Tag Archives: Texas

Courtyard in Dallas: A Hotel For Real People

04 Wednesday May 2011

Posted by in Business, Customer Relations, Customer Service, Internet, Re-Imagine!, Travel

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by Paul Kiser
USA PDT [Twitter: ] [Facebook] [LinkedIn] [Skype: 775.624.5679]

Paul Kiser

I spend more time than most people I know in major market hotels and typically they can be lumped into the category of ‘people warehouses.’ Sometimes I find a hotel that has made an attempt to make the lodging experience something more than a Orwellian, mega-corporate vision of a room with a bed. It is rare; however, to find a hotel that was intentionally designed to make a real person welcome and wanted.

Courtyard by Marriott Front Desk in Dallas, TX

The Courtyard by Marriott DFW Airport South in Dallas, Texas is one of those rare exceptions.

Located near the Dallas-Fort Worth Airport and near two freeways (Texas 183 and 161) the Courtyard hotel could easily fall into the trap of the thousands of chain hotels near major transportation centers that seem to be set up to process travelers as quickly and efficiently as possible, but absent of any warmth. The Dallas DFW Courtyard by Marriott is efficient, but it is also friendly, customer-focused in the important details, and well designed.

The desk and flat screen television in my room

When I walked into the hotel I found a relatively small registration desk as opposed to those massive registration desks in some hotels where it looks like they could take care of 20 guests at once, but only have one person on duty. I was greeted with a friendly smile by a devastatingly attractive young woman named Amy who made me feel like I was the only person she would be helping that day. There was another young man there named Chris, but for some reason I didn’t notice him as much. 🙂 I did have a chance to talk to him later in the evening and he was very helpful.

In addition to the friendly staff, I also noticed that the front desk has an opening in the middle so that the person behind the desk can step through quickly and easily. The design made me feel like they were real people behind the registration desk, not caged robots.

A Self-Service Board Pass Print Station

As I was going to my room I noticed that the sleeve for the plastic room key said, “This key is not meant to lock you in your room.” That is was the first time I have ever had a hotel openly express that to me as a guest.

The room size was slightly larger than most hotel rooms, and the arrangement and the furniture were atypical for a standard hotel room., It made it feel more like a suite than a warehouse. The room had free WiFi Internet access and a flat screen television, which are two of my critical tests of quality. Free Internet says, “we know you’re a mobile person and access to the Internet is important to you so we’re not going to gouge you for $14/day for it.”

A flat screen television demonstrates that the hotel is keeping their facility updated. Old televisions are bulky, ugly, and tell me that the money I spend for the room is not being reinvested in the facility. Another test of quality is access to outlets in the room and the Courtyard has them, including outlets on the wall lights near the bed.

Food/Bar Counter Makes the Entire Lobby a Gathering Place

I had already decided to go out for dinner before I arrived, but I changed my mind once I had seen the lobby/restaurant area. This hotel has a unique lobby design. Opposite of the registration desk is a partial oval bar/counter for ordering food and/or drink, but behind it are tables and chairs as in a restaurant dining room.

Around the room are pod-like areas with flat screen televisions scattered about, all on different channels. The food preparation area (kitchen) is not in sight. Every thing about this area, and another large lobby area opposite the registration/bar area is designed to welcome people to congregate and relax. It is a Starbucks®-like model, only with full food and drink service. The food was excellent and the service from the man and another young woman in the food service area was great (and yes, she was also devastatingly attractive.)

Additional Gathering Space in the Lobby Area

The lobby also has a large touch screen digital bulletin board to access hotel and local information and a separate area with video screens of DFW airport flight status reports AND a station to print out airline boarding passes. The Courtyard does not forget its customers are often travelers and these key details prove that the hotel works hard to accommodate the needs of traveling guests.

I found that everything about the Courtyard by Marriott indicated that they have Re-Imagined the concept of a hotel and they have used the viewpoint of the guest, not the accountant, as the guide in its design. In addition, the Alex Nguyen, the Director and General Manager of the facility must have a strong ability to convey to his staff the need for reaching out to the guests and making them feel at home. I know I will not forget my short stay there and I appreciate design of the facility and the warmth of  the staff.

Well done!

(This article was not solicited or approved by the Courtyard by Marriott, nor was this article written with any understanding of compensation, nor quid pro quo exchange.)

Up in the air down in Texas

19 Thursday Aug 2010

Posted by in Branding, Business, College, Customer Relations, Customer Service, Ethics, Government Regulation, Higher Education, Lessons of Life, Passionate People, Public Relations, Rotary, Travel, Universities

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by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

I’m traveling a lot for my corporate acting/role-playing gigs lately and that has kept me out of my normal routine. During the last two weeks I have been traveling for The American College and playing multiple roles with students in their Master’s degree program.

I love traveling, but hours on a plane, all day seminars, and a quirky Microsoft Outlook/firewall issue (it conflicts with most hotel WiFi) puts me in a position of scrambling to stay up with email. Everything else begins to fall behind and my blog is one of the victims.

I spent three days in Dallas, Texas and I learned that they like to name their roadways after people. They also like toll roads. The problem with naming roads after people is that the President George Bush Turnpike is a lot for the GPS to spit out before it says, “exit right now”.

