The script covers the good days. Guest experience is decided on the bad ones — the spill, the double-booking, the moment no playbook anticipated. Here’s what separates the rooms that recover from the ones that unravel.
Today is my birthday. I turned 65. And if there’s one thing thirty years of leadership burnout resilience work has
Leadership presence hospitality — these aren’t three separate ideas. They’re the same quality showing up in different rooms. They showed
We moved this week. And somewhere between the boxes and the bubble wrap I found myself thinking about leadership resilience
There’s a line missing from every “AI-first restructuring” memo I’ve read this year. The memos are well-written. The logic is
I get asked about the phrase a lot. Lead With Soul It’s a phrase that sits at the intersection of
I wasn’t supposed to be there. It was early in my career as a National Park Service ranger, and I was walking through the North End of Boston out of uniform — just another person on a narrow street that smelled of garlic and old brick and the particular kind of late afternoon that makes you slow down without knowing why.
I’ve walked into enough tasting rooms, hotel lobbies, and restaurants to know the difference in the first thirty seconds. Not
I watched it happen at a boutique hotel bar not long ago. The kind of place you’d recognize the name of. Two people walked in within minutes of each other. Same room. Same menu. Same server. Completely different experience. One of them left with a story worth telling. The other just left.
