MINNEAPOLIS— Continuing in the path of her predecessor, Paul Kirwin, new Executive VP Nancy Johnson wants to grow Country Inns & Suites by Carlson “smartly” while maintaining the “unique” brand culture she helped Kirwin build over the course of a decade-plus. “Paul and I worked together for 13 years, so we have a lot of the same philosophies and values, and we shared the same interest in growth and culture for the brand,” said Johnson. Kirwin was promoted from this evp post several months ago to president and managing director of Carlson Hotels in Asia Pacific. Formerly the brand’s senior vp/development, Johnson is now at the helm of the CI&S brand after a lengthy search for Kirwin’s successor that ended with Jay Witzel, president/Carlson Hotels Worldwide, actually appointing her to the position. “Carlson went through quite a decision-making process,” noted Johnson. In her new role, Johnson will be responsible for such areas as brand culture, franchisee and partner relationships, and brand systems, processes, and standards. She will also serve as the brand champion, and lead orientation, training and field service. Given the similarities Johnson said she has to Kirwin’s brand growth and brand culture philosophies, how is Johnson going to make the position her own? “What’s unique, I think, for us, and to the industry, is that a development person— like myself— has risen to the head of a brand,” said Johnson. “So I bring a completely different perspective, plus an empathy for the need to grow and how to grow so that we maintain the quality and integrity of the brand and create relationships with partners who share the same values and interests we have.” To that end, Johnson will look to expand the brand strategically, not just grow the brand for growth’s sake. “We have a long way to go to catch up to our competitors, but this is a good time for strategic growth— growing smartly with the right owners and the right locations that can sustain growth,” said Johnson. “We want to make sure the markets we enter can sustain additional rooms, we want to be able to make each hotel successful, so we’ll be more selective about locations.” Currently, CI&S is eyeing the Northeast, as well as the West Coast. “We have interest in developing in the Northeast, where there has not been as much new construction. We’re also looking at opportunities on the West Coast— in California, in Oakland and San Diego, up to Portland and Seattle.” How many properties would Johnson like to see added to the CI&S portfolio, which now stands at more than 300 properties worldwide? “We’re looking at 500 by year-end 2005. Then after that we’ll set our sights on 1,000. But that depends on how 2003 and 2004 play out. If the prognosticators are right [about the recovery], then 1,000 is not out of reach five, six, seven years down the road,” said Johnson. “But, again, we want to grow smartly,” she added. “Country Inns & Suites has shown it can grow, that it has legs.” The tough part, Johnson said, will just be maintaining the quality and integrity of the brand as it grows. That’s what Johnson considers her biggest challenge, and that’s why Johnson is emphasizing “smart” growth. In Johnson’s estimation “smart” growth combined with always putting the customer first and teaming with owners, franchisees, managers and front-line employees that uphold that mantra will be the way to continue to evolve the brand culture within the CI&S family. To that end, Johnson’s first major task in the next six months will be “fact-finding and extensive communication,” she told HOTEL BUSINESS®. “I’ll be talking to owners, managers and hotel employees and seeing if we are meeting their wants and needs and making sure we’re listening to them. My number-one goal is to reach out to as many of those constituents as possible.” Then after she’s listened, Johnson will take stock and fix any areas that need fixing and start her brand on the path to 500 properties, and beyond. Lastly
Nancy Johnson