Today's Hotelier - April 2018 - 80

LEADERSHIP

Take away: To develop compassion for your teams, and to help
you make smart decisions, "Walk
a mile in their shoes." Every leader
should implement some type of
work day program, especially leaders in the corporate office. Spend a
day in an area foreign to your training, education or comfort level.
Don't do it as a stunt. Do it to fully
appreciate what your employees do
for your guests. Frankly, it will also
show how sometimes decisions
may make your job more difficult.

THE END GAME
STATE ARCHIVES OF FLORIDA

These examples are lessons for
your own leadership journey.
These leaders had opportunities
to make a positive impact. But due
to their own misgivings, lack of
skill or will, they chose not to be
an exceptional leader.

After training leaders for many years,
I know exceptional leaders can be developed. But it takes organizational support and individual commitment to go
from average to the exception. Make the
right choice.
To learn more about Governor Bob
Graham's work days, visit https://www.
floridamemory.com/photographiccollection/
photo_exhibits/bobgraham/about.php. ■
Stacey Oliver-Knappe
began her 20-year career
in hospitality in Orlando,
Florida. Since then, she
built on that experience
to train thousands to
improve performance. As owner of
The Customer Service Gurus, she has
had the joy and success of developing
innovative programs for hospitality
leaders and employees. To learn more, visit
www.thecustomerservicegurus.com.

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1 HD ACCESS: To access DIRECTV HD programming, HD Access fee ($1/room/mo.) and HD equipment are required. Number of HD channels varies by package selection. Local channels eligibility based on service address. Not all networks available in all markets. 2 2018 NFL SUNDAY TICKET
OFFER: 2018 NFL SUNDAY TICKET will be delivered at no extra cost in all guest rooms for the 2018 season for all new DIRECTV Residential Experience (DRE) customers, COM2000 customers and DIRECTV Residential Experience Plus (DRE Plus); customers must subscribe to FAMILY Package
($2.49/room/mo.) or above, with a 3- or 5- year programming agreement. Other conditions apply. Subscription will automatically continue each season at a special renewal rate unless customer calls to cancel prior to start of season. Subscription cannot be canceled (in part or in
whole) after the start of the season and subscription fees cannot be refunded. Commercial locations require an appropriate licensee agreement. Offer excludes University accounts. 3 THREE-MONTH HBO OR HBO/CINEMAX OFFER: Offer extended to 12/31/18. Must be a new or existing
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either HBO or HBO/CINEMAX package in order to receive the three-month offer. Upon DIRECTV System activation, DIRECTV will credit the new customer's account for three consecutive months for the HBO or HBO/CINEMAX programming offer ($2.75/mo. per room). In the fourth month,
HBO or HBO/CINEMAX offer will automatically continue at the then-prevailing rate. 4 SHOWTIME PROGRAMMING OFFER: The SHOWTIME programming offer($0.99/ room/mo.) is available only as a 2nd Premium add-on. Offer available to qualifying new or existing Hospitality and Institutions
accounts with a 3- or 5-year programming agreement and must not have received SHOWTIME programming from DIRECTV or any other distributor during the 24 months prior to activation. Offer is available for accounts activated on or before 7/21/18. After the applicable promotional period
(3 or 5 years) ends, then-prevailing rate for SHOWTIME applies unless canceled or changed by customer prior to end of the promotional period. Offer may not be combined with any other SHOWTIME offer. FOR ALL HD OFFERS, IN THE EVENT YOU FAIL TO MAINTAIN YOUR PROGRAMMING
AGREEMENT, YOU AGREE TO PAY AN EARLY CANCELLATION FEE EQUAL TO THE FULL SUBSIDY AMOUNT PROVIDED TO YOU. Payment is due within thirty (30) days of receipt of a notice of failure to complete the commitment period. Hardware and programming available
separately. Receipt of DIRECTV programming subject to the DIRECTV Terms of Service for Hospitality Establishments and the DIRECTV Terms of Service for Institutions; copy provided with new customer information packet. Taxes not included. DIRECTV programming, hardware, pricing,
terms and conditions subject to change at any time. AC360°: ® & ©2018 Cable News Network. A Time Warner Company. All Rights Reserved. NFL, the NFL Shield design and the NFL SUNDAY TICKET name and logo are registered trademarks of the NFL and its affiliates ©2018 AT&T Intellectual
Property. All rights reserved. AT&T, Globe logo, DIRECTV and all other DIRECTV marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other trademarks and service marks are the property of their respective owners.

