:10:50.596
And I, the certificates on top of all of the degrees, I imagine that Correct.
00:10:50.596 --> 00:10:56.162
Continues forward, that you're never gonna stop being curious and never stop learning there, Dr.
00:10:56.162 --> 00:10:56.447
Jackson?
00:10:56.447 --> 00:10:56.716
That's correct.
00:10:57.047 --> 00:11:00.726
You and I first met, I believe when you were the founding director.
00:11:01.022 --> 00:11:06.572
For the Michael Levin School of Management, entrepreneurship and Hospitality at Kennesaw State.
00:11:06.932 --> 00:11:14.912
And in that role over the years, you have an opportunity to impact truly, thousands of lives.
00:11:14.912 --> 00:11:26.966
The students, the other faculty, your colleagues, and all these people about the future of the hospitality industry, about the industry itself, the love and the passion that comes along with it, the career opportunities.
00:11:27.326 --> 00:11:31.557
What are you telling students today about career development?
00:11:31.736 --> 00:11:36.897
What are you, what is, what are they learning?
00:11:36.947 --> 00:11:41.307
From a leadership standpoint, what are they, what are you focusing on with them?
00:11:41.307 --> 00:11:43.961
Because we can all learn the substantive matter of different.
00:11:44.576 --> 00:11:53.246
Majors of different courses, of different roles, but what do you think some of the important leadership attributes are to be teaching the future rising leaders in the industry?
00:11:53.767 --> 00:11:54.307
Thanks for that.
00:11:54.356 --> 00:12:03.226
Question Rachel, because one of the things I pride myself in is that I spend a lot of time working one-on-one and in group settings with our students.
00:12:03.256 --> 00:12:11.937
And the things I try to impart on my students is one, the importance of building and fostering professional relationships.
00:12:12.326 --> 00:12:17.912
Our industry is intricately connected and I tell them all the time never burning the bridges.
00:12:18.486 --> 00:12:28.427
Because we're so well connected on the other side I also tell them, or share with them the importance of building their personal brands and protecting their personal brands.
00:12:28.917 --> 00:12:34.677
And I, each one is gonna have their own personal brand, but is this the brand that you want to.
00:12:35.466 --> 00:12:39.267
Portray is what you're doing representing your personal brand.
00:12:39.326 --> 00:12:48.537
And as I mentioned earlier, because we're such a connected industry, if you have a brand that's not a solid brand, you can destroy your career very quickly.
00:12:49.267 --> 00:13:01.927
I also, going back to this whole mantra of excellence, I also tell them that they should always strive for excellent excellence and there are no substitutes for professional excellence.
00:13:02.871 --> 00:13:08.572
I love that the such an important lesson that you learned at the start of your career.
00:13:08.572 --> 00:13:12.562
You're now getting to share with others as they begin to start theirs.
00:13:12.562 --> 00:13:17.511
I think that your former mentor would probably be very pleased to know that she was.
00:13:18.336 --> 00:13:20.826
Impacting future generations to come.
00:13:21.136 --> 00:13:28.336
You touched on something really important about building relationships, and I wanted to develop that a little bit further.
00:13:28.336 --> 00:13:35.326
I'm imagining that in your current role at the Levin School, relationships help with internships, with jobs with.
00:13:35.652 --> 00:13:43.032
Introductions to mentors, to faculty advisors, to different you just came back from a conference to different conferences.
00:13:43.422 --> 00:13:49.511
How do you set out and how have you over the course of your career to actually build those relationships?
00:13:49.511 --> 00:13:52.841
Because I think you and I, while very different.
00:13:53.236 --> 00:14:00.317
Have the ability to lean into our own personal attributes in how we build relationships, in how we network with others.
00:14:00.317 --> 00:14:08.136
So how do you set out to build those relationships that might be suited more to your individuality or your personality?
00:14:08.897 --> 00:14:09.167
Yeah.
