1. Why was personality the theme that you chose to build your hotel brand around?

Because hospitality is mainly about one very important ingredient…Personality! When we originally started this hotel company, it was called Hotel Group of America. As the company grew and we continued to open more hotels, so many of our guests would comment on how much personality each property had. So, we took this feedback from our guests, and renamed the company Personality Hotels. And that’s very true - each of the properties definitely has its own unique style and personality so there’s always a perfect fit for each of our guests’ individual needs. I can’t meet all of my guests, but I do feel that I get to know a little bit about them just by the hotel where they choose to stay.

2. How did the idea to use the Personality Profile comment cards come around?

Six years ago I was brainstorming what kind of comment card would inspire my guests to fill out and give me their honest feedback. My older daughter, who was 10 years old at the time said “Make it like a paper doll that guests can fill in and make sure to give it a heart & mouth so it comes alive!” Don’t you just love kids and their honesty? and has it increased the number of comments you get overall? I can barely keep up with the number of cards that we receive from our guests! I especially love they ones that are decorated and become original pieces of Personality art. The cards really allow people to express their artistic side and have fun. Do people take theirs with them? No, they love turning them over to us. I post the most original ones in the corporate office to remind my staff why we’re in this profession. I also post them on PersonalityHotels.com for all the world to enjoy.

3. One could argue that every hotel brand, to a degree is trying to demonstrate a certain personality. What sets your brand apart?

Being a hands-on owner. Keeping up with the day to day pulse of EVERYTHING! Listening to my guests, making changes that they request or comment on. Having the ability as a privately-owned company to make any new change I want without having to get a final approval from a huge home base office somewhere else. Feeding our hotels with creative energy all the time i.e. hotel packages, in-house promos for the day, reading a comment card and acting on the great advice, talking to the front line team and hearing what the guests are telling them. The list could go on and on.

4. How important is design to your personality, versus the actual people who work at your hotels?

The people/ team make the design. If my front line staff and housekeepers do not create a fabulous stay for a guest and/or show no PERSONALITY while meeting and greeting the guest, then even the most dynamic hotel design in the world has no real purpose. It is the staff that creates the personal design…the design of hospitality.

5. What advice would you give to brands who have not built their companies around personality as you have?

Always take the time to listen and consider the advice and feedback given to you from your guests and staff – they’re what makes the true personality of a hotel.