Over the past months I have talked about customer service, training, blue collar versus white collar issues, as well as a host of other issues that beset the hospitality/hotel industry, and it got me to thinking about leaders and managers.

Leaders and managers! Are they not one and the same? Are not managers’ leaders and leader’s managers? My answer is absolutely, unequivocally, and emphatically, NO! However, my no comes with reservations. To be a leader does not necessarily...

SHIP/SHORE HOSPITALITY

Over the Christmas holidays I had the pleasure of cruising on the Carnival Spirit cruise ship. It sailed from San Diego to three cities in Mexico, La Paz, Mazatlan and Cabo San Lucas. 

Ron Ness is the Director of Hotel Operations for the Carnival Spirit. Ron is the passionate and high-spirited leader who guides his hotel staff to provide some of the best customer service I have ever seen. ...