00:14:09.167 --> 00:14:09.496
Thanks.
00:14:09.677 --> 00:14:10.366
Thanks Rachel.
00:14:10.366 --> 00:14:16.346
So for me I see relationships as living, breathing, things that have to be nourished.
00:14:16.346 --> 00:14:20.226
You have to just think about I, I'll use the analogy of a plant, right?
00:14:20.226 --> 00:14:21.547
A beautiful flower, right?
00:14:21.876 --> 00:14:27.636
So if you look at this beautiful flower, if it's not nurtured, if it's not watered, it'll die.
00:14:28.047 --> 00:14:30.767
The same thing happens with relationships.
00:14:31.006 --> 00:14:40.726
So I try my very best to maintain and foster the relationships that I have, because those relationships usually lead to other relationships as well.
00:14:41.297 --> 00:14:53.677
So I spend time, as you mentioned, we do have a lot of industrial partners that we work closely with, and I make sure I make time to visit with our industrial partners.
00:14:53.677 --> 00:14:58.836
So I will spend, I will take time to go visit with them at their place of employment.
00:14:59.147 --> 00:15:06.697
If that's not possible, I will reach out periodically to through email just to check in and see how are you doing?
00:15:07.086 --> 00:15:09.126
So yes, there's a business relationship.
00:15:09.961 --> 00:15:15.211
But all of the partners that I work with, there's also a personal element as well.
00:15:15.211 --> 00:15:22.971
So I'm first in interested in how they're doing and secondary how is the business doing or how is the business coming along?
00:15:23.001 --> 00:15:26.422
And of course, I'm always offering my assistance.
00:15:26.601 --> 00:15:33.442
If I can offer if I can offer such assistance, and I must say those relationships like a plant, right?
00:15:33.542 --> 00:15:40.172
A lot of plants have fruits and seeds and it, those seeds you can, those fruits you can reap and you can plant the seeds, right?
00:15:40.501 --> 00:15:46.606
So because of always foster those relationships I'm pleased to say that a lot of relationships that have.
00:15:46.991 --> 00:15:55.182
I've grown and fostered, started with my time in the industry, and I've left the industry 24 years ago.
00:15:55.812 --> 00:16:04.192
But those plant, those relationships that I establish of born amazing fruits and I keep reaping those fruits today.
00:16:04.581 --> 00:16:14.312
So it's very important to build the relationships treat them like a plant, maintain the relationships, and they will spread into or, and multiply into.
00:16:15.017 --> 00:16:18.876
And inordinate amount of relationships.
00:16:19.697 --> 00:16:31.667
The fact that you have such deep relationships so many years after you left the functional roles within the industry is really a testament to how nurturing you were to those relationships early on.
00:16:31.907 --> 00:16:34.216
When you're talking to your students who.
00:16:34.461 --> 00:16:43.221
Either may be more nervous about the introductions or about how to go about that or early careerists at the same time.
00:16:43.581 --> 00:16:53.692
Are there ways that you can recommend to start off if maybe that isn't your personality or you're a little bit more nervous about how to start building those relationships?
00:16:54.147 --> 00:16:54.956
Oh, absolutely.
00:16:54.956 --> 00:17:00.687
And I get that question quite often from students who are very, they're introverts, right by nature.
00:17:00.687 --> 00:17:04.346
So I usually tell them, just build one relationship at a time.
00:17:04.916 --> 00:17:14.261
Build that relationship one at a time, maintain that relationship, that professional relationship, and over time you will start to grow in your level of.
00:17:14.551 --> 00:17:18.301
Comfort, you'll start to grow your level of confidence.
00:17:18.541 --> 00:17:26.832
And over time, before you know it, you are going to have at least the plant analogy, you're going to have a forest of relationships.
00:17:26.862 --> 00:17:30.102
Most people see me now as being an extrovert.
00:17:30.152 --> 00:17:32.251
But when I started off I was an introvert.
