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I'M ANTHONY MELCHIORRI.
WHEN HOTELS ARE IN TROUBLE, THEY CALL ME,
BUT IN BRANSON, MISSOURI,
THE ENTERTAINMENT HUB OF THE MIDWEST,
CAN I SAVE THIS HOTEL FROM HAVING ITS FINAL CURTAIN CALL?
I COULD PLAY FOOTBALL IN THIS PARKING LOT.
THERE'S NOT ONE CAR.
SO WHAT ARE YOU LOOKING FOR?
BODILY FLUIDS.
THERE'S ONE PERSON AT NIGHT RUNNING THIS HOTEL.
I TOLD 'EM I DON'T LIKE BEING LEFT ALONE.
PAMPHLETS, PAMPHLETS, EVERYWHERE.
I THINK IT'S TIME FOR AN UPDATE.
IF IT GOES WRONG, IT'S GONNA GO HORRIFIC.
IF I SAID I WANT SUSAN TO BE GENERAL MANAGER,
WHAT WOULD YOU THINK?
I'D PROBABLY BE OUTTA HERE.
I FEEL LIKE I'VE BEING GIVEN A TEST
THAT I WAS NOT TRAINED TO DO.
THIS IS UNACCEPTABLE.
EVERY DAY YOU COME IN HERE, YOU SHOULD THROW UP.
EVERYBODY NEEDS A WAKE-UP CALL.
I'M ANTHONY MELCHIORRI.
OUTSTANDING HOTELS ARE MY WORLD,
AND AFTER 20 YEARS IN THE HOTEL BUSINESS,
THERE'S NO PROBLEM I CAN'T FIX.
ALL AROUND AMERICA,
THERE ARE HOTELS THAT ARE HURTING.
THEY'RE UNDERSTAFFED, MISMANAGED,
AND IN DESPERATE NEED OF A FACELIFT.
THAT'S WHERE I COME IN.
I'VE TURNED AROUND
SOME OF THE MOST FAMOUS PROPERTIES IN AMERICA,
FROM BOUTIQUE HOTELS TO BIG CITY LANDMARKS.
I'M ON A MISSION, AND I WON'T STOP
UNTIL EVERY HOTEL YOU CHECK INTO
IS PERFECT.
Closed Captions provided by Scripps Networks, LLC.
Captioned by Closed Captioning Services, Inc.
TODAY I'M IN BRANSON, MISSOURI,
ONE OF THE LIVE ENTERTAINING CAPITALS OF THE WORLD.
NEARLY EIGHT MILLION VISITORS COME
TO THIS COUNTRY VERSION OF LAS VEGAS EVERY YEAR.
FROM FLASHY STAGE PERFORMANCES
AND WORLD-CLASS MUSICAL ACTS,
TO AMUSEMENT PARKS AND OUTDOOR ADVENTURE,
BRANSON IS A HOT DESTINATION FOR THE ENTIRE FAMILY.
WHERE ELSE CAN YOU GET THE WORLD'S LARGEST CHICKEN?
LOOK AT THAT.
I'M HEADED TO THE SOUTHERN OAKS INN,
WHICH IS A 142-ROOM HOTEL
RIGHT OFF THE BRANSON STRIP.
THE HOTEL WAS BUILT IN 1989 BY TWO COUSINS--
STEVE FASELER AND BOBBY NEAL.
STEVE AND I WERE THE GENERAL CONTRACTORS.
WE, UH, DID A LOT OF THE FRAMING OURSELVES.
ONCE IT WAS BUILT, WE PRETTY MUCH STEPPED AWAY.
TODAY, THE COUSINS' WIVES, SUSAN FASELER AND APRIL NEAL,
RUN THE HOTEL.
I CAME DOWN LAST APRIL.
UH, OUR GENERAL MANAGER GAVE US TWO WEEKS' NOTICE.
I TOOK A CRASH COURSE IN WHAT SHE DID EVERY DAY,
AND I TOOK OVER THEN,
TRYING TO FILL HER SHOES.
THEY BOTH TAKE PRIDE IN RUNNING A FAMILY ESTABLISHMENT
THAT'S BUILT ON GOOD OLD- FASHIONED SOUTHERN HOSPITALITY.
TOURISM IN BRANSON HAS DROPPED DRASTICALLY
DUE TO A TOUGH ECONOMY, FLOODING,
AND RECENT TORNADOES.
HOLY CRAP.
THERE'S TWO HOTELS IN A ROW THAT JUST--
YOU JUST SEE COMPLETELY DEMOLISHED. IT'S VERY SOBERING.
IN RECENT YEARS,
THE SOUTHERN OAKS INN HAS SEEN THEIR AVERAGE OCCUPANCY RATE
DROP SUBSTANTIALLY,
AND THE HOTEL IS NOW IN SERIOUS FINANCIAL TROUBLE.
IT'S BEEN SEVERAL YEARS SINCE WE'VE SHOWN A PROFIT.
IF THINGS DON'T TURN AROUND,
I DON'T KNOW HOW LONG WE CAN CONTINUE.
THIS HOTEL HAS BEEN OUR HOPE AND OUR DREAM,
AND WE THOUGHT, SOMEDAY, OUR RETIREMENT.
IT'S SCARY. WE'RE JUST TRYING TO KEEP IT FLOATING
UNTIL THINGS GET BETTER.
WE NEED SOME HELP.
SOUTHERN OAKS INN.
IT'S VERY CLOSE TO DOWNTOWN.
VERY CLEAN.
IT LOOKS LIKE IT'S BEEN GROOMED.
THE WATER'S WORKING.
YOU KNOW, THIS FEELS REALLY GOOD.
THE WINDOWS LOOK CLEAN.
THEY PUT AN "A" UP ON THE SIDE OF THE BUILDING FOR ANTHONY.
ISN'T THAT NICE? AND LOOK,
THIS IS A VERY NICE POOL.
SO FAR I'M IMPRESSED.
THERE'S ONLY ONE THING ABOUT THIS HOTEL EXTERIOR
THAT MIGHT TURN GUESTS OFF--
I COULD PLAY FOOTBALL IN THIS PARKING LOT.
THERE'S NOT ONE CAR.
HELLO! (echoing)
YOU CAN'T BE THIS CLOSE
TO ONE OF THE LARGEST TOURIST ATTRACTIONS IN THE COUNTRY
AND BE THIS EMPTY.
SOMETHING IS REALLY, REALLY WRONG.
IT'S TIME TO GO INSIDE
AND GET TO THE HEART OF WHY THIS HOTEL IS FAILING.
HI, I'M ANTHONY. HOW ARE YOU?
DANIELLE. GOOD.
I REALLY FEEL LIKE WE'RE ON A DESERT ISLAND, JUST YOU AND I.
RIGHT.
AND I DON'T KNOW HOW WE'RE GONNA GET OFF. JUST ME AND YOU.
(bell dings)
IS SOMEBODY HERE?
NO.
OH, EMPLOYEE LEAVING.
DO YOU HAVE ANY GUESTS?
18.
141 ROOMS,
AND 18 ARE OCCUPIED FROM LAST NIGHT?
RIGHT.
I'M NOT A MATHEMATICIAN, BUT THAT'S ABOUT 12%, 13%?
SOMETHING'S BROKEN.
YEAH.
I THINK I GOT MY WORK CUT OUT FOR ME.
YEAH.
I'M GOING TO CHECK OUT ROOM 179.
IT HAS TWO QUEEN BEDS, AND THEY'RE SELLING IT FOR $59.
SMELLS FRESH.
BUT THE FIRST THING I NOTICE IS THE BEDSPREAD.
EVERYONE IN AMERICA SHOULD JUST BURN 'EM.
THIS IS INTERESTING. IT'S A TOWEL
FOLDED AS A T-SHIRT, WITH TWO CHOCOLATES ON IT.
IT'S KINDA CRUISE SHIP-Y, BUT I KINDA LIKE IT.
IT'S ON MAYBE A DIRTY BEDSPREAD. DON'T LIKE THAT.
BUT SO FAR, SO GOOD.
DUE TO REGULATIONS, IN ORDER TO PREVENT
FUTURE DAMAGES TO OUR FACILITIES,
WE CAN NO LONGER ALLOW IRONS.
THAT'S WHY I LOVE MY JOB. FIRST TIME.
YOU CANNOT USE AN IRONING BOARD IN THIS ROOM,
AND IF YOU DO, IT WILL BE CONFISCATED
AND LEFT FOR YOU AT THE FRONT DESK.
I WAS FEELING GOOD, AND THEN I READ THIS,
AND I'M NOT FEELING SO GOOD ANYMORE.
SO WHAT DOES THE BATHROOM HAVE IN STORE FOR ME?
OH.
IT'S AN IRON MARK, FROM A VERY HOT IRON.
A GUEST IS BRINGING THEIR OWN IRON,
AND THEY DON'T HAVE AN IRONING BOARD,
SO THEY IRON ON THE FLOOR, AND THIS IS WHAT HAPPENS.
