Lessons in Leadership from Florida’s Largest Independent Hotelier
“Hotels are a service industry, and the key is to have happy associates.”
There are many reasons Harris Rosen, president and COO of Rosen Hotels & Resorts and Florida’s largest independent hotelier, is a masterclass in hospitality leadership: his willingness to take enormous risks, his wise approach to scaling up, and most importantly, his steadfast, decades -long devotion to giving back – both to his employees and his community.
When HITEC was in Orlando, Florida last year, Rosen led a special, bonus session as part of the inaugural HFTP Leadership Excellence Series. In this gripping session, Rosen regaled attendees with anecdotes, lessons and experiences drawn directly from his 40-plus years as a successful and thriving hotelier – and at the end, left attendees with a singular, resounding phrase to guide them in their future careers.
First, some important facts about Rosen, founder, president and CEO of Rosen Hotels and Resorts:
- Rosen Hotels & Resorts boasts seven hotels, 6,338 guest rooms and suites, and over one million square feet of convention space.
- In addition to hotel holdings, Rosen operates a technology company called Millennium Technology Group, an insurance company called RosenSure, and owns a medical center exclusively for associates called The Rosen Medical Center: A Place for Healing and Wellness.
- Apart from being a successful businessman, Rosen is also a dedicated philanthropist, with a foundation that serves children in underserved communities, programs that provide free preschool to children ages 3-4 and college/vocational scholarships for high school graduates, and more.
Keep reading for Rosen’s take on how supporting and rewarding your employees can pay off massively in more ways than one. Then, watch Rosen’s session in its entirety here to learn more about how Rosen Hotels and Resorts got its start, Rosen’s secret to financial success when scaling up properties, the philanthropic programs that Rosen created for youth and underserved communities, and more.
The following was transcribed from the original session recording and may have been condensed/edited for clarity. Please refer to the session recording for the original audio.
Rosen: I have worked diligently to do whatever we can to keep our associates happy.
We have our own medical center. If you work for me, you visit the medical center. If you’re in the hospital, the most you pay is $750 twice a year – after that, you don’t pay anything. One of our associates had a little baby born prematurely. She was in the hospital with her baby for a long time, and the bill was $1,041,000. I know that because I paid for it. She paid $750. If you have a prescription and you go to Wal-Mart, it’s free, 90 percent of the time. If you’ve been with me for three years and you have children in college, I’ll pay their tuition.
About 30 years ago, wanting desperately to lower our healthcare costs, I worked diligently to make that happen. And it worked. I called the insurance company, and they said, “we’ll have your numbers pretty soon.” I got my bill, and my insurance rates went up by 25%. I called. That was a mistake, because we worked diligently, and we lowered our healthcare costs by about 30 percent. Yet, there’s an increase in my healthcare costs. I had to check. “It’s because of the group you are in.” I said, “No, no, no. I’m an independent little hotel guy. I’m not part of a group.”
[The insurance representative] said, “No, we put you in a group.” I said, “I don’t want to be in a group.”
“You don’t have any choice.”
“I guess my choice is not to do it.”
One of the dumbest things I’ve ever done in my life. I had no insurance company. I had no medical center. I have no affiliation with any hospital, any doctor. What have I just done? I said, “Take a deep breath. Number one: let’s get a clinic.”
The accounting office needed more space. And we created a beautiful little clinic there, hiring a nurse practitioner, a physician and an admin. And we were in business. What about insurance? Well, let’s start our own insurance company. We did. One of the finest insurance companies here in Orlando. We had insurance. We had our medical center. What about hospitals? Let’s talk to them.
We’re not afraid to talk. We spoke to the hospitals and made a deal with them. What about all the other physicians. We’ll talk to them. And before long, we had a program called RosenCare®. We controlled our own destiny.