00:17:32.457 --> 00:17:38.727
And today, most people when I tell them, Hey, I was as shy as a leaf blown in the wind.
00:17:39.186 --> 00:17:40.086
They don't believe it.
00:17:40.116 --> 00:17:41.916
And I keep telling them, yes, I was.
00:17:42.136 --> 00:17:45.017
I always tell my students, just start off with one relationship.
00:17:45.366 --> 00:17:51.836
Build that relationship, foster that relationship, and it'll multiply into an inordinate amount of relationships.
00:17:52.586 --> 00:17:58.186
I like the advice too of the recurring nature of it that you have to continue to foster it a life.
00:17:58.247 --> 00:18:05.886
A lot of people, I think you meet someone once and then you have a relationship, but there's such an aspect of it, of that continued nourishing.
00:18:05.886 --> 00:18:08.977
Or if we're looking at the garden, if you're not continuing to water.
00:18:09.237 --> 00:18:14.247
Those relationships, then it's gonna be hard to develop genuine relationships there.
00:18:14.247 --> 00:18:17.366
So absolutely think that's really great advice.
00:18:17.906 --> 00:18:30.711
One of the things that has been most fun for me with this interview process is that for some people like you who I've known for quite a long time now, I always learn something I didn't know I'm gonna.
00:18:31.182 --> 00:18:32.231
Expanded a little bit bigger.
00:18:32.442 --> 00:18:35.817
What is one thing that everyone who sees Dr.
00:18:35.817 --> 00:18:37.662
Jackson doesn't know about you?
00:18:37.662 --> 00:18:48.221
Or what is a misperception that maybe when you hear how someone has described you, they're like, wow, that is surprising Because other than that, maybe the introvert extrovert, since you've already given that one as an example,
00:18:48.942 --> 00:18:52.912
so of one misperception is is that I'm always in a suit.
00:18:53.031 --> 00:18:53.061
Okay.
00:18:55.672 --> 00:18:58.402
Everyone of'em, they joke about it actually.
00:18:58.592 --> 00:19:03.721
So my students, they'll joke and my peers they'll joke sometimes and ask me, do you sleep in a suit?
00:19:03.771 --> 00:19:04.192
I love
00:19:04.192 --> 00:19:04.281
that.
00:19:04.586 --> 00:19:05.707
'cause I'm always in a suit.
00:19:06.261 --> 00:19:06.832
So
00:19:07.132 --> 00:19:07.432
do you that's
00:19:09.291 --> 00:19:11.902
it's as far away from reality.
00:19:12.172 --> 00:19:16.971
So I tell my students, this is my personal brand when I'm at work, this is my personal brand.
00:19:17.307 --> 00:19:20.487
But outside I'm an avid outdoors person.
00:19:21.007 --> 00:19:21.876
I love fishing.
00:19:21.936 --> 00:19:22.957
I love gardening.
00:19:22.957 --> 00:19:23.826
I love farming.
00:19:23.826 --> 00:19:30.567
So I tell my students all the time and my peers, if you saw me when I'm not at work, you would not recognize me.
00:19:30.807 --> 00:19:34.436
Baseball hat, cargo pants, camouflage shirt.
00:19:34.727 --> 00:19:35.267
That's me.
00:19:35.267 --> 00:19:37.846
That's me on the outdoors when I'm outdoors.
00:19:38.126 --> 00:19:38.487
Yeah.
00:19:38.487 --> 00:19:39.477
So that's a miss.
00:19:39.477 --> 00:19:40.376
Misperception.
00:19:40.457 --> 00:19:44.176
One thing that someone might not know about me is that I speak German.
00:19:44.227 --> 00:19:45.126
I speak German.
00:19:45.176 --> 00:19:50.872
I had an opportunity in 1989 to study German in Basar, Switzerland.
00:19:51.882 --> 00:19:54.821
And I took advantage of that opportunity.
