In this episode, Josiah Mackenzie speaks with Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, about hospitality’s unique ability to heal broken places. Craig shares how he approaches struggling hotels and communities by changing perception first—restoring dignity, self-esteem, and hope long before financial results follow. Drawing on real-world turnarounds, he explains why investing in people and engaging the surrounding community can transform not just a business, but an entire environment.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

When Places Are Broken, Hospitality Can Lead With Hope - Craig Poole