News for the Hospitality Executive |
by
Phil LaBelle Editor’s note: Phil wrote this reflection piece on Aug. 14, 2010, upon Rich Siegel's request just two weeks before his passing. He touched many lives in the many industries where he worked. We are honored to share this story from Phil with you.
Mikhail Turovsky is credited with a great
quote. He said, “When your legs get weaker, time starts running
faster.”1 How simple, but how
true! And I guess you don’t truly appreciate its deeper meaning
until your legs actually start to weaken. In 2008, I was
diagnosed with an extremely rare form of cancer and it has radically
reshaped every aspect of my life. At times like these, it is
interesting to stop and take a look over your shoulder to reflect on
the places you’ve been and to appreciate just how lucky you really are
for having been able to experience some of life’s fondest memories
firsthand. I went to college for
computer science, and
since I had filled up my electives with electronic engineering courses
instead
of art courses, I was also able to pick up an EE degree.
Looking back, I had some hardcore teachers in
college. In addition to COBOL, FORTRAN,
Pascal, and C, I also took a couple years of assembly language. One teacher in particular was intense. Before he allowed us to actually use assembly
language (commands like PUT, GET, etc.) we first had to understand
machine
language (zeros and ones) so our first assignments were written without
keyboards or screens. A DEC-VAX PDP
11/05 with a front panel consisting of nothing but toggle switches and
blinking
lights. Without a keyboard, you would
“type
in” your program by setting addresses and instructions with the toggle
switches,
and you would then “read” the output by interpreting the blinking
lights and by
interrogating memory address locations. Crazy! Once we got our keyboards and monitors back,
we still weren’t allowed to use the READ or PRINT commands. He felt they were too easy.
Instead, to read, we needed to continuously poll
the keyboard buffer until we saw the ENTER key pressed.
Likewise, to print, we needed to manually
fill the screen buffer or the printer buffer. Looking
back, he may have been a bit eccentric, but by the
time we left
his class we really had a solid understanding of how computers were
made and
how computers functioned on the inside. I
think this has helped me incredibly throughout my career.
In my opinion, the better you are able to
understand how computers function at that level, the better you are
able to
troubleshoot problems and the better you are able to write programs
that make
more efficient use of the computer. I took a job as a computer
operator in a
mainframe data center for spending money during college.
I can tell you from first-hand experience:
punched cards are not a myth, they really existed. And
I actually used punched cards and
reel-to-reel tapes on a daily basis, not to mention printers that stood
6 feet
tall by 10 feet wide and hard disk drives that looked more like washing
machines than computer parts. After
working my way through the data center, I moved upstairs to join the
programming staff and put my education to a test. Then, after several years of
COBOL and assembly
fun as a programmer upstairs, I moved from central Massachusetts to
just
outside of Boston and went to work for McCormack & Dodge, one of
the
packaged software vendors we had been using at the time.
It was fun to see the differences in cultures
moving from a consumer culture where we built almost everything as a
custom application
for in-house use to a software vendor culture where we also built
everything
from scratch, but designed everything to meet the needs of the widest
customer
base and to help minimize ongoing support efforts.
It was here that I experienced every aspect
of what it was like to be on the software vendor’s side of the house. Here, we needed to be a jack of all trades;
we would roll up our sleeves on any number of different fronts. I spent time as a programmer, as a technical
support representative on the help desk, as a consultant handling
installs, as
presales support, and even as a teacher where we underwent formal
certification
as instructors and then traveled cross-country to train customers on
the use of
our product in a traditional classroom setting. This
was also about the time when PCs were beginning to
mature. Windows 3.0 was released two years
after I
had joined M&D, and Windows 3.1 just two years after that. M&D gave me the chance to master my
PC-DOS knowledge and to really dive into Windows. While
M&D was famous for its mainframe
solutions, most of the R&D efforts at that time centered on
integrating distributed
UNIX and PC-based solutions into the product line.