8 0905768_MTV.indd
 | APRIL 20181 | TODAYSHOTELIER.COM

15/02/18 3:54 am


http://www.floridamemory.com/photographiccollection/photo_exhibits/bobgraham/about.php http://www.floridamemory.com/photographiccollection/photo_exhibits/bobgraham/about.php http://www.floridamemory.com/photographiccollection/photo_exhibits/bobgraham/about.php http://www.thecustomerservicegurus.com http://www.mtvinc.net/ http://www.TODAYSHOTELIER.COM

Table of Contents for the Digital Edition of Today's Hotelier - April 2018

Letter From the Chairman
Letter From the President & CEO
Government Affairs & Advocacy
The C-Suite
Common Ground
Summer Season Offers Opportunities to Drive Business
Maximizing Your Experiential Travel Potential
What Can Hoteliers Learn From Other Industries?
Trends to Watch
Finance
Operations
Marketing
Small Business
Spotlight
Q&A
Perspectives
Travel
Leadership
Strategy
Design
Guest Experience
Food & Beverage
Technology
Operations
HR & Employee Relations
AAHOA Club Blue, Platinum, Gold & Silver Members
AAHOA @ Industry Events
Classifieds
Advertiser Index
Back of the House
Today's Hotelier - April 2018 - Intro
Today's Hotelier - April 2018 - cover1
Today's Hotelier - April 2018 - cover2
Today's Hotelier - April 2018 - insert1
Today's Hotelier - April 2018 - insert2
Today's Hotelier - April 2018 - 3
Today's Hotelier - April 2018 - 4
Today's Hotelier - April 2018 - 5
Today's Hotelier - April 2018 - 6
Today's Hotelier - April 2018 - 7
Today's Hotelier - April 2018 - 8
Today's Hotelier - April 2018 - 9
Today's Hotelier - April 2018 - 10
Today's Hotelier - April 2018 - 11
Today's Hotelier - April 2018 - Letter From the Chairman
Today's Hotelier - April 2018 - 13
Today's Hotelier - April 2018 - Letter From the President & CEO
Today's Hotelier - April 2018 - 15
Today's Hotelier - April 2018 - Government Affairs & Advocacy
Today's Hotelier - April 2018 - 17
Today's Hotelier - April 2018 - 18
Today's Hotelier - April 2018 - 19
Today's Hotelier - April 2018 - The C-Suite
Today's Hotelier - April 2018 - 21
Today's Hotelier - April 2018 - Common Ground
Today's Hotelier - April 2018 - 23
Today's Hotelier - April 2018 - Summer Season Offers Opportunities to Drive Business
Today's Hotelier - April 2018 - 25
Today's Hotelier - April 2018 - 26
Today's Hotelier - April 2018 - 27
Today's Hotelier - April 2018 - 28
Today's Hotelier - April 2018 - 29
Today's Hotelier - April 2018 - Maximizing Your Experiential Travel Potential
Today's Hotelier - April 2018 - 31
Today's Hotelier - April 2018 - 32
Today's Hotelier - April 2018 - 33
Today's Hotelier - April 2018 - 34
Today's Hotelier - April 2018 - 35
Today's Hotelier - April 2018 - What Can Hoteliers Learn From Other Industries?
Today's Hotelier - April 2018 - 37
Today's Hotelier - April 2018 - 38
Today's Hotelier - April 2018 - 39
Today's Hotelier - April 2018 - 40
Today's Hotelier - April 2018 - 41
Today's Hotelier - April 2018 - Trends to Watch
Today's Hotelier - April 2018 - 43
Today's Hotelier - April 2018 - 44
Today's Hotelier - April 2018 - 45
Today's Hotelier - April 2018 - Finance
Today's Hotelier - April 2018 - 47
Today's Hotelier - April 2018 - 48
Today's Hotelier - April 2018 - 49
Today's Hotelier - April 2018 - Operations
Today's Hotelier - April 2018 - 51
Today's Hotelier - April 2018 - 52
Today's Hotelier - April 2018 - 53
Today's Hotelier - April 2018 - Marketing
