PERSONALITIES
Throughout the recent winter months , like everybody else , Ace Hotel Group President Brad Wilson was constantly reforecasting cash flow to understand where the next dollars would come from and how to keep the business in reasonable financial health . But , in the next breath and throughout the thought process , he knew there had to be a balance to make sure he reminded himself he was still in the hotel business that is not purely about cash .
“ You have to make good decisions for the long-term side of the business ,” he told HOTELS during a late winter interview from his cabin in Joshua Tree , California . “ You just have to understand emotionally where people are at – both your customers and your team – and really think about how the communication has to really balance that deep , deep insecurity and angst .”
ACE PRESIDENT ’ S MANTRA :
FOCUS ON THE CUSTOMER
By JEFF WEINSTEIN , EDITOR IN CHIEF