About this episode
Michelle Davis and Jason Kern share insights on leadership and guest experiences in the hospitality industry.
Guest Bio Michelle Davis is the General Manager of the SpringHill Suites Orange Beach at The Wharf and a recognized leader known for building high-performing teams and delivering standout guest experiences. Jason Kern is the General Manager of Embassy Suites St. Augustine Beach Oceanfront Resort, where he combines servant leadership with a deep passion for hospitality and team development. Together, these award-winning leaders share lessons on culture, coaching, and customer care. *** What You'll Learn: *** • Why great GMs are leaders first and operators second • How delegation creates stronger managers and better hotels • How to stop taking guest complaints personally • The power of "unreasonable hospitality" • How empathy can defuse even the toughest guest situations • Small leadership habits that create big guest impressions • Why communication norms matter more than communication tools • The surprising value of daily team huddles • Why recognition from guests means more than you think • Why successful leaders love seeing others surpass them • Practical ways to spend less time behind a desk • Why the best GMs constantly change their routines • How building the right management…
People in this episode
Host: Susan Barry
Guests: Michelle Davis, Jason Kern
Topics covered
- leadership
- hospitality
- team development
- guest experience
- management
- customer care
Keywords
- GMs of the Year
- hospitality leadership
- guest complaints
- team huddles
- unreasonable hospitality
- communication norms
- management teams
Mentioned in this episode
Organizations: SpringHill Suites Orange Beach, Embassy Suites St. Augustine Beach Oceanfront Resort
Places: Orange Beach, St. Augustine Beach
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