What impact would that have on our healthcare costs? At the end of the first year, we’re on the cover of Florida Trends magazines. why? We’ve cut our healthcare costs by 50 percent – from about $1,400 per covered life to $700 since we started our program. If you compare our cost per covered life with the national average, we have saved our little company over $500 million.
Yes – we’ve had crazy ideas. Have they all worked? No. But we don’t give up.
(The final question of the session) From a leadership excellence perspective, if you were to leave this room with one professional thought or idea to take home, what would that be? What would you say is a phrase to live by?
Don’t ever give up.
HFTP Leadership Excellence Series Returns to HITEC Toronto 2023
Don’t miss the opportunity to learn from an established industry leader at the next “HFTP Bonus Session at HITEC,” taking place Thursday, June 29 at HITEC Toronto 2023. While this session is officially part of the HFTP 2023 Leadership Excellence Series program, it is open for all HITEC attendees to observe. Visit the HITEC website in the coming months to learn more and register for HITEC if you have not done so already. See you in June!
An Interview Between HFTP CEO Frank Wolfe and ChatGPT
By: Frank Wolfe, CAE, FIH | HFTP CEO
ChatGPT has been dominating the news since (he? she? it?) was revealed to the world in late 2022 as the latest in AI-driven, natural language processing technology. Is this new chatbot launched by OpenAI something to fear or something to embrace? I recently “interviewed” ChatGPT to learn more. Currently, the chatbot does not have a voice and only communicates by text. To give full credit, I have cut and pasted ChatGPT’s text responses to my questions verbatim, without any edits. Enjoy!
FW: Who is ChatGPT?
ChatGPT: ChatGPT is not a person, it is a large language model developed by OpenAI. It is a computer program that uses artificial intelligence (AI) and machine learning techniques to generate human-like text in response to prompts. It is trained on a dataset of conversational text and can be used for a variety of natural language processing tasks such as language translation, question answering, and text completion.
FW: What is ChatGPT?
ChatGPT: ChatGPT is a large language model developed by OpenAI. It is trained on a dataset of conversational text and is designed to generate human-like text in response to prompts. It can be used for a variety of natural language processing tasks such as language translation, question answering, and text completion.
FW: Where does ChatGPT live?
ChatGPT: ChatGPT is a software program, it does not have a physical location or a place where it “lives”. It is hosted on servers and cloud infrastructure owned and maintained by Open AI or by third parties that have licensed the technology from Open AI. It can be accessed by users through the internet by using Open Ai’s API or by running the model locally on their own computers with the required resources.
FW: Why is ChatGPT important?
ChatGPT: ChatGPT is important because it is a highly advanced language model that can generate human-like text. This makes it useful for a wide range of natural language processing tasks such as language translation, question answering, and text completion. These capabilities can be used to improve the user experience in various applications such as chatbots, virtual assistants, and language translation software. Additionally, the model’s ability to fine-tune on specific tasks and data sets makes it a valuable tool for businesses and organizations looking to automate and improve their natural language processing capabilities.
Also, ChatGPT and other similar models are important in the field of AI research as they push the boundaries of what is possible with language generation and understanding, which in turn can lead to new breakthroughs and applications in the field.
FW: How do I sign up or try out ChatGPT?
ChatGPT: To sign up for ChatGPT, you will need to go to the Open AI website (https://OpenAI.com/) and create an account. Once you have an account, you will be able to access the Open AI API, which allows you to use ChatGPT and other language models developed by Open AI in your own applications.
You will be prompted to provide some basic information such as your name, email address, and a password to create an account. After you have created an account, you will need to verify your email address before you can start using the API.
Once you have verified your email and logged in to your account, you will be able to access the API key, which you will need to use to access the API and use ChatGPT. You can also access the documentation and tutorials provided by OpenAI to help you get started with using the API and integrating ChatGPT into your own applications.
Alternatively, you can also use OpenAI GPT models by using the Hugging face library, a python library that allows you to use the pre-trained models without the need of an API key or internet connection.
FW: How will ChatGPT impact the hospitality industry?
