How Hospitality America elevates guest experience through culture and data ownership

Episode notes

In this compelling episode of Hotel Moment, Karen Stephens welcomes Ben Campbell, President and CEO of Hospitality America, for a conversation that spans crisis management, data-driven decision making, and the evolving guest experience landscape. Ben's journey from night auditor to CEO provides a unique perspective on hospitality operations, having held positions in revenue management, general management, and now leading a 20-hotel portfolio representing $150 million in revenue and 900 employees. What You'll Learn: ● Crisis management in action : Ben shares the harrowing story of how his team managed two Asheville hotels during Hurricane Helene, when one property lost water for three weeks and both lost power for extended periods, yet continued serving FEMA workers and displaced residents ● Values-driven leadership : How Hospitality America's P.E.A.C.H.