161. The Employee That Nobody Remembered

The Wellness in Hospitality Podcast · May 17, 2026 · 41m

What if the belief that you genuinely care about your team is the very thing stopping you from ever changing anything?

Today I want to talk about how a thought, a well-intentioned, completely sincere thought, can become the most expensive belief in your business.

A few years ago I sat in a meeting with a hotel manager. She'd called me in to review my therapist manning. I'd asked for extra support staff, our team was at capacity (a good problem to have).

What followed was a line-by-line negotiation over my spreadsheet. We were nickelling and diming over hours. A five-star property. A hotel…