As the GM of the Hotel Indigo in Sarasota, Fla. As the general manager, Melody sets the tone for “quality and service expectation,” and is responsible for developing and maintaining the culture of the hotel.
What is the most pressing challenge you’ve faced on the job in the last year? How did you resolve it?
In August of 2016, the Hotel Indigo changed ownership. During the first three months of this transition, the hotel lost its GM, assistant GM, executive housekeeper, food-and-beverage director, chef and director of sales, as well as several key line-level employees. Odell was quickly promoted to general manager, and all of a sudden was in control of the sales, service, training and culture of an award-winning hotel. She pulled together with the core staff that stayed with the hotel and made sure the Hotel Indigo guest experience was not negatively affected by this. She also was patient enough to ensure that each individual that was brought on board to replace lost team members was a good fit. The hotel closed out 2016 as a Torch Bearer, which is IHG’s highest honor and only given to hotels that have achieved the highest level of excellence. Today, the hotel is still within the top five hotels in the Hotel Indigo brand with Odell at the helm.