SO BY NOT HAVING AN IRONING BOARD,
THEY'RE SPENDING A LOT OF MONEY TO REPLACE THIS CARPET NOW.
"FOR YOUR PROTECTION."
GET RID OF THESE. THERE'S NO NEED FOR IT.
I KNOW YOU CLEAN THE TOILET BOWL.
OH, MAYBE YOU DON'T CLEAN THE TOILET BOWL.
OKAY, IT'S NOT COMING OFF,
SO THAT TELLS ME IT'S A RUST STAIN.
YOUR TOILET BOWL IS ACTUALLY CLEAN,
BUT ANY GUESTS LOOKING AT IT WOULDN'T THINK SO.
IT'S GONNA SKEEVE A CUSTOMER OUT. IT'S UNACCEPTABLE.
SHOWER CURTAIN-- I DON'T FIND ANY MOLD.
THE TOWEL RACK'S AWAY FROM THE TOILET,
SO, YOU KNOW,
THE WATER DOESN'T FALL ONTO THE TOWELS,
WHICH I LIKE VERY MUCH, SO--
(groans)
OKAY...
OH, MAN.
IT WAS GOING SO WELL WHEN I FIRST GOT INTO THE ROOM.
IT SMELLED GOOD, THE CARPET LOOKED GOOD.
THEN I CAME INTO THE BATHROOM.
NOW IT'S JUST ALL FALLING APART, LITERALLY.
NO IRON, NO IRONING BOARD, THINGS FALLING OFF THE WALL,
AND RUST IN THE TOILET BOWL.
UNACCEPTABLE. GAME CHANGER.
THIS BATHROOM FAILS. THE ROOM FAILS.
SO FAR, THE ISSUES I'VE DISCOVERED ARE EASY TO ADDRESS,
AND NONE OF THEM POINT TO WHY THE HOTEL'S IN TROUBLE.
I GOTTA MEET THE OWNERS TO GET TO THE BOTTOM OF IT.
BUT ON THE WAY, I COME ACROSS AN EYESORE.
OH, NOW I'VE MET THE SIGN DOOR.
OH, LOOK AT ALL THESE SIGNS.
"SOUTHERN OAKS APPRECIATES THEIR GUESTS, THEREFORE,
PROPERTY SUR--" SURVEILLANCE-- THAT'S SPELLED WRONG.
AND THEN THERE'S MORE SIGNS ON THE OTHER SIDE OF THE DOOR.
SO I HAVE ONE, TWO, THREE,
FOUR, FIVE, SIX,
SEVEN, EIGHT, NINE-- THERE'S ANOTHER ONE HERE,
SAYS "EMERGENCY PHONE."
WHICH IS 10 FEET IN THE AIR,
SO IF YOU HAVE AN EMERGENCY, MAKE SURE YOU LOOK UP.
WITH SO MANY SIGNS TO READ,
I ALMOST OVERLOOKED WHAT'S ON THE OTHER SIDE.
A BEAUTIFUL INDOOR POOL,
WHICH IS A GREAT SELLING POINT ALL YEAR-ROUND.
THIS IS 4-STAR QUALITY.
THAT CEILING IS BEAUTIFUL.
THIS WATER IS PRISTINE.
THIS IS A DECIDING FACTOR
WHEN PEOPLE HAVE FAMILIES AND CHILDREN.
BUT I DIDN'T KNOW THAT THIS POOL EXISTED.
I DIDN'T SEE THIS ON THE WEB SITE BEFORE I GOT HERE,
AND THEN I HAVE TO WALK THROUGH THE WALL OF SIGNS TO GET HERE.
HOW CAN YOU DO THIS SO WRONG AND THIS SO RIGHT?
I GOTTA TALK TO THE OWNERS.
HELLO, EVERYONE.
HELLO.
SO I'VE MADE SOME ASSESSMENTS,
BUT BASICALLY, I WANT TO KNOW WHAT'S GOING ON.
SO TELL ME WHAT YOUR RESPONSIBILITY IS.
I HELP OCCASIONALLY WITH SOME OF THE MAINTENANCE THINGS.
APRIL?
I'M ACTING GENERAL MANAGER NOW.
OKAY.
I AM A MARKETING DIRECTOR.
HAVE YOU BEEN MARKETING DIRECTOR BEFORE IN HOTELS?
NO, NO.
SO YOU'VE NEVER MARKETED A HOTEL BEFORE?
NO, NEVER.
I DON'T KNOW IF THIS IS A GREAT PLACE TO FIGURE IT OUT, THOUGH,
'CAUSE IT SEEMS LIKE WE'RE HAVING SOME PROBLEMS HERE.
AND WHAT DO YOU DO?
I AM ALSO GENERAL CONTRACTOR.
AND YOU BUILT IT?
WE DID.
YOU DID A GOOD JOB.
THANK YOU.
YOUR BLOOD IS IN THIS.
RIGHT.
AND I WOULD IMAGINE A LOT OF MONEY.
UH-HUH.
SO TELL ME WHERE WE ARE FINANCIALLY IN THIS HOTEL.
IN 2002, OUR REVENUES BEGAN TO DECLINE.
FINALLY IT GOT DOWN TO WHERE IT--
WE COULD JUST BARELY MEET OUR EXPENSES,
SO WE HAD TO INTERJECT SOME OF OUR OWN MONEY INTO IT.
CASH CALL.
RIGHT.
DOES ANYBODY DRAW A SALARY OFF THIS PLACE?
NO.
SO YOU'RE MAKING NO MONEY?
RIGHT.
WHERE DO YOU GET MOST OF YOUR BUSINESS FROM?
ANYTIME THE DIRECTOR OF MARKETING
KINDA HESITATES ON THAT MAKES ME NERVOUS.
WE HAVE A HIGH WALK-IN RATE. I MEAN--
WHAT WOULD YOU SAY?
I WOULD SAY ABOUT 30% TO 40%.
THAT'S EXTRAORDINARILY UNUSUAL.
IF 40% OF THEIR BUSINESS IS COMING FROM WALK-INS,
WITH NO ADVANCE RESERVATIONS,
IT'S NO WONDER THEY'RE LOSING MONEY.
I READ YOUR STAR REPORT. THIS IS A TRAIN WRECK.
THE STAR REPORT IS AN INDUSTRY GUIDE FOR HOTELIERS
THAT COMPARES THE PERFORMANCE OF ANY GIVEN HOTEL
AGAINST ITS COMPETITORS, TAKING INTO CONSIDERATION
THINGS LIKE MONTHLY OCCUPANCY PERCENTAGE.
IN MARCH, YOU WERE 16%.
MARCH IS REALLY SLOW ANYWAY.
YOU KNOW WHAT YOUR COMPETITION WAS?
NO.
45%. MORE THAN DOUBLE.
JUNE, 27%, YOUR COMPETITION, 65%.
THE PROBLEM HERE IS MARKETING.
NO ONE KNOWS YOU EXIST.
I'M LOOKING AT YOU, AND I SEE A DEER IN HEADLIGHTS.
I SENSE IMMEDIATELY
THAT I'VE TOUCHED UPON A POINT OF CONTENTION.
I DIDN'T THROW HER INTO MARKETING.
I DIDN'T DO IT.
UM,
WELL, WE HAD A MEETING AT YOUR HOUSE,
AND YOU--I WAS ASKED TO COME DOWN AND HELP MARKET.
YOU ALL GET ALONG?
MM-HMM.
THERE'S NEVER ANY FRICTION?
NO, I WOULDN'T SAY THERE'S FRICTION.
I THINK THE LACK OF MONEY CAUSES FRICTION.
MY INSTINCTS ARE
THERE'S MORE FRICTION THAN YOU'RE TELLING ME.
YOU DON'T KNOW HOW TO RUN A HOTEL, AND IT SHOWS.
I'M NOT SURPRISED THERE'S TENSION BETWEEN THE OWNERS.
THEY DON'T HAVE A CLUE HOW TO DRAW BUSINESS TO THEIR HOTEL.
I WANT TO SHOW THEM WHY THEY'RE LOSING OUT
TO THEIR IMMEDIATE COMPETITION.
I CHECKED WITH THE QUALITY INN NEXT DOOR,
THE AmazInn & SUITES NEXT DOOR TO YOU,
AND THE CASCADE INN DOWN THE ROAD.
THEY DON'T GET MORE THAN 10% TO 15%
OF THEIR BUSINESS FROM WALK-INS AND FROM DRIVE-INS.
AND THAT'S TYPICAL ACROSS THE BOARD OF HOTELS.
SO YOU NEED TO GET PEOPLE TO COME TO YOUR HOTEL
BEFORE THEY DRIVE TO BRANSON.
THIS IS UNACCEPTABLE. EVERY DAY YOU COME IN HERE,
YOU SHOULD THROW UP.
WE DO.
YEAH, WE ABOUT DO. IT'S PRETTY HARD.
