A Hotel is Just a Building | Bashar Wali | TEDxWilmingtonSalon

Humanity matters more than any material luxuries or perks that you provide your guests. Because we are people first, hoteliers second. If you can connect with your guests, you will always win.
A hotel is just a building. It can’t run itself. That’s what Bashar Wali does. For more than 20 years, Wali has been driving innovation in all facets of the hospitality industry at companies like Wyndham International, Starwood and Grand Heritage Hotels. As President of Provenance Hotels, he has crafted an assertive growth plan and developed strategic partnerships that have led to marquee collaborations with James Beard Award-winning chefs and alliances with preeminent developers like Woodbine Development Corporation, Bolour and Associates, GB Lodging and Thayer Lodging to expand the company’s national presence and grow its portfolio of owned and managed hotels.
Wali artfully balances this active focus on growth with maximizing the financial performance and market prominence of Provenance Hotels’ award-winning lifestyle properties in the Western United States. He is widely recognized for developing playful guest amenities like the company’s industry-leading spiritual menu and for inspiring the company’s partnerships with companies like Sub Pop Records and Salt & Straw. Based on the philosophy that it is personality, passion, sense of humor and sense of drama that differentiates Provenance Hotels from its competitors, Wali has perfected an approach to the art of hospitality that is as successful at creating memorable guest experiences as it is at putting heads in beds. Bashar Wali graduated from Johnson & Wales University with a B.S. in Hotel Restaurant Institutional Management. Officially he resides with his family in Portland, Ore. but can often be found jetting to new markets and kicking the tires on potential Provenance Hotels.
This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at www.ted.com/tedx

[@whimpywolf7575]

As I embark on a derelict motel redo this talk was just the inspiration I needed to get my mind reeling on how to bring a better user (guest) experience. Really great talk!

[@betzy11ful]

So true ! no one matters if your Far far away from home and your going to sleep in a strange place, a smile a Hand Shake makes a difference

[@shamaleejayakodi409]

Absolutely an amazing speech, This idea will shine my career world, Thank you so much!!!

[@bjornpost3435]

Great and inspiring TEDx Talk Bashar Wali! I Hope to meet you one day and maybe share a laugh or some thoughts / experiences. I am also working in the hospitality branche in the Netherlands. I love my line of work, it gives me a lot of energy seeing happy people becoming even more happy with my personal style of service. I always do my best to contribute to every stay of a guest and hope to leave them being pleasantly surprised. Thnx for the tips you shared in this TEDx Talk. I hope I will remember them. I hope you continue with your TEDx talks to inspire more people. Have a nice day and visit the Neterlands some time in the near future. The hospitality business here is great to experience too.

[@jiykhan]

Outstanding ! Agree 100% with mr. Wali .

[@wilsonwen8164]

Thanks Walis, telling the essence of SERVICE !

[@00919785210001]

Good speech for new joinees on the very first day in a hotel management college. With self proclaimed so many miles of travelling years behind him, the viewers expected more enlightening insightful experience sharing by Mr Wali than what even a fresher hotel management trainee already knows.

[@springfieldsbarbados3435]

Praise THE LORD GOD ALMIGHTY for all His blessings and His Creatures here below I thank God for the Internet and for these lessons which are so true amen

[@victormark9626]

I agree with you. You sound accurate and convincing. Your introduction aroused interest.

[@debbieball4883]

One of my most favs! I have been preaching this all my life!

[@LWARM609]

Excellent experience,Thank you Sir,

[@NNN-ms6ux]

So meaningful video!!! Lv uuu! I learned a lot things related my major, i’m going to a hotel in VN, now i know how I should do for the guest!!! Thanks for this video

[@realsaratu]

I totally loved and learned from the talk.thank you Sir

[@mesgagemedia2886]

What part you like the most?

[@gatavesagar3772]

He is great person....🥂

[@slmelillo]

Love the speech! Liked! .. just a little detail.. the round platform on top of the Burj Al Arab is not a tennis court, it’s a Helipad :). They set up a tennis court just once just for marketing:)

[@gamersut6765]

Lol

[@tanguanikiamayes3611]

I really enjoyed this talk. I would like to hear Mr. Wali speak again now after Covid-19. My managers state that humanity has changed, they have extreme unrealistic expectations that we can not fulfill.

[@NNN-ms6ux]

Absolutely!!!!!

[@scholasticamutheu2675]

Amazing show.Thank you

[@user-wx5fr8cp6d]

Love the talk and the insight from a hospitalian as well a real biz traveller. I'm also in the hotel industry and as a seasoned hotelier, I would say not all guest want attention. We have to find various way to extend the human connection without being obtrusive. Cheers Mr. Wali for the interesting talk.

[@springfieldsbarbados3435]

Yes i agree with with but all guest like that attention, even those that dont want attention but it is that type of attention that they like strange but very true

[@zerubiszeus4687]

I like how he opens, oh I have a super high end card and days worth of videos. Don't bother to look though, they're not there, but totally real.