00:19:54.912 --> 00:20:03.352
And so I started in Ger in Baso, Switzerland, but also spent some time in Germany as well to expand my knowledge of the German language.
00:20:03.981 --> 00:20:07.152
So that's something that someone who meets me would never know.
00:20:07.842 --> 00:20:12.251
I should have invited the cargo pant, baseball cap, Dr.
00:20:12.251 --> 00:20:12.311
Yeah.
00:20:12.701 --> 00:20:14.592
The interview people would not have believed it.
00:20:14.592 --> 00:20:15.251
You are right.
00:20:15.281 --> 00:20:15.971
That is true.
00:20:15.971 --> 00:20:16.511
That is true.
00:20:17.196 --> 00:20:20.346
The hospitality industry is incredibly resilient.
00:20:20.346 --> 00:20:22.567
We have a million examples of being able to show that.
00:20:22.567 --> 00:20:34.507
But so really are so many of our established leaders and the people who've been in the industry for a long time, there's not one of us who has not had an oops moment in our career where we really thought, this is the end.
00:20:34.507 --> 00:20:38.106
I'm gonna be fired, or this mistake, I can't come back from this one.
00:20:38.406 --> 00:20:40.356
Can you think of an example of.
00:20:40.507 --> 00:20:51.307
A time in your career where you made a mistake, it felt in that moment, like it was catastrophic, how you handled it with your supervisor or your managers, and maybe what you've learned from it.
00:20:52.132 --> 00:20:52.432
Yeah.
00:20:52.481 --> 00:20:54.132
Rachel this is this one.
00:20:54.182 --> 00:20:57.122
This is one example that I actually use with my students.
00:20:57.122 --> 00:21:05.862
So early in my career I had the opportunity to evaluate two PMS systems for a company I worked for.
00:21:06.461 --> 00:21:16.811
And we had about five, and we had narrowed it down to two, and we made a decision to go with one PMSA over PMSB.
00:21:17.727 --> 00:21:32.122
I contacted both vendors and told PMSA, we're going to go with your property management system and PMSB, I'm sorry, great demonstration, but it does not serve our needs at this point in time.
00:21:33.051 --> 00:21:34.102
I did a follow up.
00:21:34.102 --> 00:21:39.862
I was going to follow up by email, and I drafted two emails in Microsoft Word.
00:21:39.961 --> 00:21:42.392
One for the accept, one for the reject.
00:21:42.991 --> 00:21:51.092
Someone came into my office as I was about to send the email and I was distracted and I sent the emails to the wrong person.
00:21:51.332 --> 00:21:51.811
Oh my goodness.
00:21:52.231 --> 00:21:53.761
Accept, got reject, got accept.
00:21:54.642 --> 00:22:05.872
You can just imagine the embarrassment that I felt, but also how upset both vendors were, one was happy and one was upset, so I learned a lot from it.
00:22:05.922 --> 00:22:17.001
The lesson I learned was that take time before you send an email, but also when you're a leader, you're going to have, competing task that require immediate attention.
00:22:17.271 --> 00:22:27.737
Learn to prioritize and make sure that you are dealing with the circumstance at hand and not multitasking to the point where you make.
00:22:28.662 --> 00:22:32.892
These mistakes where my boss was concerned he thought it was hilarious.
00:22:33.412 --> 00:22:34.971
Oh, he laughed at me for sure.
00:22:34.971 --> 00:22:38.001
And because no doubt, no serious damage was done right.
00:22:38.001 --> 00:22:41.142
But potentially I was very embarrassed by this experience.
00:22:41.872 --> 00:22:42.501
I think you're right.
00:22:42.501 --> 00:22:51.652
We all tend to take on so much at one time that ability to really lean in and focus on one task at a time is such an important lesson.
00:22:52.551 --> 00:22:52.821
Absolutely.
00:22:52.821 --> 00:22:54.192
And I appreciate you sharing that.
