Real Talk With Mandy Farmer
Who is Mandy Farmer?
The first thing you need to know about Mandy is that she LEADS WITH LOVE. She is the CEO of Accent Inns Inc and has eight hotels across two brands, Accent Inns and Hotel Zed. Plus, her latest venture, her new restaurant in Tofino BC, Roar. Mandy was named RBC Women of Influence Entrepreneur of the Year in the Excellence category in 2020, won the Tourism Industry Association of Canada's Business of the Year award in 2018 and was named Hotelier of the Year by Hotelier Magazine in 2017. But the accolades that matter most to her center around her people. In 2021 Accent Inns Inc. was named one of Canada's Most Admired Corporate Cultures. Her Employee Net Promoter Score is double the industry average and her Fall 2021 survey had a 95% response rate with 98% saying they are happy to work there.
What has been the greatest challenge in your career?
Absolutely the COVID-19 pandemic. Hands down! I still remember how I felt when it hit and travel shut down. I was so scared for my team and for their families. As an employer, I feel so responsible for my team, and the level of uncertainty was really tough on all of us.
What is your greatest success?
I'm most proud of our people and the culture we have in our company. The best thing I can do as a leader is to surround myself with experts who I trust to make the right choices for our business and the team. And I absolutely have that here at all levels of the organization. I know that our leaders are setting the standard by leading with love and that each of our properties functions as a small community that looks out for each other and has fun together. Our latest employee engagement survey showed that 98% of our team is happy to work here. Nothing could make me more proud!
What is the greatest advice you can offer for those looking to get into business ownership, and/or hotel ownership?
Set your intentions clearly and make sure you have people around you that will hold you accountable to your goals and your vision. It's so easy to feel pressure to conform to how you think a business owner "should" act, but there is no such thing as cookie cutter entrepreneurship! Create your own rules-it'll be way more fun.
What is the largest impact COVID has made on the running of your businesses? How have you adapted to this?
COVID made us stop in our tracks and really reflect on what's important to us as an organization. I'm clear now that my biggest priority is my people. And that's actually a great business decision! We nurture our team because we want to enrich their lives, not because it makes our products and services better. But our products and services ARE better because we have happy, enriched and awesome employees. And my life is better for it, too.