The ever-expanding fallout surrounding the pandemic has shocked every industry. For Hunter Carmichael, Chief Operating Officer at MHG Hotels, this is the most difficult business interruption he has ever faced. Knowing that every decision his team makes impacts all his associates has been a critical responsibility.
MHG Hotels have been fortunate in not having to furlough any of their salaried leaders. Much like other businesses, MHG Hotels quickly changed its business model, modifying the daily responsibilities of everyone from property-level to management. Ultimately, their goal is to ensure that businesses can survive during and after this crisis. Managers have been doing everything they can to help where it is needed.
“We are the support for our leaders on property. With razor-thin models at the property level we must be willing to do anything necessary to help them keep up with the asset,” said Hunter. “All our above property leaders have been spread across the portfolio to assist daily basis, from covering breaks, inspecting rooms, walking the floors, laundry, vacuuming, etc… Right now, it is about survival.”
Hunter has been most inspired by those that are working directly on their properties. Leaders have taken measures to protect their guests and associates while finding innovative ways to remain productive. Across multiple properties, General Managers have been visiting the homes of laid-off associates to leave goodie baskets and games for the kids.
“To me that is inspirational because it reinforces why we are in this industry in the first place: to take care of our teams as families and see that overflow to our guests and owners.”
While everything has been a challenge, Hunter believes that crisis situations show who the best leaders are. Leadership is exposed in duress and many MHG leaders have shown their understanding of the business and have made sacrifices and additional efforts for their team.
Hunter has been transparent in order to stay positive. Keeping proactive and constant communication with his team members has helped him through these times.
“Not knowing the future creates anxiety and I think straightforward communication is the best approach in these circumstances,” said Hunter.
Thank you, Hunter, for prioritizing communication and displaying leadership during these uncertain times!