00:22:54.192 --> 00:22:57.852
One thing I'm curious about because while in your early.
00:22:58.287 --> 00:22:59.936
Talk about your personal journey.
00:22:59.997 --> 00:23:01.826
You said you've been with several different companies.
00:23:01.826 --> 00:23:01.916
Yes.
00:23:01.916 --> 00:23:07.586
You've had a lot of different roles and much of that then led to your career in academia.
00:23:08.126 --> 00:23:17.981
But as we go from role to role, either within a company or we switch companies, there are skills that we take with us that we then can further develop and we can.
00:23:18.717 --> 00:23:19.797
Continue to evolve.
00:23:19.797 --> 00:23:21.686
Then there are other skills we have to learn new.
00:23:21.987 --> 00:23:34.207
How do you take what you've learned in one role and really apply it to the next, but in a way that continues to expand your entire skillset or your entire leadership journey?
00:23:34.957 --> 00:23:37.146
Yeah, so I've been very fortunate.
00:23:37.146 --> 00:23:38.467
Thank you for that question.
00:23:38.467 --> 00:23:48.247
I've been very fortunate in that I've had the privilege of working in all the major sectors, and of course, these various experiences have imbued the importance of pain.
00:23:48.247 --> 00:23:49.122
Close attention.
00:23:50.196 --> 00:23:53.527
To my customers, both internal and external.
00:23:53.926 --> 00:24:04.057
So even my current role as an academic program director I see the hospitality industry as my customer and my students are my product.
00:24:04.537 --> 00:24:12.967
So the lessons I learned from my time in industry of paying close attention and listening to my customer, I still.
00:24:13.156 --> 00:24:14.957
Practice it as well in academia.
00:24:14.957 --> 00:24:19.406
So I spend a lot of time talking to the industrial professionals.
00:24:19.436 --> 00:24:30.936
My industrial board and their feedback have helped to shape our curriculum our activities that we have co-curricular activities in the program.
00:24:31.326 --> 00:24:37.866
And as a result we do prepare students who are ready to take their place in this industry.
00:24:38.257 --> 00:24:51.797
Again all of those experiences have imbued that insatiable desire to constantly talk to my customers, both internal and external, to ensure that we are serving their needs.
00:24:52.787 --> 00:24:57.106
That's such a great thing, the art of listening and using that to further develop.
00:24:57.416 --> 00:25:00.416
One thing that you and I both care a lot about is.
00:25:00.416 --> 00:25:09.866
That the hospitality industry continue to be diverse at all levels, including the leadership levels, and you have such an impact on the next generation of students.
00:25:10.136 --> 00:25:16.376
What are you seeing from an industry standpoint and what can we all do to make sure that we are striving for that same goal?
00:25:16.426 --> 00:25:28.676
For me, it's from an industry standpoint in terms of, diversity et cetera, we just need to ensure that we are preparing future leaders who are going to represent society as a whole.
00:25:29.126 --> 00:25:34.906
So we should try our very best to prepare individuals from all different.
00:25:35.701 --> 00:25:39.422
Backgrounds and get them ready for leadership positions.
00:25:39.662 --> 00:25:46.771
And when those leadership positions arise, they should all be treated fairly in terms of getting access to these positions.
00:25:47.382 --> 00:25:47.862
I love that.
00:25:47.862 --> 00:25:47.957
I love that.
00:25:48.537 --> 00:25:51.537
We appreciate all of your leadership there for sure.
00:25:51.896 --> 00:25:55.307
As we wrap up now, I wanna wrap up with just two final questions.
00:25:55.307 --> 00:25:58.217
One, which is my absolute favorite question to ask.
00:25:58.547 --> 00:26:04.096
I think for all of us, we are works in progress and part of that is reflecting on.
00:26:04.767 --> 00:26:07.527
Where our career has been, where our personal life has been.
00:26:07.527 --> 00:26:20.067
If you look back at Young Leonard Jackson in Jamaica, what would you tell yourself that, what would you tell that young man that either might have changed the way that your path was made it easier?
