Hotel Management’s most recent class of Thirty Under 30 award winners leaders share the most pressing challenge they faced on the job over the past year—and the strategies they used to navigate obstacles, adapt quickly and drive meaningful results, sponsored by DIRECTV HOSPITALITY.
Chris Campbell, sales executive administrator at Hotel Drover
I have had to manage the surge in group and event inquiries during peak season while maintaining our standard of personalized, high-touch service. With the destination’s popularity at an all-time high, we saw a significant increase in last-minute bookings, complex requests and high expectations from clients all while supporting a full office of 12 and maintaining our community involvement. I tackled it by tightening internal processes and improving communication between departments. I introduced a more streamlined lead intake system for our sales team, which helped prioritize high-value opportunities without losing responsiveness. I also worked closely with our events and operations teams to ensure seamless handoffs and clear timelines, which ultimately improved client satisfaction and reduced last-minute issues.
Josh Delvalle, sales support manager, McKibbon Hospitality
The most pressing challenge I faced in the past year while working in my on-property sales leadership role was the significant drop in occupancy rates due to the market being soft. Interestingly enough we were able to keep our occupancy rankings opposed to the local hotels we compete with. Consequently, with occupancy dropping hotels in our area had to lower their rates to become more attractive. To address this, I implemented a strategy to target smaller business that were be overlooked. We were able to connect with our local CVB and Chamber of Commerce to establish ourselves within the community. We were able to maintain integrity with our rates while also staying ahead in occupancy.
Melissa Hand, senior convention services manager - The Jacquard, Autograph Collection, Stonebridge
One of the most pressing challenges I have had to face on the job is navigating the continuous construction happening around the property in Cherry Creek. With groups booking months in advance, making sure that they are aware of what is going on with the property, so as to not feel blindsided, is a priority for me. Effective communication sets their minds at ease as well as offering unique and different ways to manage the construction, such as reducing room rental, offering "surprise & delights" such as food or drinks, and even in room amenities or discounted AV/parking. Ensuring that the client feels heard and their concerns valid is a big priority for me and helps resolve any challenges that may be faced during this construction period.
Parish Patel, area hotel manager at Schulte Hospitality
I led the Angad Arts Hotel through our transition from an independent property into the Hilton Tapestry Collection. This was a huge shift, new systems, higher service expectations, and a complete mindset change, all while keeping daily operations running smoothly. Adding to that, my GM at the time was promoted to an above-property role where he helped support and transition new hotels into the company’s portfolio. That meant I had to step up and take full charge of the property during one of the busiest and most critical periods. To make it even more challenging, we were in peak season and actually 100 percent sold out on our go-live date. In the end, we not only met all brand standards but strengthened our culture and maintained high guest satisfaction. The team came out stronger, more united, and ready for the future."
Jordan Stephenson, human resources manager at Raines Company
Changing payroll systems. It was a major undertaking to ensure we had all data from the previous provider and that each location—more than 50 hotels—transitioned smoothly. Then I had to provide training and support for the new platform to general managers in order to ensure we did not miss anyone's pay. And we accomplished that successfully.
This article was originally published in the June/July edition of Hotel Management magazine. Subscribe here.