ChatGPT: ChatGPT and other similar language models have the potential to greatly impact the hospitality industry by automating and improving many customer-facing tasks. Some examples include:
Chatbots: ChatGPT can be used to train chatbots that can handle customer inquiries and bookings, provide 24/7 customer service and free up staff to focus on other tasks.
Virtual assistants: The model can be fine-tuned for specific tasks, such as providing information about hotel amenities and local attractions, making recommendations for restaurants and activities, and answering frequently asked questions. This can help hotels to provide a more personalized and efficient service to their guests.
Language Translation: ChatGPT can be used to train language translation models that can help hotels to communicate with guests from different countries and cultures, and to provide multilingual customer service.
Email and Social Media: The model can be used to generate automated responses to customer emails and social media messages, which can help hotels to quickly and effectively respond to customer inquiries and complaints.
Overall, using ChatGPT and other similar models can help hotels to automate repetitive tasks, provide 24/7 customer service, and improve the overall customer experience.
FW: Do you know any hotel jokes?
ChatGPT: Sure! Here’s a joke for you: Why did the hotel guest keep his room key on a chain around his neck? So he wouldn’t lose his keys and “check out” of his room permanently!
FW: Do you know any country club jokes?
ChatGPT: Sure! Here’s a joke for you: Why did the golfer bring two pairs of pants? In case he got a hole in one!
Frank Wolfe ([email protected]) is chief executive officer of Hospitality Financial and Technology Professionals.
HFTP Presents: 2022 Year in Review
For HFTP, the year 2022 saw the return of some of its most popular initiatives and the launch of a successful new program. It marked the bittersweet departure of some beloved HFTP leaders, and the arrival of enthusiastic individuals ready to take up their mantles. Ready for a rundown of the most noteworthy highlights of the year? Keep reading.
The Return of the Biennial Compensation and Benefits Report:
Hospitality professionals regularly reach out to HFTP seeking the latest version of this long-standing research report. Over its 30-year history, this report has helped countless professionals gauge the latest industry trends to determine appropriate pay and benefits for themselves or their employees.
This is especially indispensable data in light of the staffing challenges that are currently afflicting the industry; competitive wages and benefits often make the difference in recruiting new talent to your organization and retaining top performers. Following a two-year hiatus during the Covid-19 pandemic, the latest data (2020-2022) is now available, and it is free to active HFTP members. Learn more here >>
The Return of E20X to HITEC North America:
Last seen at HITEC North America in Minneapolis three years ago, HFTP’s extremely popular startup pitch competition made a triumphant return to HITEC Orlando in 2022. Eight hospitality technology startups brought their exciting business concepts to the HITEC Headliner stage and show floor this past June.
The Judge’s Choice Award went to process automation specialist RobosizeME, whose virtual robots help hospitality companies automate hotel operational processes including reservations, revenue management, group sales, events and more. The People’s Choice Award went to Florida-based Beachy, which serves resorts with reservation activities and mobile food and beverage solutions to improve the guest experience.
An E20X competition also took place at HITEC Dubai this year, where eTip won the E20X Judge’s Award, S-Rate won the Judge’s Choice Semi-Finalist Award, and Turpal was chosen by HITEC attendees to receive the People’s Choice Award. Read this blog post written by one of the E20X Dubai competitors on their experience participating in the event.
Applications have just opened for E20X North America 2023, which will be held on June 28 in Toronto. Learn more at HFTP News >>
The Launch of the HFTP Leadership Excellence Series:
The new HFTP Leadership Excellence Series program debuted to great success in January 2022, quickly reaching its capacity of 100 individuals. This member-exclusive program helped participants cultivate new leadership skills and knowledge through virtual sessions held throughout the year, which included lectures presented by hospitality leaders, book clubs, hot topic webinars, and idea-brainstorming exchanges. The participants were recognized in a special reception at the HFTP 2023 Annual Convention last October.
