The Hotel Guy – ONLY IF

Right to be wrong

The hospitality business does not leave much room to be wrong, we tend to pretend that we don’t do wrong. How we look at what we do as hotel operators, do we look at the customer? Do we look at the profit margin? What exactly do we look for? I have been asked: What do you look for as a consultant? Depending on the property that one is looking, It would be the overall picture of the health of said property. Will the property sustain the image that will drive customers to stay in the property. There are so many variables that one has to consider when trying to right a failing property. Where does one start? How will the new ideas be implemented if any at all? Will the owner approve of them? Who will do them? How will it be done? Do we as GMconsultants have the right to be wrong?

Only if it were that way, owners think that consultants have a magic wand that will reverse all wrongs and make them right again. You can present any plan that you want, and even though it may be the cure, the problem comes at you like a freight train rolling down the track. The proverbial bill for services rendered, the owners can’t believe it. Sounds familiar, right? Now if things don’t go according to the plan, is the monies refundable? Only if it was that easy.

Of course all of this is made up, and probably would never happen. Not all properties use consultants service, not all owners like them. That is part of the business that we are in. One of the questions that always creeps up in talking to individual owners is “What are the consultant going to do that we haven’t done” You already feel that you are in for a long discussion, or some sort of dialog on defending the contract position.

For those younger consultants staring out, you may feel obligated to take on a job because you want to prove yourself. I will tell you right now don’t fall in to that trap, it is better to pass on a job than to take it on and fail at it. As you get more proficient in your trade you will know which one to accept, and those that don’t meet your criteria leave alone. Remember you do have the right to be wrong.

Not all consultant companies operate the same, some specialize in a certain area only, others deal with overall numbers and analytical issues. You can’t be all things to all people, you do that and it is a road to failure. Find a area that there is a demand for and improve on it, make your company known for that area of expertise. Only if all of this was possible, yet maybe,  just maybe it is.

The right to be wrong, do we have it?



Alan Campbell
Alan Campbell
ALAN is a highly accomplished, results oriented Hotelier with many years of experience in developing and delivering strategies and implementing solid organizational cultures that addresses the needs of the customer, colleagues, owners, community and industry. He has been in Las Vegas for over 30 years and has worked for the major strip hotels. Alan has spent some time in California, Los Angeles where he worked for the Radisson and Sheraton hotels. He considers the hospitality industry the best job in the world – it is the only place that both king’s and Paupers will visit you. Alan is also a featured contributor for, the “Global Hotelier’s Community.”

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