🍍 stop hiding in your office

Going back to the basics is how you’ll win as a hospitality leader.

Your competitors are spending too much time in their offices, and that’s something you can take advantage of.

Craig Poole's advice: "Commit to being on site for breakfast. Show up and walk the floor. Find out who your guests are."

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If you don't go out, you don't learn anything.

Craig Poole

What you'll catch early: Problems and opportunities, such as…

The guest buying land for a new development, which becomes your biggest corporate account
The plumbing problem on the eighth floor, before you have to refund three nights at $600/room
The bridal party that turns one wedding at your hotel into three more

Your turn: Block an hour a day this month to be on the floor. Then listen to both your guests and your team.

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Say hi to the housekeepers. Not as a tyrant, but as a fellow hotel worker.

Craig Poole

Level up: Use what you observe to constantly improve.

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What did you learn today? How will you improve tomorrow?

Craig Poole

Go deeper: Listen to the full episode with Craig Poole or read Why the Best Hotel Managers Spend 90 Minutes a Day on the Floor (Not in Their Office)

Get back to the basics to win in 2026