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  • Writer's pictureAdele Gutman Milne, CHBA, CHDM

Craig Poole, GM of the Year, shares a case study of Hospitality Leadership, Culture, and Profit.

Updated: Jul 2, 2021

I have a great story for you today! If you want a fantastic example of how leadership and the highest standards for guest experience excellence can produce more revenue, more return visits, and more five-star reviews, you won’t find a better example than in the story of Craig Poole, AHLA General Manager of the year and President of Reading Hospitality Management - Doubletree by Hilton.

Hear how Craig took a distressed hotel in one of the poorest, most crime-filled cities in Pennsylvania, hired nearly 200 people, many with no experience and no exposure to what service and hospitality looks like. He looked for people who felt hope for the city and the joy of hospitality in their hearts and gave them a chance to build something amazing together that would change people’s lives in the city of Reading. Even ex-felons were given a second chance to turn their lives around for themselves, their families, and their community.

Now The Doubletree by Hilton in Reading, Pennsylvania is not only the top-rated Doubletree in the world with a perfect 5-Bubble review score on Tripadvisor, but it also is one of the highest-rated hotels on Tripadvisor in the entire state and often comfortably selling at rates that are $50.00 a night above its competition.

Mr. Poole says that he and his team accomplished this extraordinary level of guest satisfaction, completely aligned with the culture and values of Hilton and Doubletree. Indeed, if everyone at the brand actually embraced the well-documented values of Hilton, the entire company would see its guest satisfaction scores rise significantly along with revenues and shareholder returns.

If you want to hear what might be stopping other GMs from embracing this more joyful and effective leadership style, you’ll just have to listen.

Here are some other great podcasts made by my friends which I am sure you will enjoy:

And you can see many of us together on Fridays at 11:30 AM Eastern on

Or find us on the Hospitality Marketing Club on Clubhouse!

Do you have any questions about how to rank #1 in your market on Tripadvisor, Google my Business, and other Review Sites?

Please be sure to send me a comment or message via and we will be happy to help!

Thank you so much for visiting!

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