LOOK AT YOUR PARKING LOT COMPARED TO THEIRS.
YOU THINK THAT THESE PEOPLE ALL PULLED UP BECAUSE OF THEIR SIGN,
OR DO YOU THINK THAT THEY DID MARKETING?
IT'S PARTIALLY MARKETING.
PARTIALLY? A LOT.
YEAH, OKAY.
THESE DAYS, 85% OF TRAVELERS
CONSIDER THE INTERNET
THEIR MAIN SOURCE OF TRAVEL PLANNING.
SUCCESSFUL HOTELS FILL THEIR ROOMS MONTHS IN ADVANCE
THROUGH ONLINE RESERVATIONS.
YOU'RE IN A GREAT AREA, BUT YOU'RE SURROUNDED BY HOTELS.
YOU HAVE TO BE SMARTER, YOU HAVE TO JUMP HIGHER,
YOU HAVE TO BE FASTER THAN THEM. LOOK AT THIS.
THIS IS THE ONLY THING SEPARATING
THE CUSTOMER FROM COMING OVER HERE.
THIS LINE IS THE INTERNET.
THE REASON THEY'RE OVER HERE IS BECAUSE OF THE INTERNET,
AND BECAUSE OF MARKETING.
SO I GOT A LOT OF WORK TO DO.
WITH MORE THAN 150 HOTEL IN A 200-MILE RADIUS,
THE SOUTHERN OAKS INN FACES SOME STIFF COMPETITION.
I NEED TO FIND A WAY TO SET THEM APART,
SO I'LL START WITH TAKING A CLOSER LOOK AT THEIR LOBBY.
PAMPHLETS, PAMPHLETS, EVERYWHERE.
OH, MY GOD, LOOK AT THIS.
THERE'S NO WAY I CAN MAKE ANY ASSESSMENT
OF WHAT I WANT TO DO WITH ALL THIS STUFF.
THE SAME INFORMATION THAT'S ON HERE
IS ON THERE,
IT'S ON THAT RACK,
THAT'S ON THAT RACK.
THIS IS A GREAT SEAT
IF YOU WANT A VIEW OF PAMPHLETS.
THIS WHOLE AREA--IT'S CLEAN,
BUT JUST DOESN'T FEEL UPDATED.
THIS WALLPAPER
HAS NOT BEEN CHANGED SINCE THE BUILDING'S OPENING.
THIS IS THE PLACE THAT I'M GONNA RENOVATE.
I THINK THIS SPACE CAN DO A LOT MORE.
'CAUSE IF I AM DRIVING BY AND I HAPPEN TO WALK IN,
THIS IS NOT TELLING ME TO STAY HERE.
SO YOU'VE CONFIRMED
THAT THESE DAMN THINGS DON'T GET CLEAN.
YES, SIR.
WHAT'S YOUR MOST POPULAR STAIN?
THERE'S A SPOT RIGHT THERE.
YOU SHOULD NEVER, EVER FEEL UNSAFE DOING YOUR JOB.
WHO IS IN CHARGE OF THE FRONT OFFICE?
I HAVE NO IDEA.
(sighs)
I'VE BEEN CALLED TO BRANSON, MISSOURI,
THE ENTERTAINMENT CAPITAL OF THE MIDWEST,
TO RESCUE THE SOUTHERN OAKS INN.
COUSINS STEVE AND BOBBY BUILT THE HOTEL
MORE THAN 20 YEARS AGO,
BUT THEIR WIVES SUSAN AND APRIL
HAVE ONLY RECENTLY TAKEN ON THE MANAGEMENT OF THE PROPERTY,
AND IT'S BECOMING PAINFULLY OBVIOUS
THAT THEY HAVE NO IDEA WHAT THEY'RE DOING.
I'VE FOUND OUT THAT THERE'S ONE PERSON
AT NIGHT RUNNING THIS HOTEL.
THAT SEEMS LIKE A LOT FOR ONE PERSON.
I'M GONNA FIND OUT EXACTLY WHAT'S GOING ON.
HELLO. I'M ANTHONY.
HOW CAN I HELP YOU?
I NEED SOME PILLOWS AND SOME TOWELS.
ALL RIGHT. ALL RIGHT, HERE YOU GO.
THAT WAS A QUICK RESPONSE TIME.
(telephone rings)
SO FAR, SO GOOD.
FRONT DESK.
IF YOU COULD GIVE ME A FEW MINUTES,
I'LL FIND ONE AND I'LL GET IT TAKEN TO YOUR ROOM.
YOU'RE WELCOME.
WHAT WAS THAT?
UM, IT WAS A FRONT DESK CALL
ABOUT A BROKEN ALARM CLOCK.
I HAVE TO GO FIND A REPLACEMENT.
I HAVE TO LOCK THIS DOOR...
WHAT DOES THAT SIGN SAY?
"I'LL BE RIGHT BACK, PLEASE WAIT."
THE OWNERS CLAIM UP TO 40% OF THE HOTEL'S GUESTS
ARE WALK-INS, BUT NO ONE CAN WALK IN RIGHT NOW,
BECAUSE THE DOOR IS LOCKED.
SO IF I'M A GUEST, MAYBE I WANT TO STAY THE NIGHT...
MM-HMM.
DO YOU THINK I'M GONNA STAY AND WAIT?
NO.
KEEP GOIN'.
NOT ONLY IS RACHAEL ALONE WORKING THE FRONT DESK,
SHE'S ALSO THE ONLY STAFF MEMBER ON THE ENTIRE PROPERTY.
HAVE YOU TOLD ANYBODY ABOUT THIS SITUATION?
WELL, I'VE TOLD THEM I DON'T LIKE BEING LEFT ALONE.
I'VE TOLD EVERYBODY THAT.
WHERE THE HELL ARE WE GOING?
THAT'S THE FRONT DESK.
YEAH.
OKAY.
THE HOTEL SHOULD HAVE MAID'S CLOSETS
CONVENIENTLY STATIONED,
CONTAINING EVERYTHING A GUEST COULD NEED.
THIS IS GETTING CRAZY.
(sighs) WHY IS THE MAID'S CLOSET EMPTY?
THEY HAVEN'T STOCKED IT.
THE HOTEL NEEDS A SYSTEM TO KEEP THESE CLOSETS FULL.
SO NOW WHERE ARE WE GOING?
I'M GOING TO GO TO THIS ROOM AND STEAL AN ALARM CLOCK.
HOW DO WE KNOW THIS ROOM'S VACANT?
'CAUSE ALL THE ROOMS HERE ARE VACANT.
YES.
ALL RIGHT, NOW WE GOTTA FIND THE KEY. LET'S GO.
OH, I'M SORRY.
A GOOD RESPONSE TIME FOR A GUEST REQUEST
IS FIVE MINUTES ON AVERAGE.
RACHAEL'S PUSHING 30.
WE'RE A HALF-HOUR IN ALREADY.
I'M SWEATIN'.
ME, TOO.
FRONT DESK.
OH, GOD.
I'M SORRY.
THAT'S MY CAMERA MAN EDWIN.
AND I JUST DID THIS BECAUSE IN ORDER TO HELP YOU,
I NEED TO UNDERSTAND WHAT YOU NEED TO GO THROUGH
TO GET A CLOCK RADIO. BUT IF THIS WAS A REAL GUEST,
30 MINUTES, THE GUEST IS PISSED OFF, YOU FEEL UNSAFE.
THIS IS A NIGHTMARE.
YEAH.
YOU SHOULD NEVER, EVER, EVER FEEL UNSAFE DOING YOUR JOB.
WHO IS IN CHARGE OF THE FRONT OFFICE?
I HAVE NO IDEA.
(sighs)
I HAVE TO CALL EVERYBODY IF THERE'S A PROBLEM.
OKAY. THANK YOU VERY MUCH. GO BACK TO WORK.
YOU'RE WELCOME.
THERE'S ONE EMPLOYEE RUNNING THIS ENTIRE HOTEL.
IT TAKES 30 MINUTES TO GET A CLOCK RADIO TO A GUEST.
ALSO THEY CLOSE THE FRONT DOORS OF THIS HOTEL,
SO THERE'S A SAFETY ISSUE, A SERVICE ISSUE,
AND THE EMPLOYEES DON'T KNOW WHO THEY REPORT TO.
SOMEONE NEEDS TO BE HELD ACCOUNTABLE.
IT'S MY SECOND DAY AT THE SOUTHERN OAKS INN,
AND I'VE CALLED IN DESIGNER BLANCHE GARCIA
TO TAKE A LOOK AT THE HOTEL'S LOBBY.
WELL...
THIS IS THE SPACE THAT I'M CONSIDERING RENOVATING.
THERE'S ACTUALLY ROOMS ON TOP.
YEAH, THAT'S WHAT SAVES THIS AREA
FROM FEELING LIKE A BASEMENT.
WHAT DO YOU THINK OF THIS SPACE, BLANCHE?
(laughs) THIS IS REALLY BAD.
