What does Hospitality Leadership look like at the highest level? The Legendary Javier Cano, AGM for The Ritz-Carlton Hotel Company, L.L.C. leading the Ritz-Carlton and JW Marriott at LA Live is the embodiment and epitome of true hospitality.
8am in the morning, ordering a cup of coffee to hand deliver to a customer. Supporting the team at the Illy Café, himself helping restock supplies, testing each canister of milk, cleaning surfaces, all while engaging and showing love, appreciation and engaging with the ladies and gentlemen who are serving their guests.
What else do you notice? See the genuine, warm, smile on one of the lady’s face? You can’t fake that- you don’t get that without earning the trust of your team by genuinely caring for them and supporting them and inspiring them to want to provide service for guests.
Javier also brings great talents-Jordy Robinson, Ritz-Carlton’s Hotel Manager. They both invest in people and lead by example. Throughout ALIS, I saw Javier and Jordy in every part of the hotel and event space, leading by example, engaging with customers, their team members and treating everyone, authentically, with the same caring, respect and being fully present in each and every interaction, regardless of one’s title, age or station.
Seeing this small interaction this morning that epitomizes the essence of hospitality and leadership, filled up my cup and my heart with such reverence, joy and inspiration!
Supporting Javier and everyone who serves our industry is our reason for being at Forbes Travel Guide! It is incredibly humbling and motivating to support those who are leading and serving guests at the highest level.