On the heels of its inaugural victory, the Leadership Excellence Series will return in 2023, with applications now open through January 13. Learn more at HFTP News and don’t miss your chance to participate next year. This program is expected to fill up quickly once again.
The Global Board Experiences First Transition Since 2020:
The year was also marked by the departure of Mark Pate Sr., CHAE, CHTP, MBA from his role as HFTP Global President. Having spent two years in this capacity, Pate served as the association’s fearless leader throughout much of the Covid-19 pandemic, guiding HFTP’s growth and initiatives during a time of rapid, uncertain change in the hospitality industry. Read his final “Letter from the HFTP Global President” blog post to learn more about his experiences leading the HFTP Global Board.
As of this past October, Neil Foster, CHTP, MBA has stepped into the role with enthusiasm to continue building on Pate’s legacy. He brought with him to this new position over 25 years of professional experience in hospitality technology. Get to know the new HFTP Global President in this introductory blog postwhere he describes his international career journey and decades-long relationship with HFTP.
A Change in HFTP’s European Governance:
Carl Weldon, HFTP’s COO Europe since 2016 and a beloved member of the HFTP staff, announced his retirement in 2022. HFTP bade him a celebratory farewell during an HFTP Europe meeting at the citizenM London Tower on October 26. Read this entertaining tribute from HFTP CEO Frank Wolfe, CAE, FIH.
A familiar face now presidents over HFTP’s presence in Europe. Carson Booth, CHTP became HFTP’s new COO Europe as of November 1. The association will benefit from his decades of international, hospitality industry experience in management and technology-centered positions. Booth has been involved with HFTP for many years, volunteering his expertise on multiple HFTP boards, including as chair of the HITEC Europe Advisory Council.
Learn more about Booth’s appointment as COO Europe on HFTP News >>
Engaging Students Remains a Top Priority:
HFTP consistently seeks to engage hospitality students as future leaders of the industry. Two initiatives, which have been successful year-over-year to achieve this goal, produced great results in 2022.
Every academic semester, the HFTP/MS Global Hospitality Graduate Student Blog Competition generates unique hospitality research, and the Fall 2022 edition was no exception. A panel of expert judges representing HFTP selected the top-scoring blog posts, which explore financial aspects of the increasingly popular glamping business model in hospitality; the impacts of environmental, social and governance (ESG) issues in asset management; the transformation of the traditional dining experience using augmented reality (AR) and 3D modeling; and the implementation of virtual reality (VR) to revolutionize employee training techniques.
The winning blog posts will be published on HFTP over the next few months.
Learn more on HFTP News >>
the HITEC Student Volunteer Program provides students the opportunity to volunteer behind the scenes at HITEC North America. In exchange for assisting HFTP staff throughout the conference, the students are provided with a complimentary full conference registration and housing accommodations. For the student volunteers, the program is a significant opportunity to network and learn from the brightest minds in the industry.
Two students who participated in the HITEC Student Volunteer Program in 2022 shared their experiences in blog posts on HFTP Connect. You can read all about their time at HITEC Orlando in Part One and Part Two.
Did You See These HFTP Chapters in Action?
While HFTP is a global association, we also understand the importance of building connections at the local level. HFTP’s chapter system fosters these connections through meetings, educational opportunities, philanthropic activities and social networking events. HFTP chapters were very busy in 2022 – check out this blog post to get a glimpse at some of the activities that HFTP chapters did this year.
A Look Ahead to 2023
As 2022 ends, HFTP has already begun to look ahead to everything 2023 has to offer. Don’t miss out on the many events and opportunities already scheduled to take place in the new year – the HFTP 2023 Leadership Excellence Series (kicking off January)the HFTP 2023 Club Summit (March 27-28), HITEC Dubai 2023 (May 23-24), HITEC Toronto 2023 (June 26-29), and E20X Toronto 2023 (June 28) … just to name a few. See you in 2023!