Servant Leadership in Action: What I Learned Behind the Front Desk
Summary:
Leadership starts with service
Real authority comes from ownership and action
Respect is earned by understanding the work
Small details protect long-term value
The front-desk mindset belongs in AAHOA leadership
You can’t learn this industry from a textbook, and you certainly can’t lead it from an ivory tower.
People often ask me about my leadership style. They see the titles, Regional Director, Ambassador, Franchise Association President, and want to know about the strategy meetings or the boardroom decisions.
But if you really want to know who I am as a leader, don’t look at the boardroom. Look at the front desk.
Like so many of you, I didn’t start my career giving orders. I started by taking reservations. I started by folding towels, fixing leaky faucets at midnight, and brewing that first pot of coffee before the sun came up. I am a self-made hotelier, and those early years behind the front desk taught me more about leadership than any seminar ever could.
Here is what 40 years in this industry has taught me about true servant leadership.
1. You Can’t Lead If You Won’t Serve
There is a misconception that as you move up the ladder, you do less "dirty work." I believe the opposite is true.
When you work the night shift, there is no one else to blame. If the computer crashes or a guest is unhappy, you have to own the solution. You learn quickly that titles don’t fix problems, action does.
That experience gave me a backbone. It taught me that true leaders do not hide behind policies or committees. When an AAHOA member calls me with a problem, whether it is a franchise dispute or a legislative issue, I do not pass the buck. I treat it the same way I would a guest standing in front of me at 2:00 AM. I listen, I take responsibility, and I do not walk away.
2. Respect Comes From Action
Behind the front desk, you meet people from all walks of life. You learn that you cannot demand respect just because you are the owner or the manager. You have to earn it by showing people that you value them.
I know what it feels like to clean a room in twenty minutes because we were short-staffed. I know the pressure our General Managers face every day. Because I have lived that life.
In AAHOA, this means I don’t believe in hierarchies. Whether you own one independent motel or 50 branded properties, you deserve the same level of respect and the same fight from your leadership. I’m here to stand beside you and support the work.
3. The Small Details Are the Big Picture
In hospitality, we know that one missed detail, like a stain on the carpet or a rude interaction, can ruin a guest’s entire stay. We are trained to obsess over the details because that is where the value is.
I bring that same obsession to AAHOA. We can talk about "vision" all day, but if we aren’t looking at the details of our vendor contracts, the fine print of franchise mandates, or the specific language of a legislative bill, we are failing our members.
Servant leadership means sweating the small stuff so that our members can focus on the big picture: growing their businesses and supporting their families.
Time to Get to Work
I am running for Secretary not because I want a title, but because I want to serve. I want to bring that "front desk mentality"—the grit, the humility, and the focus on service—to the highest level of our association.
We are all in this business to make money and build a legacy. Let’s work together to ensure AAHOA serves you as well as you serve your guests.
I’m ready to get to work. Are you with me?
