- Can you tell us a little about your background and how you first got started in the hospitality industry?
I’ve been in the hospitality industry for 39 years, and it’s been such a rewarding journey. I really started from the ground up in front desk, housekeeping, food and beverage, operations, you name it. Those early experiences gave me a deep understanding of how all the pieces of this business fit together. Over time, I realized I had a real passion for sales and marketing, which led me to grow my career in that direction. Eventually, I became Regional Director of Sales and Marketing for Hilton brand hotels, where I had the privilege of leading teams, driving performance, and helping properties build their presence in competitive markets. That hands-on foundation across all departments has shaped my leadership style. I believe you can’t lead effectively if you don’t understand the day-to-day realities your teams face.
- When you think back to your early days in the business, what did the hospitality landscape look like compared to now?
It was a completely different world. Back then, service was truly seen as an art form. It came with pride, attention to detail, and a real passion for creating memorable guest experiences. There was a deep sense of purpose behind every interaction. For many of us, hospitality wasn’t just a job, it was a calling. Fast forward to today, and while there are still so many dedicated people in this industry, you can feel the shift. Hospitality has become more transactional in a lot of ways. It’s about hitting metrics, quick turnarounds, and automation. The personal touch that made this business so special can sometimes get lost in the shuffle. One of the biggest differences is the decline in training. When I started, new hires received extensive hands-on coaching, shadowing, and real-world guidance. The word "no" didn’t exist. If there was a way to delight a guest, we made it happen. Today, it’s more like completing an online course, shadowing for one shift, and you’re on your own. That erodes both confidence and pride in delivering great service. But I do believe we can change that. Mentorship and leadership from experienced professionals can help bring that passion back.
- Over the last 39 plus years, what would you say is the biggest change you’ve seen in hospitality?
Technology, without a doubt. It’s revolutionized everything from reservations to service delivery. It’s helped with efficiency, but it’s also created this constant push for speed over connection. Finding the balance between convenience and genuine guest care is still the challenge.
- How has technology changed the way guests experience travel from booking to check-in to overall service?
Guests now expect seamless, tech-driven experiences like mobile check-in, keyless entry, and real-time updates. I love that convenience for them. But what concerns me is when organizations lean so hard into automation that they lose sight of personalized service. Tech should enhance, not replace, human connection.
- Has the guest expectation shifted over time? Are travelers more demanding, or just different in what they want?
They’re more informed, for sure, and that can be a double-edged sword. Guests today do their research. They compare, read reviews, and know their options. It’s made them more particular, but not necessarily more difficult. It’s just a different type of expectation. Personalization, flexibility, and consistency matter most.
- The rise of online reviews and social media — friend or foe for hospitality teams?
A little of both. Reviews and social platforms hold us accountable, which is a good thing. But they can also amplify the negative more than the positive, even when it’s a one-off situation. That’s why proactive guest engagement and service recovery are so critical. You can’t rely on tech alone to build your reputation.
- What’s one change in the industry that you absolutely love?
The emphasis on personalization. Today’s tools give us incredible insights into guest preferences. When used well, they help us create tailored experiences that build real loyalty.
- On the flip side, what’s one change you’re not a fan of?
The decline in meaningful, hands-on training. It leaves employees feeling unprepared and disconnected from the pride that comes with delivering great service. We need to bring back that investment in our people. They’re the heart of hospitality.
- Where do you see the industry headed in the next five to ten years?
Integrated, personalized experiences will only grow. Guests will want everything from flights to hotel to dining connected in one seamless journey. Sustainability is also going to be front and center. Travelers are paying more attention to the impact their choices have. Those who adapt to both trends will lead.
- What advice would you give someone just starting their career in hospitality?
Learn every part of the operation. Don’t just specialize. Understand the big picture. And remember, success in this business is built on relationships. Be curious, stay adaptable, and never lose sight of why we’re here, to serve others with heart.
- If you could give your younger self one piece of advice, what would it be?
Take more risks earlier. Growth happens when you step outside your comfort zone. Whether that’s leading a new project, moving to a different department, or taking on bigger challenges.