As a software house, we had the advantage of
being able to get our hands on emerging technologies quicker than
others. There was a strong push within the
company to
get everyone trained on UNIX and Windows. This
was a fun time. Technology
was rolling forward so quickly on so many different fronts. It was a great time to be in IT (or, as we had
been called up until that point EDP or MIS). As you can imagine, speaking
at annual
user conferences to audiences of 100 to 500, you’re bound to run into a
few job
offers over time. One such offer
particularly piqued my curiosity—Disney. Having
been a long-time user of M&D software, Disney
had heard me
speak and hoped to convince me to move from Boston to Orlando for some
contract
programming on its M&D systems. I
was interested, but with a one-year-old daughter, I needed more
security. I was hoping for full-time
status not
contract work. I think it took a little
over a year, maybe two, before we agreed on terms, but I finally
received an
offer that I chose to accept. Ironically,
I received the offer from Disney the same week
that I won
the employee of the year award from M&D, and the prize from M&D
was—you
guessed it—a one week all-expense paid vacation to Walt Disney World in
Orlando. How’s that for irony? You can imagine their surprise when they gave
me the award the same day I gave them my resignation letter, explaining
that I
would be relocating to none other than Walt Disney World in Orlando. But that was only the beginning of the
fun. My wife was nine months pregnant
with my second child when I accepted the offer. So,
the start-date was left somewhat open. All
worked out well in the end. My
son was born and released from the
hospital. Two days later, he was
strapped into a car seat and the four of us driving the length of the
eastern
seaboard from Boston to Orlando. And so
began my career in hospitality. Just as M&D allowed me to
learn so
much in such a short time, so too was the case with Disney. As a software house, everything M&D did
was about technology. Likewise, as a
hospitality company, everything Disney did was about hospitality. When I joined, IT was still heavily
centralized, so our team in Florida ran all the systems not only for
Walt
Disney World in Florida, but also for Disneyland in California and for
EuroDisney in France. We also had an
impressive
portfolio of offerings, including hotels, resorts, vacation ownerships,
theme
parks, water parks, restaurants, merchandise outlets, golf courses and
cruise
lines. And they were all there on a
single campus. So, if you wanted to, you
were able to learn an incredibly broad section of the industry, and you
were
able to learn it up-close. I can
remember countless times where I grabbed a broom and was sweeping Main
Street,
or pouring Cokes at a corner shop, or making beds in one of the resorts. Not because you work in those roles, but it’s
all part of Disney’s management philosophy that the more you know about
the
Disney products, the better you would be able to serve the guests. I even had the pleasurable memory of driving
a Disney bus (employees only, no guests!) and even dressing up as a
actual
Disney character, climbing aboard the double-decker bus in Epcot and
climbing
down to sign autographs for a crowd of smiling kids screaming with
excitement. Mere words cannot describe how
simply amazing
it was. Even back in the office, as
you moved
through the hundreds of systems that make these experiences possible,
you learn
a different aspect of what it takes to run a place like Disney. Whether it’s a reservation system, a property
management system or a finance/HR system, there were unlimited
opportunities to
learn. In that way, Disney was very
similar to M&D. As you work your way
through M&D, you learn to master different aspects of the software
development life cycle from a software vendor’s perspective. Similarly, as you work your way through
Disney, you learn to master different aspects of the hospitality
industry. It was an incredible experience.
A couple of years after
Disney hired me, it
decided to get into the cruise industry, and I jumped at the
opportunity to get
involved. The timing was perfect. There was virtually a clean sheet of paper
within IT. We needed to figure out which
systems we could leverage from Disney’s existing portfolio, which to
build
ourselves, and which to rely on third parties to build for us, and then
how to
get them all to talk together. Fortunately,
the first ship was still under construction
in Italy, so we
had a little time to pull it all together, but not much.
Shoreside operations needed a call center up
and running long before the ship arrived, to make sure that we had
enough
reservations to keep the ship full. Likewise,
shipboard systems needed to be ready before the ship set sail. It was a fun time! Words
cannot describe the feeling of watching
that first ship pull into port for the first time.
What an incredible sense of pride. Once all the systems were in
place and
the ship was in service, I went back to Walt Disney World to lead the
architecture team in building out Disney’s next generation reservation
system
platform. Not too long after that, I was
contacted by a partner at PriceWaterhouseCoopers who had just landed a
deal at
Royal Caribbean to completely redo the shipboard/shoreside processes. This was just too much fun to pass up, so I
jumped at the chance and soon found myself in Miami.
While that specific project itself was
canceled, I continued working for Royal Caribbean and Celebrity Cruises
for the
next couple of years, followed by a project at Carnival Corp.
(Carnival, Costa,
Holland-America, Windstar, Cunard, and Seabourn) that kept me in Miami
for yet
another couple of years. There’s
something about the cruise industry that is just magical.
