4 minute read
Your membership’s secret ingredient
By Lisa Leinberger
When hospitality business owners talk about the value of their membership in the Washington Hospitality Association, some of them focus on the legislative advocacy which gives them a stronger voice in local and state issues that affect their bottom line. Some highlight the many cost-savings programs to which they have access.
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Others stress the benefit of having someone on their side that they can reach out to when they need something: that one-on-one relationship with their territory manager that is key to getting the most out of their membership.
When you need something specific, such as training platforms, purveyor and professional service referrals, or when you have an industry-related question or challenge, you have a reliable resource to call.
Territory Manager Tamorro Farrell recalls when a member was in a crunch.
A member once called her, completely stressed out because in two hours, she had to terminate an employee under challenging circumstances. “I need to know what I should say and what I shouldn’t say,” the member told her.
Tamorro immediately reached out to an attorney in the Washington Hospitality Association’s
Advisory Network. She then referenced the
HERO manual and read the best practices for terminating an employee to the member and general manager, including the section that spelled out how to avoid a lawsuit. The member was starting to feel a lot better about the situation. Then, the attorney called the operator and offered specific advice.
“By the time she got done talking to me and the attorney, she said she felt empowered to effectively, calmly and confidently deal with this situation,” Tamorro said.
It’s the special ingredient of having a membership with the Washington Hospitality Association—your territory manager. They are the support system who equips you with the tools to cope with the challenges that are unique to the hospitality industry and the state.
“We have resources for every business model,” Tamorro said.
Activating membership with the Washington Hospitality Association is like joining an exceptional gym, and I’m your personal trainer.
Cathy Fox, Seattle & King County Territory Manager
Marla Fruit, Spokane & Northeast Washington Territory Manager
“The time-saving resource is the relationship you have with us,” said Cathy Fox, Seattle & King County territory manager. “Activating membership with the
Washington Hospitality
Association is like joining an exceptional gym and I’m your personal trainer.”
Amy Spain, territory manager for Snohomish County and Northwest Washington, said that during the pandemic, members have been inundated with information from multiple outlets. The association is the trusted primary source of information, filtering out the white noise and providing timely, relevant content. When rumors about what is coming next start swirling through the industry, members call their territory manager to get the facts.
Robbin Stafford, territory manager of Southeast Washington, said our members are the backbone of our association and the reason we exist. “The larger the membership base we represent, the more power we have to negotiate on their behalf.”
One of the many things Michele Schaub, territory manager in downtown Seattle, has done for her members is connect them to a network of peers. She introduced a member in an HR role who was new to hospitality to others in a similar capacity who eventually became her mentors and support group.
In these challenging and unprecedented times, your territory manager provides reliable and consistent support when you need updated reopening guidelines or resources like a grant through the U.S. Small Business Administration. Tamorro recalls instances when a member had an approved grant, but the Department of Commerce needed additional information to process their application. Tamorro was able to assist the operator with the necessary steps to get the funding. Marla Fruit, territory manager of Spokane and Northeast Washington. “The association curates time-saving resources and cost-saving programs, thereby allowing operators to focus on their business.”
Marla identifies all pertinent resources the association offers and customizes them to the member’s needs. She said the membership team is persistent in reminding members to take advantage of their cost-saving programs. She said these programs are the privilege of having a membership.
Cathy chimed in saying, “We demonstrate where they can find savings, such as the pop syrup tax—a 100% B&O tax credit on the sales tax restaurants pay to their distributor for soda syrup.”
They all agree. There is a dynamic partnership between the members and the association. The most important part of the relationship is the trust that develops between members and their territory managers. “We introduce ourselves and earn trust quickly, and then prove time again that we’re reliable, we’re dependable, and of course we’re hospitable,” said Cathy.
The most important resource you can have is an ally in your corner. Whether you need advice from a trusted advisor, timely and vetted information specific to the hospitality industry, ways to save on your bottom line or referrals to our product and service providers, the Membership Team is here to field your questions and connect you with answers and resources. That’s the secret sauce.