IT'S LIKE MY GRANDMOTHER'S APARTMENT. NEED WE SAY MORE?
STEP INTO THE STATE-OF-THE-ART BUSINESS CENTER.
OKAY.
I DON'T LIKE THE FACT THAT IF I'M LOOKING AT MY FINANCES,
EVERYBODY'S LOOKING AT MY FINANCES.
THAT'S MY FIRST THOUGHT.
SO YOU'LL RIP OFF THE WALLPAPER, AND PUT WHAT UP?
I WOULD RIP OFF THE WALLPAPER
IF WE HAD THREE WEEKS, UM,
BUT THIS IS SUCH A BIG AREA,
I THINK WE JUST PAINT THE WALLPAPER.
I'VE DONE IT BEFORE.
VERY COMPLICATED PROCESS.
IF IT GOES WRONG, IT KILLS THE PROJECT.
IF IT GOES WRONG, IT'S GONNA GO HORRIFIC,
BUT IT'S A LOT QUICKER AND A LOT CHEAPER
THAN DOING ANYTHING ELSE, AND THE WALLPAPER'S A HUGE EYESORE.
IT'S A CHALLENGE TO FIND EXPERTS
WHO ARE SKILLED AT PAINTING WALLPAPER,
BECAUSE IF THE SEAMS AREN'T PREPPED RIGHT,
THE PAINT COULD CHIP OFF.
I'M NERVOUS.
YOU HAVE TO GIVE IT A CHANCE.
IT'S OUR ONLY OPTION, OR ELSE THERE IS NO LOBBY.
IT'S GOTTA WORK.
IT'S GONNA COME THROUGH.
UPDATING THAT LARGE OF A SPACE IS NO EASY TASK,
BUT IT'S NOW IN BLANCHE'S HANDS.
WHEN I LEAVE THE LOBBY, I NOTICE SOMETHING,
OR SOMEONE, WHO COULD ALSO USE A RENOVATION.
I SEE A HOUSEKEEPING CART, AND I SEE SOMEBODY
PUSHING A HOUSEKEEPING CART, BUT THAT'S NOT A HOUSEKEEPER.
THE HOUSEKEEPING CART ITSELF ACTUALLY LOOKS CLEAN FROM HERE,
BUT THE PERSON THAT'S RUNNING THE HOUSEKEEPING CART
LOOKS LIKE A SLOB.
AND LITERALLY LOOKS LIKE A BUM THAT JUST WALKED OFF THE STREET
AND IS WALKING IN AND OUT OF THAT ROOM.
HI, HOW ARE YOU?
GOOD, HOW ARE YOU DOING TODAY, SIR?
GOOD. I'M ANTHONY.
HI, I'M JASON.
NICE TO MEET YOU, JASON.
NICE TO MEET YOU, SIR.
DO YOU WORK HERE?
YES, I DO. I'M A HOUSEKEEPER HERE AT SOUTHERN OAKS.
YOU'RE A HOUSEKEEPER?
YES, SIR.
YOU DON'T HAVE A UNIFORM ON,
AND YOU HAVE YOUR HAT ON BACKWARDS.
IS THERE A STANDARD UNIFORM?
NOPE, SURE ISN'T. IT'S DRESS CASUAL.
WITH THAT T-SHIRT...
MM-HMM...
IT'S UNACCEPTABLE.
I HAVE TO IMMEDIATELY RECOGNIZE THAT YOU'RE AN EMPLOYEE.
THAT'D BE COOL.
YOU DON'T EVEN KNOW ME. I DON'T HAVE A NAME TAG.
YOU'RE IN MY ROOM, OKAY? I DON'T KNOW--
WHO'S THAT GUY WITH THE BACKWARDS HAT IN MY ROOM?
(Anthony) JASON IS A VERY COURTEOUS GUY,
BUT HIS APPEARANCE INDICATES
AN UNPROFESSIONAL HOUSEKEEPING DEPARTMENT.
THEN I NOTICE SOMETHING UNUSUAL ON HIS CART.
WHAT IS THIS?
THAT THERE IS A BLACK LIGHT.
OKAY.
WE USE THAT TO FIND BODILY FLUIDS OR SOMETHING,
MAYBE BE ON THE BLANKET OR INSIDE THE BATHROOM.
I'M IMPRESSED.
BLACK LIGHTS EMIT ULTRAVIOLET LIGHT.
WHEN THE LIGHT SHINES ON ANYTHING
CONTAINING PHOSPHOROUS, LIKE URINE, BLOOD, OR ***,
IT CAUSES THE OBJECT TO GLOW.
HOUSEKEEPING IS USING TOP-OF-THE-LINE EQUIPMENT,
AND I WANT TO SEE HOW THEY DO IT.
WELL, WE'LL COME IN HERE, AND I'LL SHUT THE LIGHT OFF
AND JUST RUN IT DOWN THE WALLS, AND--
SO WHAT ARE YOU LOOKING FOR?
BODILY FLUIDS, LIKE, URINE, BLOOD. THAT'S PROBABLY SPIT.
OH, RIGHT THERE.
WHAT'S THAT?
URINE. SEE A LITTLE BIT OF YELLOW RIGHT THERE.
WHAT'S YOUR MOST POPULAR STAIN?
***.
THAT'D PROBABLY BE THE MOST--
***?
*** AND URINE, YEP.
THERE'S A SPOT RIGHT THERE.
SO IF YOU DON'T HAVE THIS LIGHT...
I CAN'T SEE IT.
YOU CAN'T SEE THE ***.
NO, SIR.
SO THERE'S A LOT OF HOTELS IN AMERICA NOT USING THIS LIGHT...
MM-HMM.
AND THERE'S ***. *** EVERYWHERE.
THAT'S RIGHT. EVERYWHERE.
SO THIS IS YOUR *** DETECTOR?
MM-HMM.
ALL RIGHT, BUDDY.
I LIKE JASON. HE'S A CHARACTER,
AND I LIKE THE BLACK LIGHT,
BUT HIS UNIFORM IS JUST RIDICULOUS.
I'M OFF TO MEET THE HEAD OF HOUSEKEEPING, TRISH,
TO FIND OUT WHY HER STAFF HAS NO DRESS CODE.
YOUR HOTEL IS CLEAN.
AWESOME.
I JUST MET JASON.
YES.
WHAT DO YOU THINK OF JASON?
UH, HE'S A HOOT.
THAT'S A GOOD WORD. WHAT HE'S WEARING--
I THOUGHT HE WAS VANDALIZING A ROOM.
THIS IS WHAT WE'RE GIVEN TO WEAR,
SO THIS IS-- THIS IS WHAT WE WEAR.
THE UNIFORM IS ONLY ONE OF MANY PROBLEMS
THAT NEEDS TO BE FIXED.
PEOPLE COMPLAIN ABOUT OUR BEDSPREADS,
AND, UM,
WE DO NOT PULL THEM OFF THE BEDS.
UH, WE DO FOUR TIMES A YEAR.
YOU ONLY CLEAN 'EM FOUR TIMES A YEAR?
WELL, WE CLEAN 'EM AS NEEDED.
BUT IF SOMEBODY CHECKS OUT,
YOU DON'T CLEAN IT EVERY TIME THEY CHECK OUT?
NO, WE DON'T.
SO YOU'VE CONFIRMED, OKAY,
WHAT I'VE BEEN SAYING TO AMERICA OVER 20 YEARS--
THAT THESE DAMN THINGS DON'T GET CLEANED.
YES.
IF YOU WERE A GUEST IN THE HOTEL,
WHAT WOULD YOU DO WITH THIS?
I WOULD THROW IT ON THE FLOOR,
JUST IN CASE IT'S DIRTY, JUST IN CASE THERE'S BLOOD,
OR WHATEVER.
RIGHT.
SO AT THE VERY LEAST, IT WAS ON THE FLOOR.
LIKE THIS.
YOU'RE RIGHT.
OKAY, I DON'T WANT TO BE--
UGH, NOT GOOD.
RIGHT.
TRISH NEEDS TO FIGHT HARDER
TO CHANGE THE THINGS SHE KNOWS ARE UNACCEPTABLE.
WHEN WAS THE LAST TIME YOU DEMANDED SOMETHING
FROM THE OWNERS?
I DON'T DEMAND ANYTHING FROM THEM.
OKAY.
I'LL ASK.
THERE'S A LOT OF COMPETITION.
THEY NEED YOU ON THE FRONT LINES TO DEMAND THINGS
SO THEIR CUSTOMERS DON'T GO OTHER PLACES.
OKAY.
SO YOU DO HAVE TO DEMAND SOME THINGS.
OKAY.
THIS WAS HOT 30 YEARS AGO. GARBAGE.
DO YOU THINK SUE'S QUALIFIED TO RUN
THE OPERATIONS OF THIS HOTEL?
NOT REALLY.
I'M HERE IN THE FAMILY FUN TOWN OF BRANSON, MISSOURI,
AT THE SOUTHERN OAKS INN,
WHERE THE FOUR OWNERS ARE STRUGGLING TO RUN A BUSINESS
THAT'S BEEN HEMORRHAGING MONEY.