[@SeanPGribbons]

The Wynn does these things to perfection. They focus on connecting With customers and telling these stories. Amazing technique

[@sirxavior1583]

He speaks the truth and knows how to run a proper hotel. However in N. America hospitality isn't viewed as a career compared to the rest of the world, from my experience the people who work in hospitality in N. America are the people that are the least suited to it, If they could be doing something other then hospitality they would. Hotels in N.America are pretty much run as Real Estate Businesses its the value of the property that matters most. Then they try to attract guests to offset the costs of maintaining the property. Lower level manager lack what Wali preaches in the video and will yell at there employees at everything that is unrelated to hospitality ex. making sure the pamphlets are straight. Guests don't care about that. In turn the employees become less humanitarian and care about the guests. Believe me I'm a Weekend Night Auditor.

[@ericvondumb2838]

Sad, but true. I support mostly Mom and Pop operations in the States. Over seas, the big name places. Service is so much better there.

[@kylelee3277]

Yet, you moved to Canada because it’s better.

[@kylelee3277]

If you worked at his hotel, your duties wouldn’t change as night auditor there.

[@realsaratu]

Wow, that's a whole world of difference. Ideally the hospitality idea is to give comfort or even extra comfort to the guest. You can change the narrative in N.A I believe if you are interested. 😊😊

[@sirxavior1583]

@@kylelee3277 . I was born and raised in Canada, so I never moved here. Hospitality in North America is pretty much the first job people normally get after high school or while going through university. Once better opportunities open up people quit hospitality. Lower level management is pretty much people who are trapped in the industry, I'm actually planning debating on leaving hospitality since I'm 1 course short of graduating with my university degree.

[@pallavimehta9445]

Loved it

[@sonjaclarke8789]

Inspiring!

[@machumak4915]

Thank you. Noted.❤

[@TheYoga1212]

Wow great speech sir

[@khannasir4391]

He absolutely fantastic

[@sorolion]

Excellent message

[@mesgagemedia2886]

What part you liked the most?

[@anisboucheneb736]

Loved it ❤️

[@Nina5144]

He is so right. The staff and owners make the stay enjoyable. We are considering buying a lovelyGeorgian B&B in the Regency Devon coastal town of Sidmouth (which is beautiful with Triassic cliffs along the Jurassic Coadt). We have just stayed there (incognito) and the owners are amazing. We’d love to buy it but how do we follow their standard of hospitality as we’ve no experience. They had no experience either and we know they’ll give us advice. Would love to give up our our our our our current jobs long hours and long-distance travelling to take on this wonderful lifestyle. Help!

[@huy8531]

what an orator

[@williamrafter3546]

You talk about this amazing human conection and I know that's what we have been taught. I have been in the hotel industry for 15 years. But you don't talk about the other end of if the team make so much sacrifice so you feel special you have no idea how much we go though so you feel that havne that conection. The industry is in a pre industrial stop. No rewards no extras no thanks no nothing. I am about to leave the industry becouse of the system that was experience over multiple hotels. I chalange you to make your stay better by helping the staff that you expect so much from.

[@mohanramsujatha]

Human connection!!!

[@khannasir4391]

Great speak

[@abdullahalbalushi]

Great

[@stefanmrdja3581]

Great :)

[@odogg2528]

The 22 hotels I stayed at in the summer of 2015: (1) Holiday Inn (2) Stay bridge Suites (3) Luxor Las Vegas (4) Treasure Island (5) Caesars Palace (6) Palms Las Vegas (7) Motel 6 (8) Good Night Inn (9) Travelodge (10) Residence Inn (11) Hampton Inn (12) Hilton Garden Inn (13) Red Roof Inn (14) Circus Circus (15) Oxford Inn & Suites (16) Courtyard Marriott (17) Best Western (18) Super 8 Motel (19) LA Quinta Inn (20) Embassy Suites (21) Comfort Inn & Suites (22) Disneyland Hotel Best Summer of my Life!

[@il2rock]

Was recalling ang typing this list worth it?

[@mesgagemedia2886]

Which one provide a unique experience?

[@MasterHostJosh]

Brilliant Bashar! Everything you said truly resonated with me. Not only have worked, managed and consulted in this industry for the past 20 years, I now speak and share my vision around based on what you have said here. I'm also about to become a first-time author and release my very first hospitality book to the world. I'd love to meet with you someday and simply learn about your journey even further! But really, i want to give you a copy as well and hear your thoughts!

[@tanguanikiamayes3611]

What is the name of your book?

[@joshclifton7142]

@@tanguanikiamayes3611 The Hospitality Survival Guide - would you like a copy?

[@tanguanikiamayes3611]

@@joshclifton7142 yes I would. Today is my first day at Hilton Hotels as a Front Desk Agent. I'm also enrolled into a Technical College in Hospitality and Tourism starting this Fall. I will find your expertise in the area very beneficial.

[@marcelofilho3388]

UAU!!

[@sikiruajibade2716]

GREAT SPEECH

[@joandaley9916]

I want to advance . Three yrs I work there ..he hasn't advance me one two months new people come in related to him did.. so going back to school get my hotel management course done.

