Millennials and Gen Z require a different approach to management. More immediate feedback and more flexible work. For many, this has turned hiring and training into a war of attrition: can you replace people faster than they leave? When a hotel manager gives up and relies on contract labor, hotel performance and guest service both suffer.

We retain our good employees through a culture of excellence and builds out from there. Hiring and training never stop — but hotels that chase Excellence through Gratitude will consistently outperform. If a hotel is in the Red Zone for reasons other than condition scores, the manager is likely the problem: poor culture leads to disengaged teams, and disengaged teams lead to poor-performing hotels.