Michael is a respected authority on hospitality marketing, service and brand design. He coaches existing and prospective hoteliers on how to develop memorable experiences by creating and delivering authentic stories to their guests. He founded Memorable Solutions in 2004 to provide guidance and resources for independent hoteliers with emphasis on project development, owner representation, marketing and opening.
Michael's work is published at *Star In The Margin and he can be heard on his weekly hospitality program, indieHotelier. You can also read his recently released manifesto, Vanished...which explains why customer service is failing...and more importantly, what you can do about it.
In addition to a 25 year distinguished hotel career, he has voluntarily served at the board level in ten civic and industry organizations in Texas and North Carolina. Notable positions include President of the Austin Hotel Motel Association in Austin, Texas, and Chair of the Product Development Committee in Asheville, North Carolina.
Vanished... My manifesto on what's wrong with customer service. And, more importantly, what to do about it.
Hotel Conversions...Read about the value you should be looking for when considering the conversion of a non-hotel property.
Opening Your Doors...The key to a new hotel (at least for most of us) is to have business when it opens. We don’t care to wait a year or two for at least some ratification that our idea for a new project was a good one.
...see Michael's recent presentation to Elon University (45 minutes)
Join Michael's Conversations
Not So Flawless Launch...here I explain why so many people underestimate the pre-opening phase (2 minutes)
