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Plus: A different luxury, designing the new Raffles London, and owning the outcomes

Hello. Ever find yourself inspired by what’s happening in hospitality today but unsure if you can achieve the same in your own business? Today, we have just the person to guide you through this…

Today we’re looking at:

  • Feature story: Be the change you want to see - Craig Poole’s advice for hospitality leaders

  • Guest experience: Alan Fuerstman had a different idea about luxury for Montage

  • Design: Designing the new Raffles London

  • Leadership: Stay curious and own the outcomes to stand out

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Be the change you want to see

with Craig Poole, President of Reading Hospitality

Credit: Craig Poole

Craig Poole, President of Reading Hospitality, owns and operates the DoubleTree Hotel in Reading, Pennsylvania, which has earned back-to-back Hilton Connie Awards and his recognition as General Manager of the Year by the American Hotel and Lodging Association. Today on our podcast, he shared his advice on driving change in the hospitality industry.

Be the Change: Craig believes that driving change starts with being the change yourself. "Mahatma Gandhi said to be the change you want to see. Do you want to be the change? Be the change." He encourages hotel leaders to take action and not just complain about the current state of the industry. One leader can make a difference and inspire others to follow.

Care and Empower: According to Craig, driving change in hospitality requires caring about the work and empowering those around you. "You have to do it because you want to do it and you have to care. It's a process. You have to work through it with people." Craig believes in empowering his team and providing them with the tools and support they need to succeed. Great moments in life come from trying to do something remarkable and bigger than yourself.

Lead a Movement: Craig believes that driving change in the hospitality industry requires leadership and vision. "It just takes a leader," he said, giving an example of how this might look in one city. "One leader goes to San Francisco. They take one hotel and all of a sudden, other hotels will follow." Craig believes that hotel leaders should not be afraid to take risks and try new things. He encourages us to help others in the industry and create a movement that is bigger than any one person or company.

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Alan Fuerstman had a different idea about luxury for Montage

by David Eisen for Hotels Magazine

It’s been 20 years since Montage Laguna Beach opened its doors. “My take on luxury was that it was too pretentious, too formal and that the next generation of luxury traveler was looking for something more humble in the form of style, service, and culture,” Alan Fuerstman, the founder, chairman, and CEO of Montage International, told HOTELS about his vision some two decades ago.


Designing the new Raffles London

by Elizabeth Choppin with Anne Becker Olins for The Design Dialogues

Anne Becker Olins is the global chief design and technical services officer for Ultra Luxury and Luxury at Accor and discusses the role of heritage and legacy in today’s hospitality design through the lens of the new Raffles London at The OWO — a feat of restoration and craft opening soon at one of London’s most iconic Whitehall addresses.


Stay curious and own the outcomes to stand out

by Susan Barry with Chris Green on the Top Floor Podcast

It took Chris Green four years from his first day working in a hotel to his first day as a hotel general manager, and he thinks you can do it faster. Now, as President of Remington Hotels, Chris is focused on generating top line and talent, but he's not afraid of talking about every dollar every day. Susan and Chris talk about firing salespeople, hiring robots, and dropping money in the St. Johns River.

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