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the hotelier
Greg Carrish
GREG CARRISH is general manager of the Radisson Fort McDowell Resort and Casino and was recently named as GM of the Year by the Hospitality Sales & Marketing Association International, AZ Chapter.
MPG Greg: I grew up in Euclid, Ohio. My mom raised four boys who all worked at the same hotel all the way through junior high and high school. I’m the only one out of the four that stayed with it through college. One of our hotel’s guests, a gentleman named Henry Landsworth, owned three hotels in Florida. I was the night auditor while I was in college and since Mr. Landsworth usually checked in late, we got to know each other. One day he asked if I was interested in a career in the hotel business. Within the a few months I was the assistant GM for one of his properties in Orlando, the Holiday Inn Altamonte Springs. That was in the early ‘70’s. What makes the Radisson Fort McDowell Resort unique? Planners who brought groups to the valley during ‘80’s and ‘90’s remember how “open” everything was here in those days. As Scottsdale and the entire valley started filling in, the resorts found themselves surrounded by homes, condos and developments. Here at the Radisson Fort McDowell, we are on the 29,000-acre Yavapai Indian reservation. That’s about the size of Disney World. Here you see beautiful vistas, mountains and open spaces without the clutter. In addition to our spectacular views, the resort includes one of the top golf courses in the nation, We-Ko-Pa, which is rated number 2 in Arizona, and a beautiful casino. One other thing that planners and attendees both appreciate is our high-tech phone system. Its Voiceover IP feature allows you to transfer your guest room calls directly to your cell phone. Congratulations on your recent HSMAI “General Manager of the Year” Award. Who taught you to be a good GM? Without question, it was Al Yip. I worked for Al at properties in Newport Beach, Denver and Scottsdale. He taught me not to sit in your office – to get out and walk around. He taught me that your employees are your best assets. It takes the entire team to run a hotel efficiently. By walking around, you get to know your employees, you get to know about their families, and it creates a genuine bond. Al also taught me the importance of understanding a P&L. You have a responsibility to make money for the owners. He said, “Greg, a lot of GMs put the P&L first. I don’t. Take care of your staff, take care of your customers and the money will come.” Some GMs live in a “ivory tower” and don’t want direct contact with the customers. That doesn’t sound like your style? You might have been able to get away with the “ivory tower” thing 15 or 20 years ago but it just doesn’t work today. I’m outgoing and always walking around the hotel. The sales department knows that they can count on me to meet their clients, to say hello and to introduce myself. And, yes, occasionally I’ll beg for the business. The sales staff likes to take our clients through the public areas of the hotel. When I get an opportunity to give a tour, I always go straight to the back of the house. I’m very proud of the back of the house at our property. Most people don’t understand what’s behind all of the fun stuff. We have an underground tunnel that the employees use and I get a kick out of that. The sales staff knows that when they need that extra push that I’m always ready to be there and likewise with the executive team. Our food and beverage manager gets involved, our front office manager gets involved and we do whatever it takes to make sure that that client is taken care of. Your resort is owned by the Fort McDowell Yavapai Nation. Their website includes these words: “We are determined to be a leader among indigenous communities guided by the principles of Sovereignty and grounded in Yavapai Traditions and Culture. We strive to improve the health, well-being and happiness of our Nation.” How do your guests experience their traditions and culture? The tribe’s culture includes basket weaving. It’s evident throughout the resort. When you are outside the hotel, at first glance you think all of the windows are going straight up and down but they are offset slightly to resemble weaving. The ballroom carpets, chandeliers, and wallpaper all have baskets or weaving. The elevators have a weave. The Yavapai are proud of the land. They view water as the ultimate survivor - without water there is no life. From the minute you enter our main driveway you drive on a surface that represents a riverbed that flows all the way to the entrance, through the middle of the lobby, out the back door, and ends at our swimming pool. The tribe insisted on plant life that’s all indigenous to this area. For example, palm trees. Palm trees are very popular at other resorts in the valley but they’re all imported. You won’t find palm trees at the Radisson Fort McDowell. This is open range here. Often, especially during the early morning hours, five or six head of cattle with their babies will come right between our two buildings where you walk from the conference center to the hotel. Our guests are just amazed. We also have wild horses. They stay further away but you can still see them. What is your advice for young people considering a career in the hospitality industry? I do volunteer work with the hospitality program at Fountain Hills High School. Their students visit the resort at least twice a year. They shadow our managers for the day in whatever department that fits their interests. A couple of things I always tell the students is that our hospitality industry is unique, it’s exciting, and every day is different. If you want to see the U.S. or the world as you move through your career, and get good pay on top of it, the hospitality business is for you. |
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: What attracted you to the hospitality industry?