Gettin’ By: A Conversation with Kathy Setzer, Owner and GM of the Heywood Hotel

To shine a light on how the Heywood Hotel is navigating the current reality and what our plans are moving forward, our social media editor Samantha Lauron sat down (virtually) with Owner and General Manager Kathy Setzer to ask a few questions.

 

SL: What is the current status of the Heywood Hotel’s operations?

KS: We have sadly had to temporarily pause our operations as travelers around the country and world are forced to stay home. We support the measures being taken at all levels, local to federal, to keep the public safe. What’s important now is that for the sake of our communities, to protect ourselves and the people we love, and to help reduce the economic impact – especially to small businesses like ours – we must all scale back, stay home, and stay healthy.

What’s the outlook for reopening?

Quite honestly, it’s hard to know. We monitor the news obsessively, just like everyone these days. We are following hotel industry reports, CDC guidelines, and other resources provided by the Texas Hotel and Lodging Association. We want to be as informed as possible. Our decision to begin welcoming guests again will be based on the best interest of our staff, guests and the general public. Meanwhile, we are readying our business so that we can implement the necessary protocols when it is appropriate to reopen.

The big thing I want to emphasize is, the Heywood will reopen. My focus for the last few weeks has been on stabilizing the hotel’s finances for the long term. We always say, “We are small but mighty.” This applies not only to our team of badass women, but also to the way we run our business. We have the financial stability to weather storms, and we are making business decisions in the immediate and long-term interest of our employees and the business. 

Have you had to layoff employees?

Proudly, at this time, no. All Heywood employees remain employed, and paid, and their healthcare benefits are intact. We have committed to continuing to provide for our workforce as long as we can. We are fortunate to have business savings to cover small bumps like this, and we recently received a small Paycheck Protection Program loan to fund an additional eight weeks of payroll coverage.

Our crew is our family and we have a responsibility to them. They are the heart of the Heywood. George and I made the conscious decision to pay our employees their wages, even those who have little or no work. 

How are your employees spending their time?

Even without hotel guests, our team has been quite busy!

First, we are still available to answer guest emails and phone calls, so please don’t hesitate to give us a call! We’re happy help plan your future trip or special occasion, and offer the best advice you can find on what to see and do in Austin.

Next, we are excited to have a new online store that launched this week where we can sell our Heywood T-shirts, Heywood Blend coffee, some of the local maker’s crafts featured in the hotel, and our super soft bedding. The entire team has been working to design new T-shirts, package items, and work out the details with our suppliers. [Ed note: Take a look here.]

We are working hard to improve our processes and plan for our reopening. Our team is focusing on employee development and education so that we can reemerge from this experience stronger than ever. We’re writing new concierge guides and expanding our employee training manuals.

And, most importantly, we have committed to donating 250+ hours in volunteer service. Our employees will be paid their normal rate of pay to assist local nonprofits with their important missions. Our first partnerships are with three organizations doing important work in the Austin healthcare sector. ATX Hospital Meals and Keep Austin Eatin’ keep local healthcare workers fed while also supporting local restaurants that have been heavily impacted by COVID-related business restrictions. Combined, these two organizations have a goal of delivering more than 1,500 meals to our overburdened medical community each day. That’s amazing.

The Austin-Travis County EMS Association provides 9-1-1 emergency medical response to Austin and Travis County, a population totaling 2.2 million. Our efforts will help keep our public safe by assisting with supporting inter-departmental communication across more than 500 employees, and by supporting the donation of supplies to medics who are suffering from the virus or have otherwise been impacted by the pandemic.

We are expanding our volunteering relationships this week and look forward to providing an update on our work with additional senior centers, providers of services for people experiencing homelessness, and others in our neighborhood and broader Austin community. You can read more about our efforts here: Sleep Well, Do Good — How #HeywoodHelps

Hospitality is in our team’s DNA – our business is to serve. This volunteer work gives us the opportunity to give back to the community by utilizing our team’s skills in a way that can benefit others – but it’s also giving back to us. It fills an important need to do something nice, something that matters, for others. 

How are you spending your time?

Managing all of the above, and trying to nurture and stay in contact with our staff while we are all apart. Lots of conversations with local partners, our banks, fellow small businesses, and industry advisors. Like all business owners, the last few weeks have been a big learning curve, with new business requirements, safety measures, HR requirements, loan applications and more. 

One thing I’m grateful for, is the opportunity to continue my education through Cornell University. I’m finishing online courses to earn a Master Certificate in Hospitality Management, a program I started five years ago. I expect to complete the remaining courses in the next few months.

Doing any fun things?

I enjoy cooking, and right now I’m getting a lot of practice! Nothing elaborate, really — I’m mostly making soups, stews and the occasional paella. I’m practicing Yoga with Adriene (I recommend starting with her free 30 Days of Yoga series on YouTube). I spend a lot of time in the yard. Austin has had a beautiful spring and our plants at home and at the hotel are lush and happy. We recently started an aeroponic garden at home and I’m having fun monitoring the tomatoes. Besides that, we watch TV – we just wrapped up Succession and Better Call Saul – and dote on our dogs, Rooney and Mance, and our black cat Faye.  

What are some ways you’ve seen the Austin community come together?

The support Austin has shown for the city, local businesses, and general community has been incredible. From new nonprofits popping up to support those in need, to businesses shifting their operations to provide meals and services to those without a paycheck, to new online classes and webinars to share expertise across a wide range of fields, Austinites are coming through for one another. Check out our recent blog post for more information: Why We Love Austin (Now More Than Ever)  

How can the community support the Heywood?

We can’t wait to welcome guests back to the Heywood, but until then there are a few ways to support our small team from home.

The purchase of a no-expiration gift certificate for a future stay helps us the most right now. All purchases made in the online shop will go directly to supporting the Heywood and our team while we our operations are temporarily paused. Purchase your no-expiration gift certificate for yourself or a friend here.

We just launched our online shop with help from our friends and neighbors at Fine Southern Gentlemen. In the shop you can buy a Heywood T-shirt, other apparel, our beloved Heywood Blend coffee and “Heywood at Home” packages featuring our soaps, lotions, room scent and more.

We are also selling our super soft, luxury bed sheets and bed linens. These are ordered directly from the hotel and shipped to your home from the manufacturer – go here for more information. 

Any closing thoughts?

We miss everyone so much! We know how much everyone is looking forward to planning their next getaway and how frustrating it feels to not know when that will happen. We get it because we are travelers ourselves – and planners, coordinators, and hosts. All identities that make us extremely restless.

This difficult moment will pass, and when it does, the Heywood Hotel and our small team will be ready to resume hosting our guests. This crisis will change us – everyone, worldwide. But here at the Heywood, some things will always remain true: Our dedication to our guests. The integrity of our relationships. Our love for Austin. And our drive to be the best boutique hotel in the world (seriously) and your favorite hotel ever.

I’ll close with a simple wish. Stay well. Be good to yourself. Be forgiving of others. And look out for your neighbors. We are all in this together, and we are looking forward to seeing you in the brighter days ahead.