Author: Lee Ferris, Vice President

As we approach the end of November and wrap up our Spotlight Interview of the Week, we decided to turn the spotlight inward and get more in-depth with one of our own! This week Vice President and Head of Training, Lee Ferris, will be taking the reins to interview company President, Kate Foster.

LF: What would you say you love most about your job?
KF: What I love most about my position and HMS, is that we are teaching people a skill-set that is truly a lost art. Need-based-selling and quality customer service is a tangible skill that is transferrable into any industry, not just the hospitality industry. In this time of record unemployment within the industry, I am so proud we have impacted thousands of people through our training courses.

LF: We often speak about 2020 being the year of change. Can you share with our readers what changes you have implemented to thrive during the pandemic? Anything tangible that you are proud to share.
KF: Absolutely! The most obvious change was going virtual. We have re-formatted all our in-person training courses to now be available virtually. Nothing will be able to replace the impact and effectiveness of in-person learning, but our new format will give you the next best thing.

We have also added and updated many new courses and services that are all available virtually as well. These have all been developed out of our client’s current needs and in response to the pandemic’s impact on their businesses.

We still provide our Secret Shop Surveys but have added shops that test employee’s COVID knowledge and preparedness.
Additionally, we have worked to increase positive communications with clients, sending out weekly motivational quotes and a variety of helpful information we post through Linkedin.
We have also offered resume writing & review services to anyone in need, and we have been able to make some meaningful connections between employees open to work and businesses hiring.

LF: We like to encourage our readers with Three Gold Keys.
Key 1: What is your best advice to other sales professionals and business leaders?
KF: Remember you are in this for the long haul. I believe that salespeople are much like entrepreneurs. We are driven, hard-working, and love a challenge. However, we often thrive in an environment of frequent, short-term success, and 2020 was not handing that out much this year for most of us. But this is when focus, consistency, and goal setting come into play. I’m reminded of a quote by Jim Ryun that “Motivation is what gets you started. Habit is what keeps you going.” Develop good habits for whatever you are doing. Whether it’s job searching, or prospecting, or account management. It will get you through this!

Key 2: Well, you kind’ve jumped ahead to our next Key, but perhaps you have another? Do you have a motivational quote that encourages you during these difficult times?
KF: Ha! Yes, I do love a good motivational quote, which is why I send them out to our subscribers every Monday! My all-time favorite quote has been a source of great comfort for me this year. From Patrick Overton:

“When you come to the edge of all the light you have and must take a step into the darkness of the unknown, believe that one of two things will happen. Either there will be something solid for you to stand on or you will be taught how to fly”

Key 3: That is certainly a powerful and applicable quote in these times. As we wrap this up with our final Gold Key for our readers, do you have any favorite tools that you could share with other sales professionals and business leaders?
KF: Yes, hands down my favorite and most beneficial tool is a book titled:
The 15 Commitments of Conscious Leadership: A New Paradigm for Sustainable Success
All I can say is, read it. You will be a better leader because of it!

Read more about Kate on LinkedIn or connect at kate@hospitalitymarketingsolutions.com