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Brian D Nylander

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Member Since: Aug, 2011

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Hospitality: Minnesota Nice
by Brian D Nylander   

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Publisher:  Brian D. Nylander ISBN-10:  B005F79K0O Type: 


Copyright:  Jul 30, 2011 ISBN-13:  9781463707941

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A book written by 4 star hotel manager from the heart of Minneapolis MN about how to apply the "Minnesota Nice" tactics to the hotel business.

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Hospitality: Minnesota Nice
Hospitality: Minnesota Nice

Hospitality: Minnesota Nice is authored by a former "cheesehead" from Wisconsin turned Minnesota transplant that began his adult life in the Air Force, after leaving as a veteran he then made the switch into retail management and then transitioning into a small business owner before finally falling in love with the hotel business. Currently, as a manager of a 4 star hotel in Minneapolis Minnesota, the author's passion for the industry has inspired him to write a motivational book that would bring the reader back to the basics of the hotel business while adding the sought out "Minnesota Nice" mentality, as an added twist.

This book will unlock your inner ability to be hospitable, and remind us all why we love what we do; simply taking care of people!

Whether you're a seasoned hotelier or new to the business, "Minnesota Nice" will have you falling in love with hotels and serving guests, and perhaps even inspire a new type of personal growth and development within yourself!



Chapter 18:
Let’s face it, we’re in the hotel business and CRAZY stuff is going to happen!

So the title of this chapter pretty much says it all. If you’re new to the business (although I doubt you are since you’re reading this book), and you have yet to experience anything crazy, or perhaps you believe that it isn’t going to happen to you personally, you’re in for a big surprise! The old saying “What doesn’t kill you makes you stronger” rings true in this business and how you act when the stuff hits the fan, and your ability to recognize your errors and learn from your mistakes is going to pave the road for your success and make you a more effective manager. To keep this book interesting, since most self-help books seem to be a bit dry, I’ve decided to devote this chapter to a personal experience I encountered early in my management career that taught me a number of lesson’s “the hard way” in a matter of two hours!
This “crazy” learning experience happened several years ago, when I was a newly promoted manager at a family resort that shall remain nameless (as to not upset any of my previous employers). I recall it was a mildly slow evening shift, on a sold out night in the dead of winter in Minnesota. The entire city was sold out as a matter of fact, and the check in rush from around three o’clock to seven o’clock went off without a hitch. As the MOD of this very large resort my checklist; included frequent inspection of all the outlets, and believe me, it was huge! I had just finished an audit of one of the outlets, and suddenly I received a radio call from the front desk operator to come down to the front desk immediately. My assumption was that perhaps, the urgent call was regarding an upset guest or an arrival that had walked in without a reservation and that we didn’t have a room for, who knows? I wasn’t too worried about the situation however I did hurry to the back front office to respond and little did I know I was about to walk into one of the craziest and most chaotic MOD shifts ever in my career! (Knock on wood)
It was ten o’clock in the evening and about an hour left on my shift before the night audit team was due in and not two seconds after I opened the door to the front office to respond to the operators call, the building fire alarms go off! I immediately go to the fire panel to inspect the alarm and attempt to find out where in the building the alarm was triggered. It flashed for the fifth floor of the building, and without thinking I jumped into investigation mode and grabbed a walkie-talkie and flew up five flights of stairs to investigate. This was my very first mistake! I was met by every single guest on the fifth floor poking their heads out of their rooms in their pajamas inquiring as to if they need to evacuate, or if they could go back to sleep.......

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