useful information.
Over the years, I’d anonymously visited dozens of our hotels because scheduled inspections were essentially performances.
Managers polished everything.
Staff smiled brighter.
Problems disappeared into closets until the owner left.
But ordinary guests experienced the truth.
So I traveled without an assistant.
No corporate vehicle.
No advance warning.
Casual clothing whenever possible.
I observed.
I listened.
Usually, those visits renewed my confidence in our employees.
Sometimes, they didn’t.
Before I could respond, a service door opened behind reception.
A woman in her mid-fifties emerged carrying neatly folded white
