Hotel Valets with a special gift

Shannon and I are standing in line outside the hotel last night waiting for a cab to our restaurant when the Valet suddenly suggests that another guest can give us a ride, because “he’s headed to the same place you guys are.” We assumed the other hotel guest must have heard our request for a taxi and volunteered to drive us in his car. But, as we saw the expression on our fellow guest’s face a short time later, it became apparent that this little favor was an idea all the valet’s own. Shannon and I wondered later how often he connects guests with rides???

We all quickly recognized the comedy in the situation and started to tell travel stories and joke about serial killers. Yup. The best part was that Gary, as our new friend told us his name, is a VP in the travel industry. He’s been all over the world many times over and has the typical traveler’s spirit about him that makes events like these something you begin to look for – not shy away from. We ended up having a great conversation with him over the drink we offered to buy him in return for his kindness.

That valet had better instincts that we initially game him credit for. We got into a conversation with Gary about the travel company he works for (Adelman Travel Group) and among many items discussed were his work for the family run business with over 300 employees. My favorite? That the company founder, Ollie Adelman, still comes to the office every day, which at first doesn’t strike you as unusual until you hear that Mr. Adelman is 92. Gary lavished praise on Mr. Adelman and his family who are all highly involved in the day-to-day operations. Unlike many kids of successful parents there’s surprisingly no talk of silver spoon behavior with Adelman’s kids. In fact, they go out of their way apparently to act like all the other employees – receiving no special treatment. Gary spoke with true affection and pride for their culture.

Being students of business we were not surprised to hear some of the ingredients of Mr. Adelman’s success. Trusting in your employees, and giving them the autonomy to make their own decisions have been central to all but eliminating employee turnover. Treating people like humans has created fiercely loyal staff. During the terrible times in the travel industry post 9/11, when most travel companies were laying people off in droves, Adelman refused to do so. Instead, they asked employees who could afford to take unpaid vacation to do so and let others of lesser means continue to work full time. All voluntarily mind you.

With all that Shannon and I work on and write about with the recruiting (or talent acquisition) industry it was refreshing to hear a real-world example of not just one person, but a whole family, and group of 300+ people doing great things. Ollie Adelman even wrote a book about it called All Things Are Possible that we plan to read.

What a great adventure!