It’s Time For Transformational Hospitality Leadership – Craig Poole [Election Day Replay]

Today, we’re revisiting a conversation with a guest who has profoundly impacted me and, I believe, represents the true potential of hospitality. Craig Poole, a three-time Hilton Connie Award winner and the American Hotel and Lodging Association’s General Manager of the Year, has set an incredible example at the DoubleTree in Reading, Pennsylvania. His hotel excels financially and has redefined what it means to be a community cornerstone.

Craig’s story offers a powerful reminder of how hospitality can drive transformation—not only for guests but for employees and entire neighborhoods and cities. His work shows us that when we genuinely care for people, we inspire loyalty, change lives, and create long-lasting impacts on communities. Craig hires locally, often bringing in people who others might overlook, including those with past challenges. His approach to “second chance hiring” and deep community engagement has turned his hotel into a place of opportunity and pride for the city.

Listen in to hear how Craig has created a culture of selflessness, where “loving people where they’re at” goes hand-in-hand with business success. His vision is about more than just a hotel; it’s about creating a place where people feel a part of, valued and supported. His words remind us that hospitality is about more than beds and meals—it’s about hearts and lives. Craig’s journey shows us that when we lead with purpose and stand behind our people, we create waves of positive change that ripple far beyond the walls of our businesses.

Also see: Follow Me and I Will Be Behind You (Craig’s documentary)

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