SUSAN AND APRIL ARE DESPERATE
FOR A STRATEGY TO BRING IN NEW GUESTS.
IT ALL STARTS WITH MARKETING.
RIGHT NOW YOU DEAL WITH
PAYING THE BILLS...
MM-HMM.
AND YOU DEAL WITH BRINGING IN THE REVENUE.
MM-HMM.
SO--LOTS OF BILLS, NO REVENUE.
YEAH.
WHAT ARE YOU SPENDING MONEY ON MARKETING?
THIS IS OUR GUEST CLUB CARD.
SO IF I COME IN AND I SPEND TEN NIGHTS,
I STAY ONE NIGHT FREE.
YEAH.
BUT THEY DON'T. THAT'S THE SYSTEM.
THIS WAS HOT 30 YEARS AGO.
YEAH.
OKAY, MY CAR WASH GIVES ME THIS.
THEY DID THIS TO COMPETE WITH THE CHAINS THAT GIVE POINTS.
GLAD YOU MENTIONED THAT.
THAT WAS OUR REWARDS.
OKAY. GARBAGE. THAT COUPON-- YOU PUT IT ONLINE.
RIGHT.
THAT IS YOUR PRIORITY CLUB.
DON'T WASTE YOUR MONEY THERE EVER AGAIN.
SUSAN AND APRIL SHOULD BE FOCUSED ON DRIVING BUSINESS
DIRECTLY TO THEIR WEB SITE
BY BUILDING AN ONLINE PRESENCE.
IF THEY DON'T GET WITH THE TIMES,
THEY MAY NOT SURVIVE MUCH LONGER.
DO YOU KNOW HOW MANY PEOPLE GO TO YOUR WEB SITE EVERY DAY?
NO, I DON'T.
ABOUT 20 A DAY.
LAST MONTH, TENS OF THOUSANDS OF PEOPLE
LOOKED FOR BRANSON HOTELS.
ONE OF THE BEST INVESTMENTS APRIL AND SUSAN CAN MAKE
IS IN SEARCH-BASED ADVERTISING,
SO THAT WHEN PEOPLE USE SPECIFIC KEY WORDS
ON SITES LIKE GOOGLE, YAHOO, AND BING,
THE SOUTHERN OAKS INN COMES UP
RIGHT NEXT TO THOSE RESULTS.
YOU'RE GONNA BUY BRANSON, YOU'RE GONNA BUY BRANSON HOTELS,
YOU'RE GONNA BUY THAT THEATER ACROSS THE STREET.
YOU'RE GONNA BUY ALL SEARCH TERMS IN YOUR AREA.
BUT AD WORDS ALONE DON'T GUARANTEE
THE MAXIMUM AMOUNT OF TRAFFIC TO A HOTEL'S WEB SITE.
YOU TOLD ME YESTERDAY
YOU DO WEB SITE OPTIMIZATION.
OH, I DON'T.
BUT YOU PAID SOMEBODY TO.
YEAH, WE DID.
SHOOT THEM.
OKAY.
I CAN'T FIND YOU.
IF YOU HAVE ORGANIC SEARCHES THAT YOU COME UP TO THE TOP
WHEN PEOPLE ARE LOOKING FOR BRANSON HOTELS,
THAT'S WHERE YOU WIN. YOU'RE DOING THINGS THE OLD WAY.
THAT'S WHY YOU'RE EMPTY.
I FEEL LIKE I'VE BEING GIVEN A TEST
THAT I WAS NOT TRAINED TO DO.
AND I WANT TO DO IT,
AND I WANT TO DO WELL.
I MEAN, AT NIGHT, I READ EVERY ARTICLE I CAN,
ON HOTELING,
AND I'M JUST TRYING TO UNDERSTAND IT.
IT'S A HUGE STRESS.
DON'T YOU SEE WHAT'S HAPPENING?
WHY DID THREE OF THE FOUR PEOPLE
LET THE PERSON WITH THE LEAST EXPERIENCE IN HOTEL BUSINESS
TAKE THE PURSE STRINGS. IT'S ALMOST CRUEL.
SHE WAS THE ONE THAT WASN'T WORKING AT THE TIME.
DID YOU THINK SHE KNEW HOW TO DO IT?
WELL, NO.
WHEN GOOD PEOPLE TRY
TO COME TO WORK EVERY DAY AND DO THEIR JOB
AND NOT BE ABLE TO HAVE THE TOOLS TO DO IT,
THAT MAKES ME UPSET. YOU TOOK CARE OF THE HARD PART.
YOU BUILT A GREAT HOTEL, AND BEFORE I LEAVE,
YOU'LL HAVE ALL THE TOOLS YOU NEED TO CONTROL THIS HOTEL.
I NEEDED TO HEAR ALL THAT, YOU KNOW.
I HAD SOME THINGS GOING AROUND IN MY MIND
THAT I KNEW THAT WE COULD BE DOING DIFFERENT.
I DO FEEL LIKE THERE IS HOPE.
MARKETING IS ONLY ONE ASPECT OF MANAGEMENT
THAT I HAVE TO TURN AROUND,
BUT IN THE MEANTIME, I WANT TO CHECK IN WITH BLANCHE
AND HER TEAM FROM ChazKat PAINTING
AND PRECISION BUILDING SERVICES
TO SEE HOW THE LOBBY RENOVATION IS COMING ALONG.
GOOD MORNING.
HI.
WHAT ARE YOU DOING?
I'M, UH, ORGANIZING THEM TO PUT THEM AWAY.
WHY DON'T YOU JUST THROW THEM IN THE GARBAGE?
THERE'S, LIKE, A MILLION BROCHURES THAT WERE OUT HERE.
ISN'T THERE MORE IMPORTANT THINGS TO BE DOING?
BECAUSE THERE'S ENOUGH TIME,
WE CAN DO IT RIGHT.
OKAY. ALL RIGHT, SHOW ME WHAT YOU'RE DOING.
UH, WE'RE PAINTING...
WHAT COLOR IS THAT, BROWN?
THAT'S PROBABLY MORE OF A PERSIMMON.
PERSIMMON?
YEAH, IT'S KIND OF IN THE CARPET.
THIS HAS A LITTLE BIT MORE OF A BROWN,
LIKE, A GROUNDING EFFECT.
ALL RIGHT, I'M GROUNDED.
I DON'T LIKE THE COLOR...
OKAY.
AT ALL.
IT WILL MAKE THIS LOBBY LOOK LIKE A HUNTING LODGE.
WHY WOULD WE PUT A DARK COLOR ON A WALL
WHEN WE'RE TRYING TO MAKE THE LOBBY LOOK BIGGER?
I DON'T GET IT.
DARK DOES NOT MEAN CLOSED IN. DARK MEANS WARMER.
DON'T TOUCH THE PAINT. DON'T TOUCH IT.
IT DOESN'T LOOK SO BAD UP HERE.
IT'S GONNA BE FINE.
I'M NOT GONNA UNDERESTIMATE YOU, ALL RIGHT,
BUT IT'S A--SHOW ME, 'CAUSE I HAVE A PROBLEM.
OKAY.
WE'RE JUST GONNA HAVE TO SHOW HIM.
BASED ON MY EXPERIENCE WITH RACHAEL AT THE FRONT DESK
AND WITH TRISH IN HOUSEKEEPING,
I'VE LEARNED THAT THIS HOTEL IS UNDERSTAFFED,
AND EMPLOYEES DON'T FEEL COMFORTABLE SPEAKING UP.
APRIL IS THE ACTING GENERAL MANAGER,
BUT SHE'S NOT ACTING LIKE A GENERAL MANAGER.
SO I WANT TO TALK TO YOU ABOUT A COUPLE THINGS.
FIRST OF ALL, WHO IS IN CHARGE OF THIS HOTEL?
I SHOULD BE, THE GENERAL MANAGER,
BUT THERE HAVE BEEN MANY MIXED SIGNALS,
BECAUSE SUE WAS DOWN HERE BEFORE I WAS.
SO WHILE SUSAN'S TAKEN ON THE ROLE OF MARKETING DIRECTOR,
SHE STILL SEEMS TO HAVE A HAND IN RUNNING THE HOTEL,
CREATING FRICTION WITH APRIL.
DO YOU THINK SUE'S QUALIFIED TO RUN
THE OPERATIONS OF THIS HOTEL?
NOT REALLY.
SHE DOESN'T HAVE THE ABILITY
TO MAKE THE HARD, TOUGH DECISIONS.
SO IF I SAID TO YOU
I WANT SUSAN TO BE THE GENERAL MANAGER,
WHAT WOULD YOU THINK?
I'D SAY GOOD LUCK,
AND I'D PROBABLY BE OUTTA HERE.
I'M HERE IN BRANSON, MISSOURI,
AT THE FAMILY BUILT AND RUN SOUTHERN OAKS INN.
