LAGNIAPPE
AMY SUPPLE :
Human touch an inevitable part of hospitality
By KATHAKALI NANDI
Ever since it opened in 1948 , The Edgewater , located on the shore of Lake Mendota in Madison , Wisc ., has become a prominent and iconic part of the city . Owned by local Robert Dunn , the hotel underwent an extensive , US $ 110 million renovation and added public spaces as late as September 2014 .
In its more than seven decades of existence , the hotel is now being led by its first and only female general manager — Amy Supple . Supple joined The Edgewater in 2007 and , for the past eight years , has served as senior vice president and COO . Supple , who entered this role from another industry , believes in personally engaging with staff and clients to learn more about them . She counts it as one of the most valuable lessons ever learned in her role .
“ We are spending a lot of time figuring out what our customers truly value and how we can best deliver it ,” Supple said . “ With inflationary pricing driving nearly every decision , we can ’ t lose sight of delivering on what people value . And I believe , more and more , value will be derived from personalized service and interactions above physical items .”
As hotels continue to grapple with staffing challenges and the world inches closer to an automated society , Supple raises a cautionary flag . She said that in the
“ business of delivering genuine hospitality and proving those surprise and delightful moments , the human touch is inevitable .”
Supple recently spoke to HOTELS about the power of human touch , the challenges she faced as a woman leader , repositioning The Edgewater as an urban resort and plans for the hotel as it turns 75 in 2023 .
HOTELS : You are the first and only female managing director of The Edgewater . What valuable lessons have you learned in your role that you would pass on to other women in your role or aspiring to become MDs ? AMY SUPPLE : Make the time to engage with clients and staff directly , to learn more about their experiences and what is or is not working in your processes . I try to find time every day to walk around for 30 minutes or so and talk with people . I find out a ton of good information and have the added benefit of getting to know people better . When I hear good advice or I hear about a consistent issue , I take action . People appreciate the fact that they know they are being heard and have made a difference .
H : What challenges have you faced as a woman leader ? AS : In my career , I ’ ve mainly worked in commercial real estate development and now in hospitality management . And I ’ ve experienced bias toward my leadership in
94 hotelsmag . com Jan / Feb 2023