“It dawns on the guest that it’s done by design – that the sincere friendliness of the staff is something that rings true.”
Jack Damioli, President & CEO, The Broadmoor
I feel terrible for all Colorado’s hospitality businesses that are suffering through the COVID pandemic – none more than the Broadmoor, a Colorado icon. Here’s what I really wondered going into this interview: while many properties can trim and cut back on various expenses when business is slow, the Broadmoor is the longest running 5 Star resort in the world – can you “cut back” on expenses when that could jeopardize guest expectations and the resorts reputation? We talk about that, about the Broadmoor’s “Colorado luxury” service culture, and why Jack Damioli, the current CEO, spent over a YEAR in transition to his role. If you’ve ever wanted to know more about a world-class resort with over 1200 employees operates and has MAINTAINED unsurpassed quality year over year for over 100 years, you’ll love this episode.