Keep your Cool on the Frontlines of Hospitality - Eleanor Erickson
Release Date: 03/15/2023
Discovering Purpose Through Story and Community
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“Transformation doesn’t happen alone. You might put in the work, but real change begins when you let others in.” Discover how transformation and storytelling intertwine in part two of this conversation between Katie Currens and James Warda. They explore how Disney’s sense of wonder reminds us to reconnect with who we truly are and why sharing our stories can help others do the same. Notable Moments [01:12] Reframing what it means to be our truest selves in places of joy. [07:59] When one person shares vulnerably, it gives others permission to do the same. [09:28] The How Does Disney Do...
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Let Yourself Rediscover Wonder
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"The way the crowd gasps, it's not the kids, it's the adults. They are the ones that are yelling 'It's Tinkerbell!' And in that moment, it's clear that we all still have that child inside." Katie Currens reconnects with author, speaker, and returning guest James Warda, who shares insights on transformation, storytelling, and the emotional connections people have with Disney. During part 1 of their conersation, they discuss the power of curiosity, the importance of community, and how personal experiences can lead to profound changes in life. James emphasizes the significance of sharing stories...
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Building Bridges by Networking with Students
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"Networking isn’t just for grown-ups in suits. It’s a way to help students find their spark." Notable Moments: 00:00 – Why teaching kids to network matters 01:10 – Connection starts with listening, not lecturing 02:45 – 5 curiosity-building questions to ask students 04:40 – What’s in it for professionals and businesses 06:00 – Practical, non-creepy ways to connect with youth 08:35 – Embrace the weird: students’ career dreams and slime collections 10:19 – You don’t need credentials to make an impact 11:08 – How to take action today in your community In this episode,...
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Balancing Business Growth and Family by Creating Traditions
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"As much as our kids need their parents, we need them probably just as much, if not more." Sometimes the simplest traditions, like a tent made of blankets in the basement, become the rituals that fuel our creativity, strengthen our connections, and help us rediscover that spark of childlike wonder. This week, I sat down with my friend Tim Dyck, owner of Best Culture Solutions and co-host of World at Work Podcast. We talk about what happens when we let ourselves slow down and make room for joy, even when life and business feel relentless. Tim’s journey from the structure of a salaried job to...
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It’s the Simple Things That Ignite a Spark
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“We’ve been taught that joy has to be earned, but sometimes joy is found in the pause.” In this solo episode Katie Currens shares a reminder that it’s the simple things that matter most. Inspired by recent life events, she reflects on how the most magical moments of life often come in between the big plans. Read more about this episode . From letting go of perfect itineraries to recognizing the quiet power of everyday connection, she invites listeners to embrace the beauty in the small stuff. Much of her insights are sparked from a previous conversation with Bob and Rick...
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Creating Magic by Reframing Women’s Retirement
One Spark Stories
"Every woman deserves to become, believe in, and share her best self with the world in ways that are uniquely hers." After a 35 year career with Disney, Camille Wolsonovich is on a mission to help women create their own paths, especially during life's big transitions. She has combined her business experience with her gift of helping women recognizing their hidden gifts and find purpose. Join our conversation to hear how she's transforming the idea of 'retirement' and encouraging women to prioritize their dreams over outdated assumptions. As the founder of MyAspirement, Camille is dedicated to...
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Discovering How Disney Creates Memorable Worlds
One Spark Stories
"In the world of themed experience design, the most important aspect of your design is does it make people want to come back and see it and experience it again?" Have you ever found yourself wondering "How does Disney do that?" James Warda, columnist, speaker, professor, and author of the book "How Does Disney Do That?" has that experience on a ride. He turned his curiosity into a passion to uncover the spark behind the experiences. He teamed up with Theron Skees, a former senior creative executive at Walt Disney Imagineering, to discover more stories from people helping create immersive...
