A Conversation with Peter Schall: Building a Quality Focus at the Hilton Hawaiian Village.(Interview)

The Hilton Hawaiian Village with 3,000 guestrooms is the flagship of the Hilton Hotel chain. It is a splendid property overlooking the Pacific Ocean on Waikiki Beach in Honolulu on the island of Oahu. The property is lush with flowers and native plants and trees. It is a paradise within the paradise that is called Hawaii. In this beautiful setting, I sat down with Peter Schall. Peter is the Managing Director and Area Vice President of Hawaii for the Hilton Chain. He is quite a person. His enthusiasm for quality programs and a focus on customers is contagious. His leadership shows throughout the hotel operations. Staying there is an experience that helps to make Hawaii a special place for countless of quests. The quality of the experience begins with the immaculate property and the caring nature of the employees. There is a genuine love of people at this hotel. It shows with every team member of the hotel I met from the bell captain to the housekeeping staff. It is a property that a person, who focuses on quality like myself, can enjoy just viewing the quality of operations at this hotel.

Peter also has a zeal that people ought to learn about the culture of the Kingdom of Hawaii. He has sponsored various cultural events on the property and within the state of Hawaii. The new wing of the hotel will have a cultural center and museum dedicate to having visitors learn more of the history of Hawaii and its royalty. For example, I was surprised to learn from Peter that the king's palace had electric lights before the White House in Washington D.C., so much for the primitive image.

Peter is from Germany. He started with the Hilton chain as a waiter in 1965. He was part of the opening team at the Hilton Washington in Washington D.C. and has been in Hawaii since 1986. It is my honor to introduce you to Peter Schall, an extraordinary leader.

KEN THOMPSON: What's your personal leadership philosophy?

PETER SCHALL: I think you first try to create a vision. Then you work with the whole team and give each and every one that you work with a responsibility based on a good foundation of planning and then giving them the right tools and then let them do the job. I think what that does is to foster a very cohesive team because everyone becomes part of the entire planning process and everyone takes ownership of the business plan and in the execution of that plan.

KEN THOMPSON: Do you get their input as you develop this vision and business plan?

PETER SCHALL: I think that's the most critical part! When I say they take ownership of the business plan it's because they are part of the whole planning process. They can provide their input and because once you are able to provide input and that input is listened too, then the individuals take over the ownership because they are very much part of the plan, it is their plan.