It’s very addicting. Upon leaving Carnival, I went
to Hyatt
Hotels in Chicago to help develop its five-year IT Strategic Plan and
Roadmap. What made the project
interesting was that it covered all technologies, all business areas,
and all
geographies not just its North American operations.
I learned a lot on this project as it
involved some fairly extensive travel throughout North America, but
especially
throughout Asia. While I had a fairly
solid understanding of hospitality in the North American market, the
exercises in
Asia really helped me understand just how widely the hospitality
business
varies by region. Guest expectations are
different, and to meet those needs, hotel products and offerings are
also
different. I worked with a great group
of executives at Hyatt and understood the industry from their
perspectives. From there I was off to
Bethesda at
Marriott’s headquarters helping with the joint development efforts
underway
between IBM, Marriott and Siebel (now Oracle) to develop a next
generation group
sales system. This gave me an entirely
different perspective on the industry once again. While
I was already familiar with hotels,
resorts and vacation ownership models, Marriott brings very different
needs to
the table when compared with Disney and Hyatt, both in terms of
scale/size as
well as ownership models. Changing roles
like this was a very humbling experience. It
teaches you that just when you think you have it all
figured out, you
realized that your knowledge only skims the surface and there is still
so much
more to learn. And just when I thought I had
it all
figured out once again, my next project was in gaming.
When Caesar’s and Harrah’s decided to merge,
they opted to divest themselves of a few properties.
I came onboard to help Resorts International
Casino and Hotel in Atlantic City with the onboarding of three new
properties;
one in Atlantic City and two more in Mississippi. It
took time to figure out that while much of
what goes on at a hotel operations level still applies in a casino
hotel, it’s
still radically different than traditional hotels.
In a traditional hotel, it’s all about the
hotel. You want to find that perfect
balance between maximizing revenue (profit) for the owner and
maximizing
loyalty and positive guest experiences for the traveler, while
maintaining a
fun and exciting work environment for your staff. In
a gaming environment, it’s similar, but the
gaming systems come first and the gambler (player) is king. Meanwhile, the casino hotel is there first
and foremost as an amenity to the players. A
good number of room nights are given away complimentary
to those
players that are contributing significantly to the revenue flow out on
the
gaming floor. So just as with the cruise
industry, all of the same concepts apply, but you put the pieces
together very
differently. But even that’s not cast in
stone. There’s a difference between an
east coast casino and a west coast casino. The
markets are different between Vegas and Atlantic City.
You market a casino differently in a
destination
market than a local market. Then, add
onto that the very tight controls and regulations to which casinos are
held. It is one of the most highly
regulated industries I have ever worked in. Once again, gaming is yet
another
extremely fascinating aspect of the hospitality industry.
In fact, I liked it so much that I agreed to
leave IBM (who had since acquired PriceWaterhouseCoopers) and sign on
as CIO of
the Seneca Gaming Corporation. They
were in a fun period, having just opened its first casino in Niagara
Falls, N.Y.,
and a second smaller casino in the Allegany Mountains an hour south. While with them, we successfully opened a
486-room,
four-star hotel which adjoined the Niagara Falls casino, a 212-room
hotel which
adjoined the Allegany property, an expansion to both casinos, and were
finalizing plans for opening a third casino, this one in Buffalo. Shortly thereafter, an
opportunity opened
itself to work once again with the folks at Hyatt, this time in a
full-time
capacity. As a testament that what goes
around comes around, Hyatt had gone through a reorganization of IT and
brought
in a new IT leader tasked with re-inventing IT. The
new leader engaged a recruiter to fill my position,
and as just one
more ironic twist, it happened to be a recruiter who had worked with me
in the
past (and knew of my prior Hyatt engagement building the five-year
strategic
plan). When the new leader explained to
the recruiter that a consultant had come in a few years back and had
built out
the plan and now they needed someone who could get up to speed quickly
on
Hyatt, the industry, and the plan and could begin implementing the
plan, the
recruiter smiled and the rest happened very quickly.
My interview felt more like a homecoming or
class reunion than an interview. As I write this I’ve been in
the IT field
for 27 years and the last 17 years have been entirely devoted to the
hospitality industry. Has it really been
that long? Amazing! As
I continue reflecting over these memories,
the one theme that keeps recurring is the people. Yes,
I’ve had the chance to play far and wide
with technology. And yes, I’ve had the
chance to experience the hospitality industry across a very wide
spectrum— from
hotels, cruise lines, casinos and everything in between.