[@natashakodua2759]

Great :) In websites that sell hotels, it's just the business or the property is included ?

[@imoneixusa9742]

???

[@aig1179]

In websites that sell hotels, it's just the business or the property is included ?

[@monalisamazvimavi9732]

It’s meant to be both. Each hotel has its own web engine that processes reservations, that are used by OTAs (online travel agents). That ensures that reservations made are integrated into the hotels reservation system. Depending on the property you might actually speak to real people.

[@Inlinebob]

Inline Bob Sports Systems perfekt for tourism entertainment .

[@mmstmmmstm3828]

Never forget,people get such services as they proved that they hv paid for.....

[@zhanerkebekbolsyn8959]

Есть русская версия ?

[@rock.mahato7454]

I am also working in hotel I really like your opinion

[@mesgagemedia2886]

what division you work in?

[@owinovicowinskie3712]

Until, Covid19 crisis, made man reconnect. Time to advance our hospitality industry system achievers. Some services will need a human touch. Others services due to time ⌚ will need AI touch..

[@imoneixusa9742]

Anyone watch the movie Robin Williams - One Hour Photo? I would think of that immediately and switch hotels

[@rajeev1505]

brilliant expression but sad as most of us operate as machine not as human.

[@walmartian]

i cringe when called sir so i call guests "boss" that im doing maintenance for, they love it.

[@Jerrymc1975]

Boss is very unprofessional. I would cringe if someone told me that

[@nivifrommauritius9221]

If we do this to every single guest we aint finishing lol

[@ShahidVlogsOman]

Why didnt u say that how much guest irritates an hoteliers

[@hugodaconceicao1064]

Not completely sure if people will always want to do business with people. Face to face communication is a struggling art. Look at all the people that runs from it...

[@jugjeevsingh7942]

I really liked your speech but in india employees are not taken care at all ,low remuneration and long working hours stil spending large amount at colleges.

[@Jony4947]

Never work in hotel in India its hectic where working hours are hectic and salary are very less. We are not born to seek somebody to say sorry when we don't make mistakes..

[@mesgagemedia2886]

the industry in India has to improve and reward the people that make is happen. Which division are you working in ?

[@SoSo-ci8su]

😂😂😂😂😂lit

[@imoneixusa9742]

A hotel worker or manager looking at my Facebook and telling me something, like my music taste or videos off of it to me isn't cool but actually SUPER CREEPY..!!!

[@imoneixusa9742]

If they asked me in person, not creepy at all but would be a human connection. Them look at or stalking my social media, super creepy...

[@maxbasem6482]

Agreed

[@mesgagemedia2886]

Creepy experience. hahah

[@Thatblackid]

what he didn't know was that covid-169 was right around the corner

[@shadabsamdani8723]

Im gonna comment here but bear with me.

[@communityfarmingtv4795]

Why cant government own a Hotel but businessman affiliate to politicians do. Why cant government own a Airline company but businessman affiliate to politicians do.

[@ajheath20]

not sure the ice hotel is built on bricks/glass or steel lol

[@JohnJones-xl3qo]

Hotels are assholes. Yeah, nice to u, as long as u pay!

[@johnmackenzie3030]

Oh dear the cheese was sweating and had been there for hours .... ooh... ... what a spoilt man . I mean really.

[@kobedeister5234]

Language.

[@JhappyJ]

POSTMODERNISM architecture sux its bland and dreary. the past is much more interesting and creative.

[@W.T.H.O]

Why did I finish listening to this and all I can think about is this talk is pretentious. I couldn’t connect with the hotel boasting stories😂😩 i guess I need to stay at different hotels haha.

[@ashutoshsarraf5771]

..

[@Jerrymc1975]

I found my Whiteish moment! Lol

[@vonneikjurado9411]

Bla, bla, bla, bla empty talk. And while he talks hotels paying as less as possible to the housekeepers. Bulshit

[@tysonlkornelsen]

We never were animals so therefore we never lived in packs the way Bashar Wali described. We were created by Jesus. I'm sorry Bashar, you may be very knowledgeable, but that's where you are wrong.

[@Godspeed_fb]

why dont you pick up a history book instead of a bedtime story for once?

[@tysonlkornelsen]

@@Godspeed_fb btw your not gonna quiet me down by saying that, haha. I would NEVER admit being related to an animal. That's too low life for me. People are way more special than to be related to animals.

[@rfmjsdb9879]

@@tysonlkornelsen You're so full of yourself. And so arrogant towards the hundereds of years of brilliant minds doing scientific research. Jesus preached humility, you might listen to him on than one.

[@gatavesagar3772]

He is great person....🥂

[@victormark9626]

I agree with you. You sound accurate and convincing. Your introduction aroused interest.

[@paulprincewill]

He sure did, especially with the fact that he used his own experience as trustworthy evidence to help his listeners arrive at the correct conclusion. And for his effective introduction, he was able to arouse interest, identify the subject and show why the listeners should be interested in it ^_^ . And in addition to that, he made appropriate use of visual aids