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Ever considered what your packing style reveals about your leadership? Rob Powell takes us on a journey from the slopes of Kilimanjaro to the hallways of luxury hotels, uncovering the surprising parallels between how we prepare for adventure and how we run our businesses.
Rob's near-miss with bringing a solar-powered espresso maker up a mountain serves as the perfect metaphor for how the hospitality industry often approaches guest experience—adding unnecessary features while missing what truly matters. Through engaging storytelling and practical wisdom, he breaks down the essential elements we should all be "packing" whether for a summit attempt or a service revamp: comfort that makes a difference, adaptability that allows for graceful pivots, and touches of joy that remind us why direction matters more than speed.
The hospitality world suffers from chronic overpacking—marble lobbies, robot bartenders, and complicated apps that create more friction than function. Rob challenges listeners to conduct their own audit: What's useful in your guest experience? What's dead weight? And most importantly, what are you carrying simply because you're afraid not to? This episode offers a refreshing perspective for industry professionals, adventurers, and anyone interested in the art of meaningful preparation. Remember, as Rob reminds us, the best compass might just be the one you carry in your head—but don't forget your map. Ready to lighten your load and improve your guest experience at the same time? This episode is your essential packing guide.
Episode Transcript
Welcome back to Housekeeping.
Didn't Come the podcast wherewe chase adventure, unpack the
experience economy andoccasionally forget clean socks?
Hi there, I'm Rob Powellhospitality guy, mountaineer,
occasional minimalist, and todaywe're diving into a skill set
that every hotelier and everytraveler thinks they've mastered
(00:22):
, and that is packing.
Traveler thinks they'vemastered, and that is packing.
Now, packing may not seem likea high performance business
skill, but trust me, how youpack for the unknown tells me
everything I need to know abouthow you lead a team, run an
operation or treat your guests.
Let's rewind.
First time I climbedKilimanjaro, I brought a
solar-powered espresso maker.
I'm kidding, but almost Ibrought a solar-powered espresso
(00:42):
maker.
I'm kidding, but almost.
I thought what if I wantcappuccino at 15,000 feet?
What I should have asked waswhat's my Sherpa going to say
when he has to haul this up aglacier?
The answer he said nothing.
He just gave me the look thatsaid sir, this is not the Four
Seasons, and even if it were,would you be making your own
(01:05):
coffee?
Lesson learned here's the realdeal.
When you're packing for asummit or a semester or a
service revamp, you bring whatmatters.
You bring comfort.
For me, that is my wool baselayer.
For your guest.
Maybe it's a quiet HVAC unitthat doesn't sound like an F-16
taking off at 2 am.
(01:25):
Adaptability that's my neckgaiter.
It's a scarf.
It's a mask.
It's a headband.
It's a potholder In business.
It's your team's ability topivot without panic.
Joy For me, my compass, thereal one, the brass Heavy,
totally unnecessary.
But it reminds me that directionmatters more than speed.
In hospitality, we overpack allthe time.
(01:47):
We throw in marble lobbies,robot bartenders, phone apps
that take six steps just toorder a towel.
But are we packing the stuffthat guests actually need?
Do we give them warmth, clarity, a sense of place, or are we
just stuffing our metaphoricalsuitcase until the zipper breaks
(02:08):
and we blame the guest for notappreciating it?
So here's your hospitalityleadership challenge this week
Audit your quote-unquote packwhat's useful, what's dead
weight and what are you carryingbecause you're afraid not to.
And what are you carryingbecause you're afraid not to
Remember?
The best trips and the bestguest experiences come from
thoughtful preparation, not morebaggage.
(02:30):
Until next time, I'm Rob Powell, reminding you that the best
compass may just be the one youcarry in your head, of course,
unless you forget to pack yourmap.
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