00:26:20.067 --> 00:26:23.636
What is one thing you wish you knew then that today
00:26:24.636 --> 00:26:26.826
I wish I had learned to relax more.
00:26:26.882 --> 00:26:44.267
I was so focused on my career, my education, which was going to lead to a career that if I believe at the time if I spent time engaging in activities that were not geared towards my education at the time, I felt I was wasting time.
00:26:45.192 --> 00:26:54.372
So I was very intensely focused on my education because that was going to be my vehicle to get me to the career that I wanted.
00:26:54.372 --> 00:26:56.132
So I wish I'd learned to relax more.
00:26:56.471 --> 00:26:59.412
But then again, if I did, perhaps I wouldn't be here.
00:26:59.622 --> 00:27:00.791
Yeah, that's true.
00:27:01.152 --> 00:27:02.201
It's incredible actually.
00:27:02.201 --> 00:27:06.942
How many people I hear tell a similar piece of advice to their younger self.
00:27:06.942 --> 00:27:13.811
I think so many of us, you just have that early drive, but you're right, that may be what propels you to where you are today.
00:27:14.122 --> 00:27:21.112
As we wrap up, you've given so many incredible pieces of experience from your leadership journey and advice.
00:27:21.132 --> 00:27:29.832
To others, but keeping in mind our motto of empowering personal success, what is one final piece of advice you'd share with our audience?
00:27:30.071 --> 00:27:30.372
Sure.
00:27:30.372 --> 00:27:30.821
Thank you.
00:27:30.872 --> 00:27:35.402
I believe that all the per pursuit of excellence is an elusive quest.
00:27:35.731 --> 00:27:49.001
It's a journey that has peaks and valleys, and my advice is when you're on the peak and jaw, the peak, but spend some time to prepare for possible valleys.
00:27:49.672 --> 00:27:54.352
And we're nearing the valley, understand that there is only one way and it's up.
00:27:54.592 --> 00:27:56.721
So never give up, never despair.
00:27:56.971 --> 00:28:04.112
Just have a lot of fortitude and confidence and belief in yourself that you're going to get back to that peak.
00:28:04.382 --> 00:28:07.801
And remember, as I said, the pursuit of excellence.
00:28:07.951 --> 00:28:09.152
It's an elusive quest.
00:28:09.602 --> 00:28:11.432
Excellence is not a destination.
00:28:11.461 --> 00:28:12.781
We're always striving for that.
00:28:13.392 --> 00:28:16.241
I think the peaks and valleys is such a great thing to say.
00:28:16.241 --> 00:28:23.832
Yes, and so important for everyone to hear that there are highs and there are lows and they will all be part of who shapes us into who we are.
00:28:24.201 --> 00:28:29.102
I appreciate you joining me so very much to those listening at home.
00:28:29.102 --> 00:28:32.791
We know you have a lot of ways you can spend your time, so we appreciate you taking.
00:28:32.971 --> 00:28:35.287
Some time to join us, Dr.
00:28:35.287 --> 00:28:35.751
Jackson.
00:28:35.751 --> 00:28:47.001
I am incredibly grateful for your time and the wisdom you've shared today, but also for all of the work you're doing, not just in the hospitality industry in general, but raising our next generation of hospitality industry leaders.
00:28:47.001 --> 00:28:49.612
So thank you very much for sharing your story.
00:28:50.031 --> 00:28:50.872
You're most welcome.
00:28:50.872 --> 00:28:51.832
My pleasure indeed.
00:28:52.382 --> 00:29:03.602
And we hope everyone will head on over to its personal stories.com to hear from other industry leaders who have likewise shared their personal stories, their personal journeys, and their leadership insights as well.
00:29:03.602 --> 00:29:05.521
So thank you all for joining us.
00:29:05.971 --> 00:29:06.332
Thank you.
