Lessons in Hospitality From My Family, For My Family – Reg Smith

In this episode, Reg Smith, part of a family that has defined the hospitality experience in northern Michigan through their hotels and restaurants, shares the story of his family’s legacy and the lessons they’ve learned in stewarding it while staying personally engaged in the work of hospitality.

• The origins of Stafford’s Bay View Inn and the early days of the family business (01:13)
• What a Chautauqua community is and its significance in northern Michigan (02:45)
• The story of how Reg’s parents met and started their journey in the hospitality industry (05:45)
• Reg’s earliest memories of growing up in the hospitality business and the family involvement (12:09)
• Lessons learned from his parents about service and running a dining room (15:52)
• The challenges and rewards of working in hospitality, especially during holidays (20:03)
• The importance of community involvement and the impact of their business on downtown Petoskey (44:05)
• The role of family in the business and how Reg’s children are involved (34:45)
• The cultural and operational lessons Reg learned from working outside northern Michigan (25:00)
• The significance of hiring and training staff with a natural inclination for service (28:51)
• The inclusive nature of northern Michigan hospitality and its impact on guests from all walks of life (48:43)

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands