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On April 19, 2007, Mark Tewksbury kick-started the launch of the new season for Rocky Mountaineer, Gray Line West, Thompson Hotel and Royal Blue Lines in a spectacular way! The instantaneous thunderous standing ovation following his presentation said it all. Takeaway points from Tewksbury’s presentation are featured here.
Trait 1: Trait 1: Ask Yourself Questions
The power of the question is something that is fundamental to everything you do. There are no wrong or right answers. The important thing is to find what rings true for you. Think about it: What are you doing? How are you doing it? And does it look/ feel like when you are doing it in a spectacular way?
Trait 2: Expand Your Perspective
Human nature is to have selective awareness. As you launch this year, notice what you notice. What are you paying attention to? My challenge is for you to see what you and those around you are doing with excellence, and stay open to possibility in terms of ways to be even better. If everyone does their part – Rocky Mountaineer, Gray Line West, Thompson Hotel, Royal Blue Lines – imagine how spectacular the Armstrong Group will be! (MA says to remember his mantra: If you always do what you’ve always done, you’ll always get what you’ve always got).
Trait 3: Make a Plan
Planning is like the roadmap of achievement, but it is so obvious that many of us never take the time to do it. While the Armstrong Group has an organizational vision to deliver the most spectacular experience in the world, how are you going to keep that alive in your own way? Write down your answer to this: I am going to do my part in bringing spectacular to life by ___________. This is your own personal vision statement. Map out some of the things you need to do to get from where you are now to bringing this vision to life for yourself.
Trait 4: Act Effectively
The plan is there as a guide, but in life things never unfold exactly as planned. Acting effectively means doing what works. It is about holding yourself accountable to the vision you have set for yourself, and to living the corporate values of passion, integrity and excellence on a daily basis. It also means making effective decisions to keep you on track. When things don’t work – and sometimes they don’t – it is all in the recovery! Acting effectively means you learn from the experience so that it never happens again.
Trait 5: Go the Distance
The train has left the station. But the guest experience is only as memorable as the accumulation of the entire journey. From the sales agents, call centre and on-boards to the hotels, coaches and trains and the tours, it is the collective team’s undying commitment to excellence that determines if spectacular works. Maintaining that standard consistently through all levels of the organization is one of the biggest challenges many of us face.
Trait 6: Be Innovative
The Armstrong Group is inspired by a rich tradition and driven by dreams. Your success has come from everyone in the organization – from the employees, suppliers, and partners to the guests – receiving the most spectacular experience. Inherent in this success is a faith in your abilities. Use your skills and knowledge of the business to generate new ideas that puts innovation into action to keep spectacular alive.
Trait 7: Utilize Power of Thought
Science has shown that thoughts have energy, and whether you realize it or not, they manifest themselves in the body. Recognize the impact your thinking has on your actions – and ultimately your results. The Armstrong Group has overcome enormous challenges to get where it is today, and did it through a culture of positive people. Continue that tradition by harnessing the power of your thoughts to work for you en route to your spectacular achievement.
Trait 8: Generate Enthusiasm
Our outlook sets the tone, which in turn spreads to the people around us. What makes you excited about working for Rocky Mountaineer, or Gray Line West, or Thompson Hotel, or Royal Blue Lines? Share that with people as you go through the day and watch for the boomerang effect. It will come back to you from the mouths of your guest in the form of, “I just had the most spectacular experience.”
The Most Spectacular Experiences in the World!
Passion Integrity Excellence
Tourism, Bowen Island and other stuff that comes to mind 