But it is the people that make it all
worthwhile. I guess if you’re going to
survive in the hospitality business you’ve got to have hospitality
running
through your blood. It’s amazing how
similar people are in this industry, whether within the same company,
across
competing companies, or even across different segments of the industry. There really is a team attitude that I’ve
grown to love. Anyone who has spent a
significant amount of time in this industry will agree.
It’s a very tight group of people. Everyone
in the cruise industry knows
everyone else in cruise. Everyone in
gaming knows everyone else in gaming. Everyone
in lodging knows everyone else in lodging. But
what really surprised me was just how
much cross-over there is between the segments. And
this team attitude prevails. Some people spend their
entire life
swapping in and out of different jobs and different industries trying
to find
themselves. I am extremely thankful that
my chemistry teacher decided not to have his morning cup of coffee the
day I
happened to walk into his classroom, as he convinced me to get into the
computer science field. I wasn’t looking
to get into computers; it just happened as some strange twist of fate. I am also extremely thankful that Disney
decided
to attend my session at that particular user conference and convinced
me to get
into the hospitality industry. I wasn’t looking to work at Disney. In fact, at that point in my life I had never
even been to a Disney theme park. I also
had a nice moustache that had taken years to grow and I knew that I
would have
to shave it off to comply with Disney’s policy at the time of no facial
hair. I wasn’t looking to work at Disney;
it just happened as some strange twist of fate. But
I’m glad for both, because I now find myself in my
dream situation;
doing the job I love in the industry I love. As
I said, some people spend their entire life searching
for that
goal. Mine just fell into my lap, as
some strange twist of fate. And I
couldn’t be happier. But now, but some other
strange twist of
fate, I find myself counting down the time that I’ll be allowed to keep
enjoying doing that which has given me so much pleasure. In March 2008, I went to a
walk-in clinic
for what seemed like a pulled muscle on my left arm.
It felt like I just pitched nine straight
innings and had thrown-out my arm. I let
it go for a week or two, but on the third week, it was no longer just
pain. Now it had started to swell. At my wife’s pleading, I went to the clinic
and they sent me to the emergency room for confirmation, but they felt
that it
was sarcoma, a rare form of cancer. We
raced to the ER and they confirmed—cancer. The
last time I had been in the hospital was to have my
tonsils removed
in grade school. I don’t smoke, and no
one in the family has a history of cancer. They
must have made a mistake? The
ER doctor made an appointment for the first thing Monday morning with a
surgeon
who was recommending amputation at the shoulder. Still
in a fog, I made the rounds telling my
brothers and sisters the news. Fortunately,
one of my sisters is a nurse in Boston with affiliations to Dana Farber
Cancer
Institute. I remember her explaining to
me very clearly that if I wasn’t on the next plane to Boston getting a
second
opinion then she was going to fly to Chicago with the rest of the
family to
drag me to Boston. Needless to say, my
wife and I were on the very next plane to Boston. We
met with the head surgeon for a unit that
specializes specifically in Sarcoma. He
said that it looked bad and could understand why they wanted to
amputate, but
he felt he could treat it with radiation and then remove it surgically. He didn’t think I’d have much use of the arm,
but at least it would physically still be there. We
spent the month of April in Boston while I
underwent radiation on the tumor. Everything
responded well to the radiation so we went
forward with the
surgery in June. Surgery took many more
hours than anticipated, but not only did the surgeon successfully
remove the
tumor, but I’ve had full use of my arm ever since.
