Summary: Kelly Harvel, CHA is a life long hospitality professional with experience in all levels of the lodging industry, from local operation to national branding. He currently serves as President/COO of V&S Hospitality Management – a Full Service Hotel Management Company with a focus on operational customer excellence based in Palm Harbor, Florida.<br> <br> In This Episode, Kelly Reveals:<br> <br> * His 98/2 philosophy for guest service – that 98% of your guests are honest, forthright people who just want us to get it right; it’s the 2% that want to get something for nothing. The key is to focus on the 98% and ignore the 2%.<br> * His view on why the hospitality industry seems slow to adapt to changes in technology, and where tech is headed for hotels in the future.<br> * The importance of staff training and on-boarding, and generally speaking, whether hotels are doing enough to set their teams up for success.]<br> * Some of the common pitfalls that hoteliers face today, and as you heard in the opening soundbite, taking responsibility for your business … it is NOT the brand’s responsibility to be successful for you; you have to do your part.<br> <br> Resources & Links<br> Kelly Harvel<br> <br> * harvelk@gmail.com<br> * <a href="https://www.linkedin.com/in/kharvel/" target="_blank" rel="noopener noreferrer">LinkedIn</a><br> * <a href="https://twitter.com/KellyHarvel" target="_blank" rel="noopener noreferrer">Twitter</a><br> * <a href="http://laketarponhotel.com" target="_blank" rel="noopener noreferrer">Lake Tarpon Hotel website</a><br> * <a href="http://vistarez.com">Vista Hospitality Solutions website</a><br> <br>
