Andrew Scarlett

🏨 Recently, upon entering a hotel lobby, I observed a front desk agent engaged in phone scrolling, with little customer interaction. This highlights leadership issues: absence of service standards, lack of training, and no engagement culture. Effective leadership is key to correcting this. Leaders must set expectations, train staff, and recognize successes. Great hospitality is cultivated, not accidental. Leaders must ask themselves: in 30 seconds, what message does their front desk convey? #Leadership #Hospitality