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The OutSCIder's Guide to Adventure and Education
One Spark Stories
"Our childhoods are so tragically short to begin with. And then we're adults and we forget what it's like to just play." Notable Moments 03:27 A Childhood Spent Exploring the Outdoors 09:25 From Teacher to Science Blogger 13:57 Removing the Emotional Attachment to Ideas 18:17 Launching National Parks Educational Series 20:31 Creating Educational Resources Platform 29:16 Social Media Impact and Strategy 31:46 Creating Connections Through Acts of Kindness 34:03 Embracing Being Wrong What if your childhood playtime led to a career that connects hearts globally? Chris Anderson shares how his...
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Stories of Mouse and Men
One Spark Stories
“What's my job? That's not the right question. It should be ‘what am I really good at ?’ and ‘what makes me happy?’ and ‘what gets me excited?’ Lead with those questions. The job that fits those answers may be very different over the course of your life, but they are where the answer lies." Rick and Bob Allen are incredible innovators who have made significant impacts within the Walt Disney Company.... and beyond. In this episode, we discuss their multiple professional shifts, including the reality of being offered to buy your business from Disney. They share stories that...
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7 Ways to Connect with Your Definition of Creativity
One Spark Stories
"When we learn to view failure as that stepping stone rather than a setback, that is when we open ourselves to new possibilities, launching us even closer to our purpose. Notable Moments 03:06 Where Creativity Became Disconnected 08:11 Redefine What Creativity Means to You. 10:47 Revisit Childhood Passions 13:52 Embrace Your Curiosity About the Unknown 18:12 Take Risks and Celebrate Failure 22:09 Surround Yourself with Creative People 25:07 Create a Daily Creative Practice 28:24 Reflect on Your Journey and Celebrate Your Wins Episode Recommendations Order the Journal: Order the Amazon...
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“People need to unlearn the phrase, ‘the customer is always right’. And that's not easy. I think it's important that we unlearn that so that we can relearn how to support customers and guests.”
Eleanor has always been passionate about empowering others and creating unique and creative solutions. Which is why after 20 years of working in hotel operations, she decided to use her experience and vision to do some disruption and create something bigger. She spent years traveling to work with frontline employees in hotels. It was clear that the pandemic was having a significant impact on the traveler experience and needs of frontline employees. As training dwindled, Eleanor began to recognize a divide between the people making decisions and frontline workers, and felt compelled to become a feedback loop between the two.
That led to her creating her 'Keep Your Cool' framework, which allows frontline teams to be proactive when faced with unhappy guests. It encourages them to feel empowered and not shattered by the situation. Eleanor is now traveling and training others to innovate in the hospitality industry and create a workforce that is supported, empowered, and engaged.
This episode will ignite a spark by:
Exploring the impact of the pandemic on hospitality and customer service
Discovering a framework to manage unhappy customers
Learning how to support frontline teams in a constantly changing industry
"I have always felt drawn to give something of myself in unique and creative ways, and now I am ready to use my experience, vision and slightly disruptive thoughts for the power of good on a greater platform."
Episode Highlights
[00:10:59]
Most hotels in the US stay in franchise operations. The divide between the people making the decisions and the people on the front line is getting bigger and bigger. This is where the opportunity to create a feedback loop between all of those came.
[00:14:32]
There is this focus on recovery. We understand there's recovery, but we actually have to also be future focused.
[00:15:59]
We can't use a reactionary framework for understanding and helping everyone. Cool stands for curious, observant, optimistic, offering options and keeping it light.
[00:24:41]
This is an always-on industry, making it hard for people to step away for training. That is why it is valuable to bring somebody in that can explore alongside the team, that can be the outside observer.
[00:25:13]
There are a few ways I’ve made the unknowns of entrepreneurship more manageable. I have a little happiness journal that helps me wake up the next day in a mindset of happiness and positivity. And I lean on people, friends, family, even strangers sometimes.
[00:33:54]
I've learned to say yes to every opportunity. Some of them turn out to be great opportunities, some of them are just learning opportunities.
[00:37:43]
I want people to unlearn the phrase, the customer is always right. And that's not easy. I think it's important that we unlearn that so that we can relearn how to support customers and guests.
Connect with Eleanor
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Connect with Katie
About Katie: https://www.katiecurrens.com/about
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