247: GMs of the Year
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 team changes everything
• The balance between profitability and genuine hospitality
• Hilarious "only in hotels" stories you'll never forget
The Takeaway:
The best GMs don't create great hotels. They create great teams that create great guest experiences.