🍍 presence produces profits

The Big idea: Being present isn’t just a feel-good aspiration for the new year. It can be a big driver of opportunity and financial performance in your hospitality business.

Craig Poole, AHLA’s General Manager of the Year, built a reputation for constant presence in his hotels:

Gave away his office and worked from the lobby so he could see what was going on
Worked there every morning and evening
Walked the hotel constantly
"Farmed" the lobby, building relationships that turned into repeat guests and bigger business

The result: Outgrew their 208-room hotel with 27,000 sq ft of banquet space. Took over a nearby country club to expand capacity. Won Hilton’s Connie Award for guest satisfaction and financial performance three times.

Bottom line: If you're not present to see what’s happening in real time, you're missing opportunities someone else will catch.

Your turn: This week, block one hour a day to work from your lobby.

Go deeper: Listen to the full episode with Craig Poole

Presence produces profits

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