A busy airport hotel never really slows down. Guests come and go at all hours, plans change quickly and the team needs to stay ready for whatever walks through the door next.

Alicia Augustine, GM of the Hyatt Place Pensacola Airport, joins me on No Vacancy and explains how she keeps her team prepared. Every morning at 9:00, they meet to cover priorities, talk through what needs to happen and spend a few minutes laughing together before getting to work.

That #HotelLeadership approach carries straight into the guest experience. Alicia treats her team with dignity and kindness because she expects them to give guests that same care. Her best advice for GMs might be even simpler: listen. Really listen.

Hear how Alicia mixes preparation, personality and a little silliness to create a #Hotel culture that guests actually feel.

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