The question people actually want to ask Whenever I sit on a panel or catch up with someone in the hallway after a session, one question comes up more than any other: how do you keep a hotel running well when you can’t be everywhere
A free night costs more than you think Ask any front desk agent what to do when a guest is upset, and they will tell you the same thing: comp something. A free breakfast, a free night, a bottle of wine sent to the room.
When Normal Operations Suddenly Change As a hotel manager in Florida, I know that every day brings something different. Most days are focused on guest service, team leadership, operations, and creating memorable experiences. Then there are the days when everything changes without warning. Living and
Every Comment Tells a Story As a hotel manager in Florida, I spend a lot of time thinking about the guest experience. Every day, guests arrive with different expectations, different travel plans, and different reasons for staying with us. Some are on vacation with their