“Train people well enough so they can leave, treat them well enough so they don’t want to.”
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“Hospitality is almost impossible to teach. It’s all about hiring the right people.
”A hotel should relieve travelers of their insecurity and loneliness. It should make them feel warm and cozy.”
“It has been, and continues to be, our responsibility to fill the earth with the light and warmth of hospitality.”
“The four most important words in the English language are, ‘What do you think?’ Listen to your people and learn.”
“Don’t hire people to fill a position, select people to fulfill a dream and to serve a purpose.”
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“You can learn everything that there is to know about the industry or the player from the company that is performing better or worse.”