A QUIET POWER STRUGGLE IS UNDER WAY
BETWEEN TWO OF THE FOUR OWNERS,
AND I NEED TO STRAIGHTEN THINGS OUT.
DO YOU THINK SUE'S QUALIFIED TO RUN
THE OPERATIONS OF THIS HOTEL?
NOT REALLY.
DO YOU THINK YOU'RE QUALIFIED?
I THINK I CAN DO IT, YES.
SO IF YOU'RE THE GENERAL MANAGER,
THERE'S A COUPLE THINGS WE'RE MAKING MISTAKES ON--
REALLY SERIOUS MISTAKES.
ONE, SECURITY.
AT NIGHT, THERE'S A FRONT DESK AGENT, RACHAEL,
WHO'S VERY NERVOUS.
SHE SAID THAT SHE TOLD THE OWNERS
THAT SHE DIDN'T WANT TO BE LEFT ALONE.
THAT'S NOT TRUE. SHE NEVER TOLD ME THAT.
COULD SHE HAVE TOLD ONE OF THE OTHER OWNERS?
POSSIBLY. SUE GETS INFORMATION,
SHE GOES OUT AND TALKS TO 'EM,
AND SHE WILL NOT TELL ME WHAT THEY SAY.
WHAT I'M FINDING IN THIS HOTEL IS
COMMUNICATION IS INSANELY BAD.
POOR COMMUNICATION EQUALS POOR MANAGEMENT.
IF APRIL WANTS TO BE GENERAL MANAGER,
SHE HAS TO TAKE A MORE ACTIVE ROLE IN MANAGING HER STAFF.
THE EMPLOYEES DON'T KNOW WHO TO REPORT TO,
THERE ARE THINGS HAPPENING AT THE FRONT DESK
THAT YOU DON'T KNOW ABOUT, SO WE NEED TO RESOLVE THAT.
OKAY.
'CAUSE ANYTHING ELSE I GIVE YOU IS NONSENSE
IF WE DON'T RESOLVE THE COMMUNICATION.
OKAY.
APRIL'S NO-NONSENSE PERSONALITY
IS ONE OF THE QUALITIES I LOOK FOR IN A G.M.,
BUT SHE'LL NEED TOTAL SUPPORT
FROM ALL THE OTHER OWNERS TO BE EFFECTIVE.
YOU THINK THEY'LL RESENT YOU?
SUE MIGHT.
I DON'T CARE.
I DON'T EITHER.
BECAUSE THIS IS ABOUT SAVING YOUR HOTEL.
THAT'S ABSOLUTELY RIGHT.
WE GOT A DEAL?
WE DO.
APRIL HAS THE POTENTIAL OF BECOMING A SUCCESSFUL G.M.,
BUT NOW I WANT TO SEE WHAT SUSAN'S CAPABLE OF,
SO I'VE DEVISED A LITTLE CHALLENGE.
I WANTED TO SHOW YOU
A ROOM THAT I INSPECTED YESTERDAY.
IT FEELS OUTDATED.
YES.
THE FURNITURE'S IN RELATIVELY GOOD SHAPE,
THE CARPET IS IN GOOD SHAPE, BUT THIS BEDSPREAD--
YEAH.
IF I CAN BURN EVERY BEDSPREAD LIKE THIS IN AMERICA, I WOULD.
I WOULD HELP YOU.
AND ALSO, THIS PICTURE--
UH-HUH.
EVERY HOTEL IN AMERICA IN 1979 HAD THIS PICTURE.
ACTUALLY, WE GOT THAT FROM ANOTHER HOTEL...
OKAY.
AFTER THEY DID THEIR UPDATES. THAT'S THE TRUTH.
THIS IS SOMEBODY ELSE'S GARBAGE.
YEAH, THAT HAPPENED A LOT.
SO I THINK IT'S TIME FOR AN UPDATE.
I AGREE.
THE GOOD NEWS IS THAT I'M GONNA ALLOW YOU THE TIME
TO TAKE A LOOK AT THIS ROOM AND SEE WHAT YOU CAN DO
TO UPDATE IT INEXPENSIVELY,
SO YOU CAN COPY IT 141 TIMES.
OKAY.
THE BAD NEWS IS, I HAVE NO MONEY FOR YOU.
OKAY.
THIS IS WHAT I'VE BEEN WANTING TO DO FOR A LONG TIME,
SO YOU'VE GIVEN ME PERMISSION. THANK YOU.
WELL, TELL ME ABOUT THAT.
WHEN I TAUGHT, I TAUGHT INTERIOR DESIGN
AND FAMILY CONSUMER SCIENCES.
ALL RIGHT, SO YOU HAVE THE EXPERIENCE TO DO THIS?
YEAH.
WELL, I'LL LET YOU HAVE AT IT.
OH, EXCITING. HERE WE GO.
I PROMISED APRIL
I'D GET A CONSENSUS AMONG THE OWNERS
TO GIVE HER THEIR FULL SUPPORT TO RUN THE SOUTHERN OAKS INN,
BUT UNLESS I CAN RESOLVE THEIR COMMUNICATION ISSUES,
THE HOTEL IS DOOMED.
THE REASON I CALLED YOU INTO HOUSEKEEPING
IS BECAUSE THIS IS KIND OF MY OFFICE.
PEOPLE THINK I'M A HOTEL FIXER.
NO, I TURN AROUND TEAMS.
AND WHEN I'M TALKING TO EMPLOYEES AROUND THE HOTEL,
EVERYBODY REALLY IS CONFUSED OF WHO THEY REPORT TO.
WE NEED TO DEFINE ROLES.
WHAT DO YOU THINK YOUR JOB SHOULD BE?
MARKETING, DEFINITELY THAT.
SO MARKETING.
YES.
OKAY. WHAT'S YOUR JOB?
MAKE DAY-TO-DAY DECISIONS.
YOU'RE THE GENERAL MANAGER.
YES.
HOW DO YOU FEEL ABOUT BEING THE GENERAL MANAGER?
I DON'T THINK I HAVE THE SUPPORT.
FROM?
EVERYBODY IN FAVOR OF APRIL BEING THE GENERAL MANAGER
RAISE YOUR HAND.
I HAVE A PROBLEM.
I CAN TELL THIS IS WALLPAPER.
YOU'RE GONNA SEE SEAMS.
THIS THING'S STILL HERE?
IT'S MY THIRD DAY IN THE FAMILY FUN CITY OF BRANSON, MISSOURI,
AND I'M WORKING TO KEEP THE OWNERS
OF THE SOUTHERN OAKS INN
FROM LOSING EVERYTHING THAT THEY BUILT.
RIGHT NOW THEY HAVE A SERIOUS DECISION TO MAKE.
WILL THEY UNANIMOUSLY SUPPORT
APRIL AS THE TRUE G.M.?
EVERYBODY IN FAVOR OF APRIL BEING THE GENERAL MANAGER
RAISE YOUR HAND.
YOUR TEAM SUPPORTS YOU.
PROOF'S IN THE PUDDING.
I CAN SEE THERE'S STILL TENSION.
DO YOU THINK APRIL SHOULD BE THE GENERAL MANAGER?
IN THIS SITUATION, YES.
NOT IN THIS SITUATION--
YEAH.
CAN SHE BE THE GENERAL MANAGER, YES OR NO?
I THINK SHE CAN.
IN MY LIFE,
PEOPLE HAVEN'T SUPPORTED ME ALL THE TIME...
MM-HMM.
BUT I'VE HAD TO STEP UP.
SHE'S GONNA HAVE TO MAKE SOME DECISIONS
THAT ARE GONNA *** YOU OFF SOMETIMES.
YES.
IT DOES BOTHER ME SOMETIMES WHEN APRIL SAYS
"SO AND SO SAID THIS, OR DID THAT," AND I SAY,
"WELL, WHO SAID IT?" "WELL, THEY DIDN'T WANT ME TO TELL."
IT DOESN'T MATTER TO ME
WHAT KIND OF PETTY GRUDGES THE OWNERS HOLD AGAINST EACH OTHER.
WHAT MATTERS TO ME IS THAT THEY CLEAR THE AIR
SO THEY CAN GET ON WITH MORE IMPORTANT BUSINESS,
LIKE RUNNING A HOTEL.
WE'VE ALL BEEN IN THOSE SITUATIONS,
AND THE ONLY WAY I KNOW OUT OF THAT SITUATION
IS TO TALK TO PEOPLE ABOUT IT.
MM-HMM.
MY PERSONALITY, IT'S EASIER JUST TO LET THINGS GO
AND NOT SAY ANYTHING.
THERE'S A LOT OF LOVE HERE, I THINK.
RIGHT.
SO WHY SHOULD A BIG GUY LIKE THAT CARRY AROUND
THIS LITTLE THING THAT REALLY HURTS HIS HEART?
HE SHOULDN'T.
SO WHY DOESN'T HE COME AND TALK TO ME ABOUT IT?
