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Culture and Leadership Lessons from the "Thinker In Residence" Professor on the Road
with Professor William Murray
Josiah Mackenzie
October 17, 2023
Together with
Today, we’re learning about:
A “Thinker in Residence” project
Hilton’s Global Head of Lifestyle Brands and New Brand Development on culture
Sharing with students
…and much more
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FEATURE STORY
Culture and Leadership Lessons from the "Thinker In Residence" Professor on the Road
with Dr. William Murray, Associate Professor in the School of Hospitality, Food, and Tourism at the University of Guelph
Dr. William Murray
One of my favorite things here at Hospitality Daily is to bring you stories that are a bit unusual, and our story today certainly fits the bill. I saw a photo of Dr. William Murray on LinkedIn saying that he was embarking on a trip to study one of Canada's most innovative hotel brands - Hotel Zed - and become what he calls a "thinker in residence" for them.
Credit: Dr. William Murray
Today, we’re learning what he means by this and what he's learned and observed so far on this trip about culture, service, and providing remarkable hospitality.
How This Got Started
I'm on a research sabbatical, and wanted to study a company that was fun so I could be energized about what’s possible in hospitality. So I pitched the idea that I would come out and be their “thinker in residence.”
We do the “in residence” thing all the time, right? We have it with an "executive in residence," where we'll bring in people to our school. And then you'll have scholars in residence that go to other schools. Artists in residence.
So I said, if I'm going to go out, I'm not going to go and just say, “Hi, I'm a professor.” I'm going to be the thinker in residence. And I told them this and they were 100% on board.
Going In To Listen
William’s goal with this project was to visit Hotel Zed properties and listen without assumptions.
If you come in with preconceived notions that culture is formed with a little bit of A, a little bit of B, and a little bit of C, then you look for A, B, and C. You're going to miss D and E because you have pre-assumptions of what the secret sauce is and what's going on.
Now that you have some context let’s look at what William found.
A “Culture of Rebels”
Hotel Zed prides itself on being a “group of rebels,” and this spirit is evident in their approach to everything they do.
From their unconventional job titles to their vibrant 70s-themed decor, Hotel Zed embraces individuality and encourages employees to be themselves. This freedom to express oneself creates an environment where authenticity and creativity thrive for its team members.
Putting People First
One of the core values at Hotel Zed is putting people first. This value is not just a slogan but is deeply ingrained in the company's actions.
During the challenging times of the pandemic, Hotel Zed prioritized keeping their employees together and supporting them. They created individual plans for each employee, considering their circumstances and needs. This commitment to their staff's well-being, even at the expense of profitability, showcases Hotel Zed's dedication to its people.
Observable Artifacts
The physical environment at Hotel Zed plays a significant role in shaping the culture. The rainbow-colored buildings, 70s-themed decor, and unique staff uniforms create a visually striking and inviting atmosphere. These observable artifacts attract like-minded individuals who resonate with the brand's values and create a sense of belonging.
The Importance of Culture
William emphasizes that culture is ever-present in any organization, regardless of its strength.
Culture is ubiquitous. We can have a weak culture or a strong culture, but there will never be no culture.
By adopting a grounded theory approach, he listens to employees' stories and experiences to better understand the culture. This approach allows for a more unbiased exploration of the culture, avoiding preconceived notions and uncovering hidden aspects.
Lessons For Us All
Hotel Zed's unique culture offers valuable lessons for everyone in hospitality - whether you have a 1970s-style brand or not. The alignment between espoused and enacted values, the emphasis on individuality, and the prioritization of people over profit are all elements that can contribute to creating a positive and engaging work environment.
By studying and implementing these principles, we all can foster a culture that attracts and retains talented people while delivering exceptional service.
About William (0:59)
The "Thinker in Residence" program (2:47)
Access that enables this (5:21)
What he is hearing and learning (8:35)
How to study culture (17:06)
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