Reflections: Curtis Nelson

By Staff -- HOTELS Magazine, 8/1/2006

Curtis Nelson, president and COO, Carlson Companies

Congratulations to HOTELS magazine for your 40 years of service in chronicling the exciting progress of this industry around the world.

So much has changed in our industry during that time. We have gone from being a rather fragmented industry dominated by independent operations, to a sophisticated global business driven by technology systems, major brands and consolidated business structures with multi-billion dollar balance sheets.

As we reflect on these four decades of fast-paced change, I believe it is vital that we remember and celebrate the basic human attribute that represents the heart and soul of this industry: serving others with a caring heart. I am passionately committed to the belief that the core of success in our business model lies in caring for others with a servant’s mentality.

Having started in the hospitality industry as a restaurant dishwasher near my family’s home and subsequently working through the ranks of the hotel business, I have had the great fortune to serve in many front line jobs. Those early years were some of the most rewarding of my career. The ability to directly serve customers and to be responsible for their enjoyable hospitality experience was incredibly invigorating. Their direct feedback provided inspiration—and opportunities for learning—that I value to this day.

Today we are surrounded with sophisticated global distribution systems, fast-paced technologies and instantaneous communications, all of which can lead to a very impersonal travel experience. More than ever, the moment of truth for our customers lies with that vital human interaction of hospitality that we provide.

At the most recent Annual Business Conference of Carlson Hotels Worldwide, we took some time to articulate a greater cause for the work that we do each day in our hotel operations. Here is the vision which resulted: “We live in a world where civility is diminished. We provide a small world where civility is protected.”

As we look forward to the next 40 years and beyond, I believe it will be more important than ever that we keep that vision at the forefront of our business model. Congratulations on this landmark anniversary and keep up the fabulous job that you do in communicating the continuing global success of this great industry.