Unfortunately, while the arm
was now free
and clear of any cancer, new scans showed that the sarcoma had spread
into my
lungs. The medical opinion at the time
was that since the lung tumors were still microscopic in size they were
too
small to be treated. I disagreed. My perspective was: Why
wait until they’re big enough to fight
back? Let’s attack while they’re still
defenseless. So, my wife and I returned to
Chicago to begin
chemotherapy treatments in August 2008. Unlike
other forms of cancer where there are known
chemotherapy
treatments with proven track records for those forms of cancer, my
specific
type of cancer (sarcoma) accounts for only 1 percent of all cancers. Now break down the 1 percent even further,
considering that there are 20 to 30 different subtypes of sarcoma. That means my subtype, Leiomyosarcoma, only
accounts
for somewhere between 0.03 percent and 0.99 percent of all cancers
reported
each year. Given those statistics, it’s
now perfectly understandable why this disease is far more difficult to
treat
than other forms of cancer. There just
isn’t the same level of historical data available on what works and
what
doesn’t. Between August 2008 and
August 2010 I
went through a total of seven or eight different chemotherapy
treatments
including three clinical trials. My body
responded better to some than to others, but it never responded well
enough to
any of them, even with the head start we had treating when they were
microscopic in size. Over the course of
those two years, the tumors had spread from the lungs to the lymph
nodes, to
the liver, and then to my back. I was
really holding out for this most recent clinical trial.
The drug had already shown a promising track
record with sarcoma patients and had already received approvals in
Europe, but
was still awaiting approval here in the U.S. pending further trials. We were hoping this would be the one, but in
my case, this one actually caused the disease to grow even faster. Oddly enough, until very
recently, the
disease has had minimal impact on my work. I
continued to work through all the chemo, although many
more hours were
spent working from home than from the office, especially lately. Similarly, I also didn’t begin to cut back my
travel hours until recently. So I really
can’t complain. I’ve seen other cancer
patients and what they were going through, and all-in-all I think I was
dealt a
fair hand. And if you take it out of the
physical realm, then I definitely can’t complain. In
fact, I have nothing but thanks and
praises to so many. And it goes right
back to the earlier theme: the people. First, there’s work. My company, my boss, my peers, my team: I
can’t say enough. Everyone has been
there through it all to lend a helping hand and help ease any burdens I
might
be carrying. Then, there’s the
industry. I said it was a very
close-knit industry and it is. The
outpouring of help from those whose paths I’ve crossed over the years
has been
incredible. People I’ve worked with in
the past, vendors both past and present. You
name it. Everyone has
been
there for me. And words can’t even begin
to describe my family without whom I couldn’t have made it through even
the
first mile of this journey. I’m thankful
for my loving wife and her family. I’m
thankful for my kids and for my brothers and sisters.
This is a battle that would be nearly
impossible to fight alone, and thank goodness that is something I have
never
had to come close to thinking about. My
family has been by my side every step of the way. It’s been roughly two and a
half years
since I’ve been diagnosed. I don’t know
how much longer I have to continue this fight, but I am comforted
knowing that
I have an incredibly strong support network here to help me take this
battle to
the very last mile. Revisiting Turovsky’s
quote again puts it all in perspective. “When
your legs get weaker, time starts running faster.”
[1] Itch of Wisdom (Cicuta Press, 1986) pp.3-5
Philip E. LaBelle, 45, of Sleepy
Hollow, Ill., died Sat., August 28, 2010 after battling a rare form of
cancer
for more than two years. He is survived by his loving wife Ann Cecille
(Abordo)
LaBelle, the proud father of Krystal and John LaBelle of Kissimmee
Fla., his
stepson Niel Dione (Abordo) Ocana of the Philippines, his beloved
parents
Francis and Lucille (LaFosse) LaBelle of Mass., his brother Paul
(Angela)
LaBelle of Pa., and two sisters Barbara (Joseph) (LaBelle) Danowski of
Pa., and
Cathy (LaBelle) Farraher of Mass.; many nieces and nephews. Born in
Worcester,
Mass., Mr. LaBelle also lived in Orlando, Fla. area, Niagara Falls,
N.Y. area,
and recently Chicago, Ill. area. Mr. LaBelle spent his life working in
the
computer software field for the hospitality industry. Currently the
corporate
Vice-President of IT for Hyatt Hotels, Mr. LaBelle has worked for
numerous
hotels, resorts, cruise lines, casinos, and theme parks over the past
20 years.
– Source Chicago Tribune, Aug. 31,
2010
Phil’s family encouraged donations to the
American Cancer
Society; please use the following link to make a donation in his
memory. https://www.cancer.org/involved/donate/donateonlinenow/legacy3/index?don_promo=Legacy3&dn=mem&fn=PHILIP&ln=LaBELLE
Thanks
for the memories Phil, you
will be missed. |
Contact: Geneva Rinehart Managing Editor Hospitality Upgrade Magazine and the Hospitality Upgrade.com website www.hospitalityupgrade.com/ [email protected] |