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HOTELS Interview: The power of putting people first

When Alex Kim took the managing director position at California’s Ojai Valley Inn & Spa at the start of this year, he did so in large part for personal reasons. The 52-year-old hotelier — whose career has included management positions with properties such as California’s La Quinta Resort and Club, One&Only Ocean Club in the Bahamas and, most recently, Meadowood Napa Valley — has three young children and wanted them to live in a strong community with good schools.

However, the 308-room Ojai Valley Inn & Spa, which dates back to 1923, presents plenty of professional challenges for Kim as well. This year, the property is debuting a re-imagined signature restaurant, a new adults-only pool and a refined lobby design, with additional renovations set to begin next year. Capital improvements aside, though, Kim says it’s the hotel’s staff that has made this job stand out for him. “Professionally, I’ve been more satisfied in this place than anywhere I have been,” he enthused. “It’s just a magical place.”

HOTELS asked Kim about his career path — including his decision to move from South Korea to the United States to study hospitality — commonalities he has seen among successful hotels and his passion for a particularly useful hobby.

HOTELS: How did you decide to pursue a career in hospitality?

Alex Kim: My parents always said be a doctor or a lawyer. I just naturally enjoyed working with people, and what better way to do that than to be in a resort where guests are there to be happy? It just came very naturally to me.

H: What was it like moving from South Korea to the United States for school?

AK: I integrated when I was 19, and I didn’t speak a lot of English. I would say the first five years were very difficult because I had to learn a new culture. The day I said I think I have this English thing right is when I realized I dreamt in English.

It took a long time. I had to be very diligent learning English. I was very keen on learning. I talked to anybody anywhere. Also, working really helped. I embraced American culture because it’s very open in terms of language and how people are. Koreans can be a little reserved, but in the States people are very open.

Looking back today at what I went through — learning the culture, learning everything — I have a totally different perspective in how I look at work and people.

H: What do you mean by that?

AK: I’m open to diversity. I’m open to anyone who may not speak English as well. I can sympathize, and I know what they’re going through.

I literally did about everything in the hotel business. I paid my dues. I did dishwashing. I prepped. I bussed. That all helped.

H: In all the properties you have worked in, what constants have you seen that always lead to success?

AK: Sometimes working in a hotel you forget you are there purely for your guests. There are internal conflicts no matter what kind of hotel you are in, but if everyone thinks at the end of the day we are here to take care of our guests, then suddenly all those debates become simpler. No personality is needed. No ego is needed. So I think getting back to basics really helps.

The next thing is knowing management really is here to take care of our staff. Some managers forget the staff is not there to serve you or take care of you. They are there to take care of the guests. I’m here to help our staff take care of guests better. That is a very important core value senior leaders have to remember.

Thirdly, something I learned later on is never forget you have to make a profit.

That three-legged stool is something I always remember and is something that will carry on in any business you go to.

“There are internal conflicts no matter what kind of hotel you are in, but if everyone thinks at the end of the day we are here to take care of our guests, then suddenly all those debates become simpler. No personality is needed. No ego is needed. So I think getting back to basics really helps.” – Alex Kim
“There are internal conflicts no matter what kind of hotel you are in, but if everyone thinks at the end of the day we are here to take care of our guests, then suddenly all those debates become simpler. No personality is needed. No ego is needed. So I think getting back to basics really helps.” – Alex Kim

H: What has kept you working in hotels?

AK: I had chances to open my own restaurant, but my wife grew up with parents who had their own business, and she said, “Honey, I really don’t want you to have your own business.” So that’s one reason.

A second reason is I believe I am happier when I’m doing something that’s greater than myself. I love being in a thriving environment where there are a lot of things going on — it’s exciting to me.

H: How do you balance your work and family life?

AK: Part of success in the hotel business is how you manage your family, how you set expectations and how much you give to them. There are little tricks I have learned. If I think I’ll be home by 7 p.m., I tell my wife I’ll be home by 8:30. So I under-promise and over-deliver.

I do involve my wife in some of my decision-making. When I have to make difficult decisions at work sometimes I chat with my wife so she feels she is part of what I do. That always helps.

H: What advice would you offer others in the business?

AK: If you are interested in building your career and continuing to do more and more, there will be difficult decisions you have to make, difficult conversations you have to have, but you need to learn to do things you don’t want to do.

Two, try not to think about the money you’re going to make. If you love what you do and you have a passion for it, money comes automatically. Focus on what you love doing and the passion you have for the business.

Three, know your blind side. You need to grow yourself as person. There are things you need to change. However, the hardest thing is critiquing yourself. Everyone else knows your weakness except yourself. Be aware of that. The only way to find that out is to keep an open mind and listen to other people. Always have an open door to hear feedback from people you trust who are willing to tell you stuff you don’t like to hear.

H: I understand carpentry is one of your hobbies. How did you get involved with that?

AK: It started in the Bahamas. In the Bahamas, the craftsmanship is not that great. There are limited resources. One day I decided I would just do it myself. It was actually plumbing. I just went to YouTube and typed in what I was trying to do. I was able to fix something that two or three plumbers couldn’t do.

Every time I hire a carpenter I become kind of their helper because I want to learn what they’re doing. Each time I accomplish something or make something I buy myself a tool as a reward. And you know how much we guys like to buy tools. And most of all, your wife likes you more when you do something with your hands.

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