The Most Useful Hospitality Lessons Usually Happen on Busy Days

Some of the clearest lessons I have learned in hospitality came on days I would not want to repeat. They were the days when the hotel was full, several employees called out, guests arrived earlier than expected, and a maintenance problem appeared at exactly the wrong time. They were the shifts when I looked at […]

What Living Near the Ocean Has Taught Me About Perspective

Living near the ocean changes your sense of scale. I did not move to Puerto Rico expecting that to happen. I came because of an opportunity in hospitality and because I had grown genuinely interested in the island after visiting several times. The coastline was certainly part of what attracted me, but I thought of […]

The Best Hospitality Leaders Spend More Time Listening Than Talking

When I accepted my first management position, I thought leadership was about having the answers. I believed my responsibility was to solve problems quickly, make confident decisions, and show my team that I was in control. If someone came to me with a question, I felt like I needed to respond immediately. If a guest […]

What Watching Tourists Has Taught Me About Human Nature

When people ask me what I do for a living, I usually tell them I work in hospitality and tourism. That answer is accurate, but it does not tell the whole story. Over the past two decades, I have certainly learned a great deal about hotels, operations, and guest service. I have learned how to […]

The Hidden Economic Impact of Great Hospitality

How Hotels, Restaurants, Tour Operators, and Local Businesses Create Ripple Effects Throughout Communities When most people think about the hospitality industry, they picture hotel stays, restaurant meals, guided tours, and vacation experiences. They think about the direct interactions that take place between businesses and visitors. While those experiences are certainly important, they only tell part […]

The Forgotten Skill That Every Hospitality Professional Needs

The Ability to Make People Feel They Belong When people think about hospitality, they often think about beautiful hotels, great food, luxurious amenities, or stunning destinations. Those things certainly matter. They help create memorable experiences and contribute to a visitor’s overall impression of a place. However, after more than two decades in the hospitality industry, […]