Today's Hotelier - April 2018 - 55
Today's Hotelier - April 2018 - 56
Today's Hotelier - April 2018 - 57
Today's Hotelier - April 2018 - Small Business
Today's Hotelier - April 2018 - 59
Today's Hotelier - April 2018 - Spotlight
Today's Hotelier - April 2018 - 61
Today's Hotelier - April 2018 - Q&A
Today's Hotelier - April 2018 - 63
Today's Hotelier - April 2018 - 64
Today's Hotelier - April 2018 - 65
Today's Hotelier - April 2018 - Perspectives
Today's Hotelier - April 2018 - 67
Today's Hotelier - April 2018 - 68
Today's Hotelier - April 2018 - 69
Today's Hotelier - April 2018 - Travel
Today's Hotelier - April 2018 - 71
Today's Hotelier - April 2018 - 72
Today's Hotelier - April 2018 - 73
Today's Hotelier - April 2018 - 74
Today's Hotelier - April 2018 - 75
Today's Hotelier - April 2018 - Leadership
Today's Hotelier - April 2018 - 77
Today's Hotelier - April 2018 - 78
Today's Hotelier - April 2018 - 79
Today's Hotelier - April 2018 - 80
Today's Hotelier - April 2018 - 81
Today's Hotelier - April 2018 - Strategy
Today's Hotelier - April 2018 - 83
Today's Hotelier - April 2018 - 84
Today's Hotelier - April 2018 - 85
Today's Hotelier - April 2018 - Design
Today's Hotelier - April 2018 - 87
Today's Hotelier - April 2018 - 88
Today's Hotelier - April 2018 - 89
Today's Hotelier - April 2018 - Guest Experience
Today's Hotelier - April 2018 - 91
Today's Hotelier - April 2018 - 92
Today's Hotelier - April 2018 - 93
Today's Hotelier - April 2018 - 94
Today's Hotelier - April 2018 - 95
Today's Hotelier - April 2018 - Food & Beverage
Today's Hotelier - April 2018 - 97
Today's Hotelier - April 2018 - 98
Today's Hotelier - April 2018 - 99
Today's Hotelier - April 2018 - 100
Today's Hotelier - April 2018 - 101
Today's Hotelier - April 2018 - Technology
Today's Hotelier - April 2018 - 103
Today's Hotelier - April 2018 - 104
Today's Hotelier - April 2018 - 105
Today's Hotelier - April 2018 - Operations
Today's Hotelier - April 2018 - 107
Today's Hotelier - April 2018 - 108
Today's Hotelier - April 2018 - 109
Today's Hotelier - April 2018 - 110
Today's Hotelier - April 2018 - 111
Today's Hotelier - April 2018 - HR & Employee Relations
Today's Hotelier - April 2018 - 113
Today's Hotelier - April 2018 - 114
Today's Hotelier - April 2018 - 115
Today's Hotelier - April 2018 - 116
Today's Hotelier - April 2018 - 117
Today's Hotelier - April 2018 - AAHOA Club Blue, Platinum, Gold & Silver Members
Today's Hotelier - April 2018 - 119
Today's Hotelier - April 2018 - AAHOA @ Industry Events
Today's Hotelier - April 2018 - 121
Today's Hotelier - April 2018 - 122
Today's Hotelier - April 2018 - Classifieds
Today's Hotelier - April 2018 - 124
Today's Hotelier - April 2018 - 125
Today's Hotelier - April 2018 - 126
Today's Hotelier - April 2018 - 127
Today's Hotelier - April 2018 - 128
Today's Hotelier - April 2018 - 129
Today's Hotelier - April 2018 - 130
Today's Hotelier - April 2018 - 131
Today's Hotelier - April 2018 - 132
Today's Hotelier - April 2018 - Advertiser Index
Today's Hotelier - April 2018 - 134
Today's Hotelier - April 2018 - 135
Today's Hotelier - April 2018 - Back of the House
Today's Hotelier - April 2018 - 137
Today's Hotelier - April 2018 - 138
Today's Hotelier - April 2018 - cover3
Today's Hotelier - April 2018 - cover4
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