HSMAI Recovery Hero: Robert Boyd

As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.

HOSPITALITY RECOVERY HERO: Robert Boyd, Director of Culture and Engagement at Terranea Resort

CONTRIBUTION:  As a frontline essential worker at the resort throughout the pandemic, Boyd demonstrated great courage, grit, and resilience, ensuring that his fellow associates and leadership community could remain focused on their recovery objectives. He spent countless hours tracking and complying with ever-evolving government mandates and public health guidance, innovating and developing new standards of guest and employee care. He paid careful attention to alignment with the new standards and played a critical role in constantly communicating with the employees and guests to understand and ease concerns during an unprecedented time. He was always reassuring, empathetic, and worked tirelessly to create a positive workplace culture and environment.

RESULTS: Through consistent and constant communication, Boyd alleviated as much uncertainty as possible regarding return-to-work policies, anticipated timelines, and business levels. He helped employees understand the new policies and procedures to feel confident when they returned to work.
Boyd adapted and changed as a leader to ensure that he was able to advocate for and pay special attention to the mental health of his employees and fellow associates. He created a new structure within his department to cross-train each team member so that they were able to move across different roles. This investment not only provided value to the associates by expanding their areas of expertise, but also made them feel more comfortable coming to work. This intimate approach to leadership created a more personal connection, a more empathetic environment, and resulted in a more confident and comfortable high-performing team.

NOMINATED BY: Agnelo Fernandes, Chief Strategy Officer & Executive Vice President for Terranea Resort – “Robert is a hero in every sense of the word and continues to be an integral part of the resort’s recovery and rebuilding. His professionalism, positivity, and empathetic grace in leading the Terranea team and taking care of our valued guests during an ongoing period of uncertainty was instrumental in the continued growth and success of the company.”

The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.

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