John Kerwin on the importance of memorable moments in the hotel world

How did you get to become a talk show host and what drew you to working in guest services at hotels alongside that? I was discovered at the Hollywood Improv comedy club where I was an emcee. Rather than tell jokes, I would interview the comedians either before or after their set. One night I interviewed Jerry Seinfeld before I introduced him and there was a producer in the audience who, after the show, told me that I should be a talk show host and he’d help me. Hotel guest services are amazingly similar to hosting a TV talk show. People visit me at my desk, I learn all about them, and hopefully I’m able to connect with them. The only difference is that it isn’t on television and there’s no studio audience. It’s a great feeling to build rapport with another human being, whether it’s on a TV soundstage or in the lobby of a hotel. How do you manage the two roles and are there any challenges in doing so? The challenge is time. I’ve had to leave jobs, simply because the TV work was all- encompassing. Other times I’ve worked part-time. But like Andy Kaufman who, while working on the TV show, Taxi, worked in a restaurant, I like staying in touch with real people. The experiences are very translatable to my TV work. What sort of facilities does the Fairmont Miramar Hotel have and what kind of clientele would you say it attracts? We have about 300 rooms and I really like the broad spectrum of people that appear at my desk. From business travelers, wedding guests and tourists from virtually every country, to super hip patrons of our bungalow bar, it’s always exciting to meet new people. And, for me, it’s equally rewarding to help a plumber as it is to help a billionaire. When working with VIP guests, what do you think they are looking to gain from their experience and how do you play into it? They want a memorable experience; one they can take with them and cherish. We offer the ‘Bungalow Experience’, and I am connected to those guests from the moment they check-in to when they depart. I ask questions to find out what’s important to them. Sometimes it’s golf, or getting into a trendy restaurant; other times it’s an event such as getting them front row seats at a sporting or music event. VIP’s want to be treated special and to feel a connection with someone who cares about making their stay memorable. In your opinion, how can other hotels make their guests feel more comfortable? The priority should be, as my general manager, Sam Jagger says, “turning moments into memories.” Looking for those opportunities to create special moments for each particular guest and empowering employees to find them. I find there’s nothing more gratifying than making people happy, especially when it’s unexpected. A father brought his son to the hotel and wanted something truly magical for his birthday and asked for my help. I found out that his son, Elliot, had a passion for baseball. Problem was, he was the worst player in his little league. So with his father’s blessing, I contacted a major league team and hired a batting coach to teach Elliot how to correctly hit. His father captured the whole day on video and Elliot loved every minute. Months later the father called me and said Elliot was named his little league’s MVP. If a hotelier were to read your book Talk Big: How to Interview Celebrities and Make Them Love You, what helpful tips would it give them in running their business? Talk Big stresses the importance of making people feel special. At the hotel we give stuffed animals out to children, but I’ve found that elderly people also like stuffed animals, as do some people celebrating a birthday. Gift-giving is an excellent way to build rapport when it’s a welcomed gift. On my talk show, when I found out Olivia Rodrigo liked apple chips, I had them waiting for her in the green room before our interview. She was so happy when she saw me because I cared enough to get her favorite treat. It doesn’t always have to cost a lot to make a guest happy. A guest’s name also means a lot to them. I’d always make sure that the celebrity guest’s name was on a parking spot, designated for them. They always loved that. On the door to their dressing room there would be a giant star with their name beautifully printed out. It cost a bit more, but it made them feel special. Hotel guests also want to feel special. Welcoming them by name, having their name spelled out on some amenity, goes a long way. When running a hotel business, you want to stay in contact with your customers. Ask your guests questions. What do they like about the hotel? What don’t they like? What’s been the best part of their trip? These mini-interviews will help you to learn how to generate repeat business and how to better use your property to its greatest advantage. What advice would you give someone looking to get into public speaking, either as a career or a skill they are looking to improve? Speak and speak often. I recommend Toastmasters, which is in most cities and countries around the world. You give speeches to a group of people and they evaluate them so that you improve. Over and over you speak or evaluate other’s speeches, and it’s amazing how quickly you can become a competent speaker. I’ve won multiple contests all the way to the state-wide level. It’s helped me when I’ve had to talk in front of hundreds of people for my television work. How can good public speaking skills aid in a hospitality role? Whether you’re talking to a group of business people or a family of five, public speaking gives you the confidence to get your ideas across to them. You’ll be more poised, more articulate, and more interesting if you put in the time as a public speaker. Is there anything you have planned that’s coming up that you’d like to share? I have another talk show in the works for 2023, but whether it’s chatting with movie stars or hotel guests, I’m always looking to create memorable moments.