I’ve been staying at the Lotte Palace Hotel in New York City since it was solely “The Palace” and run by the legendary Leona Helmsley. It’s ideally situated on Madison Avenue between 50th and 51st, right across from St. Patrick’s Cathedral, and in easy walking distance to all Broadway plays and only about 300 good restaurants. Becky Hubbard has been the general manager for a dozen years amidst her 20 in the hospitality industry. We speak here about staffing and sustaining a highly supportive and polite work force; of the rebound since Covid; of international tourism rebounding; and of a day that had her walking home around eight at night, while her daughter tracks her location on her cell phone. She presides over a 900+ room, elite hotel which she calls her “inn” and has just overseen a $140 million renovation. We talk here about her preference for dealing directly with guests and the importance of the “first see, last see” front door staff. We discuss the dramatic rise in hotel charges to guests (in Florida right now they are up as much as 64%) and how to overcome rising costs to the hotel. And we talk about the continuing need for innovation and adaption of technological solutions. (Even low-end hotels are offering keyless entry using smart phones and check in remotely.)

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