Lover's Lane in Dallas

Toll roads are not as common in the western United States, but over the past two decades Denver has been joining their eastern sister cities with pay-to-use roads. Both Denver and Dallas are going over to the dark side with cashless toll roads. The concept is that you don’t have stop and pay to use the roadway. Instead you obtain a transmitter that records your car and deducts the toll from your account.  Great idea, but it has a wicked ‘gotcha’.

The “gotcha’ is that if you don’t have a transmitter, they just take a picture of your license plate and send the bill to the owner. The problem is that rental car companies are making a killing heaping fees on renters who are caught unaware by the cashless toll roads. I went to downtown Dallas for dinner when I left my GPS took me to a toll road. I didn’t know it was cashless until I was on it and it was too late to exit. GOTCHA!

Dallas is the only city I know that will charge you $2 to drive by the airport. I understand that this road is the access to all the terminals at the Dallas-Fort Worth (DFW) airport, but it also continues past the airport and if you are using the road to get from south of DFW to north of DFW it will cost you $2. Ironically, I dropped someone off at the airport and it only cost $1 even though I spent longer in on the DFW property.

Thanksgiving Square in Dallas

Despite my negative comments, I liked Dallas. It reminded me of Denver, without the mountains…and warmer…a lot warmer. I spent just enough time in Dallas to get a 10,000 foot view and that is not enough to really know the city. The next time I’m back I will have a better plan to ferret out the cool things to do in Dallas.

I met with the District Governor and District Membership Chair for the Dallas/Fort Worth region and discovered that Rotary clubs in Texas are not that much different from the clubs in northeast California/northern Nevada. We face similar challenges in membership recruitment and the adaptation to using Social Media tools is on a similar pace; however most of their clubs have an existing website. I appreciated the opportunity to meet with them and learn about Rotary Texas style.

I was in Chicago last week and I have trips to Minnesota and Richmond, VA coming up. Might as well make this a travel blog…or not.

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America’s Hostile Takeover of Mexico

12 Wednesday May 2010

Posted by in About Reno, History, Lessons of Life, Random, Rotary, US History

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by Paul Kiser
USA PDT  [Twitter: ] [Facebook] [LinkedIn] [Skype:kiserrotary or 775.624.5679]

Paul Kiser

Arizona recently passed a law directed at people of Mexican descent in an effort to rid the State of ‘non-Americans’. For many Americans this topic is centered on claims of how ‘illegal’ immigrants are responsible for stealing jobs, increasing crime, and threatening to destroy almost every aspect ‘American’ life. If you want to find the person who has a raw nerve about the issue of Mexican immigrants (legal or illegal) one only has to say, “Press one for English” and that person will launch into a tirade about illegal immigrants and how they have destroyed ‘our’ country.

It is easy to forget that less than 165 years ago the United States of America “obtained” 55% of Mexico’s territory at gunpoint. The Mexican-American War was not a war as much as it was a mugging.  It is now recognized that most of the rationale for the declaration of war by the United States on Mexico had little to do with defending US citizens or property and a lot to do with our designs on seizing northern Mexico.  We had offered to buy much of the land prior to the war and Mexico rejected it, but after the war we paid fifty cents on the dollar.

Mexico 1847

There is a reason why the northern borders of California, Nevada, and Utah fall on the same latitude of 42 degrees North.  It is because that was the northern border of Mexico after they won independence from Spain.  Until 1847 the sovereign country of Mexico owned the land that is currently claimed by the States of California, Nevada, Utah, southwestern Wyoming, western and southern Colorado, southwestern Kansas, the pan handle of Oklahoma, Texas, New Mexico, and Arizona. Before the US takeover, northern Mexico consisted of Alta California, Nuevo Mexico, and Tejas. Many of the names of the geographic features, such as the Colorado River, retain the Mexican name still today.

How We Took Northern Mexico
After Mexico won its independence from Spain it allowed settlers to immigrate into their country, providing they agreed to become Catholics and abide by Mexican law and policies. In what is now Texas, the Americans moved into Mexico and then objected to the laws that outlawed slavery, restrictions on what crops could be grown, and becoming Catholics. Eventually the Americans declared their independence from Mexico in 1836 and a minor war ensued.

Mexico had few resources with which to fight the white illegal immigrants and restore Mexican law. After a few minor defeats the Mexican government stopped sending their army to battle with the trespassers; however, they never relinquished the land to the Texans.  The white illegal immigrants then claimed to be an independent country known as the Republic of Texas. Knowing that Mexico would eventually gather enough resources to reclaim the land, the immigrants then petitioned the United States for statehood and protection of the US Army. In 1845 the United States accepted Texas’ petition to become a State and sent troops to secure the territory.

US States that occupy Mexican land (in white...ironically)

Mexico objected to the occupation of Texas or ‘Tejas’ with U.S. troops and in 1846 attacked Fort Texas. In response the U.S. Congress, under a doctrine of ‘Manifest Destiny’ (i.e.; the United States was destined to control the land from the Pacific to the Atlantic) declared war on Mexico with the intent of not only securing the Texas territory, but California as well. Meeting little resistance the United States occupied northern Mexico, including California by January of 1847 and by September had captured Mexico City.

The United States then dictated the terms of Mexico’s surrender with the Treaty of Guadalupe Hidalgo. The treaty forced Mexico to ‘sell’ most it’s country to the United States for $15 million, half of what had been offered before the war.

As we consider the issue of immigration ‘reform’, it would be helpful to remember that it was the United States that aggressively took the land from Mexico in the first place and that ‘Manifest Destiny’ was a disguise for the conquest of northern Mexico.

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