I felt compelled to see what value I could bring to our family business , and how we could leverage the great material cultivated by the two previous generations and create something new . The essentials I learned in fashion seemed to translate well … design a thoughtful product , price it fairly , provide a great environment for your guest to experience it , tell a consistent story , and smile at people when they come in . It ’ s the same thing .
H : How does working in a family business make your role different than what you had to manage in corporate retail ?
SE : In the beginning , it was tricky to find the rhythm in leading the family business , especially with such a dynamic and successful family and a lot of expectations from community , staff , guests and other stakeholders . It took time to find my approach , to leverage the leadership experience I had gained in more corporate environments , and understand that an entrepreneurial process requires different things . It is more like three jobs than one ( family steward , community leader and business builder ). There is no question that being responsible for our 300 staff members , our bottom-line financial performance , and our reputation as a company is humbling and contributes to many sleepless nights — I wouldn ’ t trade it for the world .
H : What ’ s next for you and Main Street Hospitality ?
SE : We are growing thoughtfully and excited to be finding our niche in the independent hospitality world . New projects on Long Island , Western Massachusetts and Rhode
Island are all in the works , and we have a strategic five-year plan . We have been through so much change this last year , but are solidly into our next chapter and ready to accelerate .
H : What broader consumer trends are you paying attention to and applying to Main Street ?
SE : We are decidedly un-trendy as a group , and are always looking to do things that are genuine and lasting . That said , we want to be sure we are staying ahead of guest expectations and making the whole operation smoother where we can . We are moving to unified PMS systems across our properties , remote check-in , text messaging , more intelligent digital marketing and AI-driven revenue management systems , among others . Technology in hospitality is certainly on trend right now , but we always believe it should be the enabler , not the driver . Nothing beats good oldfashioned human connection . The consumer trend we see right now is a desire for genuine interactions and experiences in easy driveto markets . We feel we are well positioned .
H : How are you responding to the growing interest in experiential hotel stays ?
SE : Before COVID , we had a broader staff of guest experience coordinators who could curate personalized stays for our guests . We are now deploying social media and creating partnerships with our community providers in cultural , wellness , outdoor and intellectual experiences . We are getting back to programming on property , but really
The Red Lion Inn at Stockbridge , Massachusetts
like to send our guests out into our communities as much as possible .
H : Main Street doesn ’ t appear to be hi-tech . How do you manage in such a tech-focused world ?
SE : Our aim is to provide an authentic experience supported by tech that enables that experience and makes life easier for our staff . We want them connecting with guests more than ever , and the right tech platform can help that to happen . We are re-investing in systems that can help support realtime decisions and communicate more effectively with our partners .
H : What ’ s your hotel pet peeve ?
SE : Non-functional details that are designed to look clever ( bows around toilet paper ) and lack of hooks in the bathroom .
H : If you were standing in front of your hotelier contemporaries , what would your message be today ?
SE : Only work with people with whom you have LTR – it stands for “ Like , Trust , Respect .” When you really think about whether you check all those boxes with someone , it can make a huge difference . Deals and relationships where it is absent usually don ’ t work in the end . When it is present , the work is higher quality , the profits flow , and it is just more fun .
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