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

YOU MAY ALSO ENJOY

A few final things:

• If you have any thoughts, ideas, questions, or suggestions for Hospitality Daily, please reply to this email. I’d love to hear from you!

• If you have something that would benefit the hospitality professionals who read, listen to, and watch Hospitality Daily, let’s work together to help you help more people.

Thank you for reading.

-Josiah