YOU'RE A LITTLE SCARY.
I SHOULDN'T SCARE HIM. HE KNOWS ME.
YOU HAVE A STYLE ABOUT YOU THAT'S VERY CLOSED.
YOU WANT PEOPLE TO KIND OF LET DOWN,
AND THEN YOU'LL DECIDE HOW YOU CONTROL THAT SITUATION.
IN-FIGHTING IS A BIG REASON
THAT ONLY 40% OF FAMILY-OWNED BUSINESSES
SURVIVE INTO THE SECOND GENERATION.
THERE'S GOT TO BE A SYSTEM OF TRUST.
WHAT WAS THE MOST IMPORTANT THING
WE LEARNED FROM THIS MEETING?
TALK.
COMMUNICATION.
MM-HMM.
SO THE GENERAL MANAGER APRIL IS GOING TO SET
REGULARLY SCHEDULED OWNER MEETINGS...
OKAY.
AS OFTEN AS NECESSARY TO BE ABLE TO COMMUNICATE
AND RUN THIS HOTEL PROPERLY.
OKAY.
THANK YOU VERY MUCH. LET'S GO BACK TO WORK.
TO HAVE SOMEONE THAT IS SUCH AN EXPERT IN THIS FIELD
TO THINK I CAN DO THIS, IT MEANS A LOT.
PEOPLE DON'T USUALLY OFFER THAT MUCH TO STRANGERS.
ANTHONY DOESN'T FEEL LIKE A STRANGER ANYMORE,
BUT IT'S JUST OVERWHELMING THAT HE WOULD CARE
TO HELP US THAT MUCH.
NOW I NEED TO CHECK IN ON BLANCHE
TO SEE HOW THE LOBBY RENOVATION IS COMING ALONG.
I LIKE THIS COLOR, SO YOU WERE RIGHT ONCE AGAIN.
I HAVE A PROBLEM.
WHAT'S YOUR PROBLEM?
I CAN TELL THIS IS WALLPAPER.
OF COURSE YOU'RE GONNA TELL IT'S WALLPAPER.
YOU'RE GONNA SEE SEAMS.
LOOK AT THIS. LOOK.
WELL, IT STILL HAS TO GET PATCHED. THEY'RE STILL WORKING.
OH, SO WE'RE GONNA PATCH THIS?
YEAH.
ALL RIGHT, LET'S GO DOWNSTAIRS.
ALL RIGHT, I STILL SEE MY BROCHURE RACK'S STILL HERE.
WE'RE IN THE MIDDLE OF CONSTRUCTION,
SO THAT'S NOT GONE YET.
DON'T PUSH IT OVER, 'CAUSE I JUST PAINTED.
I DON'T WANT TO RUIN OUR JOB.
CAN I JUST PULL IT OUT, THOUGH?
WELL, OKAY. OKAY, THERE YOU GO.
THAT'S NICE. THAT'S GOOD.
BLANCHE HAS LESS THAN 24 HOURS TO GET THIS LOBBY READY
FOR THE WEEKEND BUSINESS,
AND LET'S JUST HOPE THERE IS SOME.
OKAY, ANTHONY, I'VE GOT SOMETHING TO SHOW YOU.
I GAVE SUSAN THE CHALLENGE TO UPDATE ONE ROOM.
THE CATCH IS SHE NEEDED TO DO IT CHEAPLY ENOUGH
TO UPDATE ALL THE ROOMS IN THE HOTEL.
SHE WAS UP LATE INTO THE NIGHT TO GET THE JOB DONE.
THIS IS REALLY NICE.
IT FEELS LIKE A DIFFERENT ROOM.
(laughs) IT DOES.
THAT'S MY FAVORITE COLOR.
AS SOON AS I WALKED IN,
THE FIRST THING THAT DREW MY EYE WAS THAT COLOR.
SO SHOW ME WHAT YOU DID.
I FOUND A DUVET COVER WITH MATCHING PILLOW SHAMS.
I ADDED PILLOWS AND ANOTHER SHEET.
I LIKE IT.
BY UPGRADING FROM OLD BEDSPREADS
TO CONTEMPORARY DUVETS,
SUSAN IS KEEPING HER HOTEL COMPETITIVE,
ALLOWING HER TO CHARGE THE MAXIMUM AMOUNT
FOR HER ROOMS.
I'M REALLY IMPRESSED, BUT THERE'S ONE THING
THAT REALLY ANNOYED ME.
I'LL BE RIGHT BACK.
(gasps) OH, YES.
A COUPLE PURPOSES FOR MY BIG IRONING BOARD AND MY IRON--
WHEN I'M TRAVELING, MY STUFF GETS WRINKLED.
I DON'T HAVE TO BOTHER YOU.
I WON'T BURN YOUR BEAUTIFUL NEW BEDSPREAD.
EVERY SINGLE ROOM HAS TO HAVE AN IRON
AND AN IRONING BOARD.
VERY GOOD.
HOW MUCH DID THIS COST YOU?
UNDER $300.
AND THIS IS ALL YOU NEED! CAN YOU REPLICATE THIS?
QUITE EASILY.
YOUR SPECIALTY IS WORKING WITH PEOPLE,
AND YOUR SPECIALTY IS DESIGN.
IT WAS REALLY FULFILLING TO SEE SOMETHING COMPLETED
AND IT WORKED.
RIGHT.
YOU CHALLENGED ME. THAT'S WHAT IT TAKES.
I'M SO PROUD OF SUSAN. SHE DID SUCH A GREAT JOB--
RIGHT COLORS, THE RIGHT BEDDING,
BUT NOW I'M GOING TO UP THE ANTE.
THEIR INDOOR HEATED POOL CAN COST UPWARDS OF $20,000 A YEAR
TO MAINTAIN, AND WITH SUCH A CRITICALLY LOW OCCUPANCY RATE,
SUSAN'S GOT TO FIND A WAY TO MAKE IT WORTH THE EXPENSE,
BUT FIRST, I HAVE A SURPRISE FOR HER.
YOU NOTICE ANYTHING DIFFERENT?
I NOTICE THOSE TACKY SIGNS ARE GONE.
WELL, WHAT DO YOU SEE?
I SEE THE POOL.
AND I NOTICE THAT THERE'S A NICE SIGN THERE.
IT SAYS THE HOURS OF OPERATION.
RIGHT.
THAT'S ALL YOU NEED, AND HERE'S THE WATER. JUMP IN.
YES.
BECAUSE A GUEST, WHEN THEY'RE SEARCHING,
THEY'RE LOOKING FOR THIS POOL, OKAY,
AND THAT'S YOUR GREATEST AMENITY.
I HAVE ANOTHER SURPRISE FOR SUSAN
THAT'S GONNA TURN THIS POOL INTO
THE HOTEL'S GREATEST MARKETING TOOL
AND ULTIMATELY GENERATE MORE ADVANCED RESERVATIONS.
I WANT PEOPLE TO FIND YOU AND BOOK YOU
BECAUSE OF YOUR GREAT AMENITIES.
IT'S A CLEAN HOTEL, IT'S CLOSE TO EVERYTHING,
BUT I DON'T SEE THAT WHEN I GO TO YOUR WEB SITE,
SO MY TEAM AT OPEN HOSPITALITY IN NEW YORK CITY
WERE WORKING ALL NIGHT.
OH, MY GOODNESS.
(gasps) OH, BEAUTIFUL. LOOK AT THAT.
I SEE WHERE YOU CAN BOOK. IT'S RIGHT THERE IN FRONT OF YOU.
THINGS THAT I CARE ABOUT-- THERE'S A POOL,
AND WHERE DO I BOOK?
PEOPLE MAKE A DECISION IN TEN SECONDS.
MM-HMM.
40% OF ONLINE SHOPPERS WON'T WAIT MORE THAN 3 SECONDS
FOR A WEB PAGE TO LOAD,
SO BY OPTIMIZING THEIR WEB SITE TO LOAD FASTER
AS WELL AS REDESIGN THEIR HOMEPAGE,
THE SOUTHERN OAKS INN WILL DRIVE AND RETAIN MORE ONLINE TRAFFIC.
NOW THE GLASS ON THE DOOR IS CLEAR...
YEAH, IT IS.
AND NOW YOUR WEB SITE IS CLEAR.
HOWEVER, IF I DIDN'T GIVE YOU A CHALLENGE,
I JUST WOULDN'T FEEL RIGHT.
SO YOU AS THE MARKETING PERSON,
YOUR REAL STRONG POINT IS PEOPLE.
MY CHALLENGE IS FOR YOU TO COME UP WITH
ACTIVITIES HERE AT THE POOL
SO PEOPLE SET THEIR SCHEDULES AROUND YOUR ACTIVITIES...
YEAH.
FAMILY THINGS THAT BRING FAMILIES TOGETHER.
SO YOU HAVE WORK TO DO.
THERE'S ONE PERSON ON YOUR PROPERTY
THAT I ALMOST CALLED THE POLICE.
