In this episode, Craig Poole, a three-time Hilton Connie Award winner and AHLA’s General Manager of the Year, shares why returning to the basics of hospitality starts with leadership presence on the floor. He shares how being visible to guests, employees, and the surrounding community directly impacts revenue, demand, and long-term growth. Craig explains the concept of the “point of impact,” why managing from reports creates blind spots, and how walking lobbies and working banquets unlocked new business opportunities in his hotels.

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

Why Managing From Your Office is Costing You Money - Craig Poole