About This Show
Sharing hospitality industry tips and advice for hoteliers on the topics of Quality and Service. Listen in for regular interviews from the hospitality industry professionals with a proven reputation for success.
Most Recent Episode
EP #36 – AHLA’s Hotel GM of the Year, Craig Poole - Hospitality Academy
4 days ago
AHLA’s GM of the Year, Craig Poole discusses his unique approach to maximizing hotel performance through community outreach and being a second chance employer where every employee is focused on creating an exceptional customer experience.
“Whatever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again and they will want to bring others to show them how well you do what you do.” Wise words once said by Walt Disney, the man who created a company known for its customer service and magical spirit. Couple that spirit with a second-chance mentality and community-minded approach and you’ll strike gold like Craig Poole, General Manager of the DoubleTree by Hilton in Reading, Pennsylvania, whose equation looks a little bit like this:
Hire the right people and empower them to be great and they will. So great, in fact, that their faces and their genuine connection to others will be remembered as service excellence.
Craig spent the better part of the last 50 years in the hospitality world working his way up from the frontline and on to various management and senior leadership roles. Craig’s hospitality leadership knows no bounds and his hotel awards number many. He is currently the General Manager at the DoubleTree by Hilton in Reading, PA. His accolades include the Hilton CEO Light and Warmth Award and most recently the 2017 Hotel GM of the Year Award for Small Scale Properties from the American Hotel and Lodging Association (AHLA.)
But for Craig, it’s not about the awards. It’s all about how you treat people and the difference you can make in their lives and in the community. In his most current role as President of Reading Hospitality Management and General Manager of the DoubleTree by Hilton in Reading, Pennsylvania, he has also taken on the role of community rehabber.
You’ve heard “If you build it they will come.” Or perhaps, “Be the change you want to see in the world.” And maybe even, “Raise the bar.” And while those are all great cliches, Craig’s approach is anything but. Come along as we discover his plan that led to getting his hotel noticed far beyond the borders of Reading, PA.
Topics discussed in this episode include:
Achieving hotel success through community partnerships
Hiring the kind of staff your guests will love and remember
How to tr