JASON, ENTER STAGE LEFT, PLEASE.
(cheering)
READY?
READY.
WOW.
IT'S BEAUTIFUL.
I'M IN THE MIDWEST VERSION OF THE VEGAS STRIP--
BRANSON, MISSOURI,
WHERE THE STRUGGLING SOUTHERN OAKS INN
IS ABOUT TO BE REVITALIZED,
AND I'M STARTING WITH HOUSEKEEPING.
HOW ARE THE HARDEST-WORKING PEOPLE IN THE HOTEL BUSINESS?
GOOD.
EXCELLENT.
DOING GOOD.
I'M SEEING DOUBLE.
(both) YES.
OBVIOUSLY YOU'RE TWINS.
(both) YES.
ARE YOU NEW?
(both) YES.
(laughing)
YES. WE WERE TALKING ABOUT SAVING PAYROLL.
YOU'RE CLONING YOUR STAFF.
(laughing)
YOU'RE NOT WEARING A UNIFORM AT ALL.
NO, WE JUST STARTED.
NOW THEY'RE LOVELY PEOPLE...
RIGHT.
BUT I DON'T KNOW WHO THEY ARE IF THEY DON'T HAVE A UNIFORM ON.
THERE'S ONE PERSON ON YOUR PROPERTY
THAT REALLY STOOD OUT TO ME...
OKAY.
THAT I ALMOST CALLED THE POLICE.
(laughing)
I DIDN'T KNOW WHAT--YOU KNOW WHO I'M TALKING ABOUT?
WE KNOW WHO. (laughing)
JASON, ENTER STAGE LEFT, PLEASE.
(laughing and cheering)
SO WHAT DO YOU THINK?
IT'S NICE.
GOOD.
GREAT.
ME, TOO. I LOVE IT.
HE LOOKS PROFESSIONAL.
PUT THAT IN.
(laughing)
ALL RIGHT, I'M NOT GONNA LET YOU HANG.
JASON.
YAY.
THANK YOU. THANK YOU.
I DON'T KNOW IF THESE ARE THE RIGHT SIZES,
BUT HERE YOU GO. YOU GET A SHIRT AND YOU GET A SHIRT.
OH, THANKS.
YOU GET YOUR OWN SHIRT.
AWESOME.
SO NOW YOU'RE REALLY GONNA LOOK ALIKE.
(both) YES.
ALSO, TRISH, SHE'S GOT TO STAND HER GROUND,
AND YOU HAVE TO ALLOW HER TO DO THAT.
SO DO YOU FEEL GOOD ABOUT THAT?
YES, I DO.
OKAY, I WANT YOU TO SHAKE ON IT.
OKAY. (laughing)
UNIFORMS DON'T MAKE THE HOTEL. COMMUNICATION DOES.
SHE'S THE BOSS.
YOU BET.
YOU TAKE THE LEAD. JASON, KEEP DOING WHAT YOU'RE DOING.
KEEP THE HAT OFF YOUR HEAD.
THANK YOU VERY MUCH. I APPRECIATE IT.
(all) THANK YOU.
APPRECIATE IT.
VERY EFFICIENT.
GET BACK TO WORK.
EARLIER, I GAVE SUSAN A CHALLENGE
TO DRIVE GUESTS TO THE HEATED INDOOR POOL.
IT'S BY FAR THE HOTEL'S GREATEST ASSET.
NOW I WANT TO SEE IF SHE'S ABLE TO DELIVER.
WHAT'S GOING ON?
G 58.
GOT IT!
GOT IT?
BINGO--IT'S EASY TO SET UP AND FUN FOR THE WHOLE FAMILY.
KIDS LOVE BINGO. YOU KNOW, IT CONNECTS WITH PRIZES.
(woman) B 13.
GOT IT.
GOT IT.
IT'S A WIN-WIN SITUATION.
N 41.
BINGO!
(laughing)
CONGRATULATIONS.
FAMILIES CAN COME TOGETHER FOR FREE ENTERTAINMENT
AND THE HOTEL GAINS ARE LOYAL CUSTOMER BASE.
SEE, THIS IS FUN. THEY COME OUT OF THE POOL FOR A FEW MINUTES,
THEY PLAY. I LIKE THIS.
YEAH, IT'S GREAT.
YOU DON'T HAVE TO HAVE SOMETHING BIG AND FANCY.
NO.
IF SUSAN APPROACHES ALL HER MARKETING CHALLENGES
WITH THE SAME POSITIVE ATTITUDE AND CREATIVITY,
SHE WILL SUCCEED IN HELPING TO TURN THIS HOTEL AROUND.
WHILE MAINTENANCE AND HOUSEKEEPING RUSH
TO TAKE CARE OF ALL THE PROBLEMS I FOUND,
BLANCHE AND HER TEAM FINISH THE LOBBY RENOVATIONS
JUST IN TIME FOR THE WEEKEND BUSINESS,
BUT I CAN'T WAIT FOR THE OWNERS TO SEE IT FIRST.
READY?
READY.
COME ON IN. HERE WE GO.
I'M READY.
OKAY, HERE WE GO.
OH, WOW. WOW.
IT'S BEAUTIFUL. ABSOLUTELY BEAUTIFUL.
OH, MY. THIS IS NICE.
THE WORK THEY DID IN THE LOBBY IS JUST UNBELIEVABLE.
IT'S BEAUTIFUL, NOTHING I WOULD HAVE EVER DREAMED OF.
WHEN I WALKED IN, I SAID, "YES, THE COLOR IS HERE."
I LOVED IT AND ALL THE MIX OF COLOR AND HOW IT FLOWED.
IT LOOKS LIKE SOUTHERN OAKS INN.
OH, MAN.
FANTASTIC.
(laughing)
WE KEPT THE ESSENCE...
MM-HMM.
OF WHAT YOU ESTABLISHED HERE 20 YEARS AGO.
I LOVE IT.
YEAH, THE LIFE.
I LOVE GETTING RID OF ALL THOSE RACKS.
THOSE RACKS.
I HATED THOSE. I HATED THOSE.
NOT AS MUCH AS I DID. I WRESTLED AND THEY LOST.
UH, GOOD.
OKAY?
OOPS.
YES, I'M HAPPY.
I CAN'T DO THIS BY MYSELF. IT TAKES A GREAT DESIGNER.
BLANCHE.
DO YOU GUYS LOVE IT?
OH, MY GOODNESS.
BEAUTIFUL.
OH, I'M GLAD.
I LOVE IT. IT'S FANTASTIC.
(Anthony) SHOW 'EM WHAT YOU DID.
(Blanche) SO THIS IS A LITTLE SEATING AREA.
I JUST FRESHENED IT UP, ADDED SOME HEIGHT.
THE PROBLEM THAT ANTHONY AND I BOTH SAW OVER HERE
WAS THAT WHEN YOU WERE ON THE COMPUTER,
EVERYBODY SAW YOUR BUSINESS.
WE JUST MADE IT, LIKE, A HALF-WALL, SEE,
AS ANTHONY IS SHOWING YOU.
(laughing)
SO NOW YOU CAN PLAY YOUR GAMES HERE,
AND THEN IF YOU GO AROUND TO THE OTHER SIDE...
(Susan) OH, MY GOODNESS.
OH, SO NICE.
THIS IS EXACTLY WHAT WE NEEDED.
(April) YOU OUTDID YOURSELF.
WHAT DO WE HAVE HERE, LADIES?
WELL, WE HAVE A PIE.
WORKED IN A LOT OF HOTELS,
NO ONE'S EVER GIVEN ME A PIE BEFORE.
YOU CAN BRING IT ANYWHERE.
SOUTHERN HOSPITALITY IN THE OZARKS.
OKAY, THIS FAMILY HAS TO BE DIRECT, HONEST,
AND COME FROM A PLACE OF TRUTH,
AND YOU ARE GONNA HAVE YEARS OF SUCCESS.
I'M GONNA GO BACK TO NEW YORK.
I'M GONNA SAY, "HOW Y'ALL DOIN'?"
AND I'M GONNA SAY, "YOU TALKIN' TO ME?"
NICE.
"HOW YOU DOIN'?"
YOU DO THAT GOOD, MAN.
(laughing)
THE EXPERIENCE WITH ANTHONY HAS BEEN WONDERFUL.
I LIKE HIS DIRECTNESS.
HE SAW SOME THINGS IN ME THAT MADE ME FEEL LIKE,
OKAY, I CAN DO THIS. I'LL WORK MY HARDEST.
ENJOY YOUR STAY...
IT WAS VERY SATISFYING TO COME IN AND TO HELP THEM.
WITH COMMUNICATION, WITH NEW TOOLS,
WITH A REFRESHED LOBBY AND RENOVATED ROOMS,
I TRULY BELIEVE THE SOUTHERN OAKS INN
IS ON ITS WAY TO THE NEXT LEVEL
AND THIS HOTEL CAN BE IN THE FAMILY FOR GENERATIONS.
♪♪♪