organizational solutions, llc


Two ‘Airs’ You Need to Understand

Guests check in to a hotel

Customer service makes an impact right from check-in.

We’ve been training and providing staff development for years, and we’re excited to share our experiences and offer advice right here on the Corbett & Ross blog. Our specialty is training within hospitality and tourism, but we also bring with us deep knowledge in the areas of domestic violence and diversity. If you’re a GM at a hotel or tourism company, or a business owner looking to improve performance, we’ll be bringing you current content that you can use, share, and hope your competition doesn’t see.


Our goal is to provide insight and to build a resource that you can tap into weekly for a management tip or a useful piece of industry news. We’ve trained all types of businesses and we’ve seen a lot of things that will help you direct your staff more effectively in order to provide the best possible service to your customers.


Here’s a taste of the topics we’ll be covering in upcoming posts:

– Management tips and activities you can try with your staff today

– Improving the guest experience

– How to retain your staff

– Infrastructure in the industry

– Thought leaders in professional development

– Happenings in the New York State Hospitality & Tourism Industry

– Industry news, opportunities and risks

– Social media: the good and the bad

– Training in the workplace: diversity and domestic violence

Events to meet Corbett & Ross, and upcoming publications

– Technology

– Things we’ve got to show you and the best resources to find out more


Today, we’re giving you a quick review on the event we just attended. We’ll try to pack your bags with some knowledge about opportunities and threats in the hospitality and tourism industry. Last month, we attended the 2015 Legistlative Roundtable Breakfast, held at the Albany Marriott, which was a great way to get out there and see what industry professionals are saying about the role that tourism plays in creating jobs and driving local tax revenue. We heard a lot of great success stories, and we also heard about the challenges people are facing.

The Two ‘Airs':

Two of the issues raised were backed by an audible nodding of heads from the rest of the crowd: the airport not being conducive to the tourism industry, and the threat of Airbnb to area hotels. Although these points were made with Albany in mind, businesses in cities all over the country are dealing with these same problems.


Airbnb, recently befriended by Warren Buffet, has had huge implications for lodging businesses around the world. With more competition for rooms, hotels have been forced to lower rates in order to compete.



Albany International Airport handles more than 2 million annual visitors

As for airports, regional growth demands the airports keep up in order to facilitate more visitors coming to the area and spending money throughout the region. Any airport improvement needs to be backed up by a strong destination marketing plan, and the two come together to help improve the economies of small and medium-sized cities. There is a feedback mechanism at play here, and many financial analysts believe that upgrades to regional airports will in turn attract more corporations to the nearby cities. Just a few days ago, The Greater Newark Convention & Visitors Bureau partnered with airports around the world to spotlight the city as a global destination.


Can hotel owners get their nearby airports immediately revamped? Probably not, but they can train their staff on how to explain the city’s resources like the airport and other transportation infrastructure. Can tourism destinations advocate for hotels?  Can they help visitors see the difference in experience they’ll be getting in an established accommodation over an unregistered and unprofessional Airbnb rental? The answer is yes, but there haven’t been very many attempts at it.


The City of Grand Rapids, Michigan, adopted a program that trained staff at hotels and convention centers on a unique curriculum built for the city, which empowers the staff to act as ambassadors to tourists who are looking for information on local attractions. This is just one example of a staff training that looks to provide tourists with solutions. While airport infrastructure and Airbnb policies won’t change overnight, tourists will use their wallets to decide where to go and stay, and they will remember if their choices came with a complimentary and professional, frontline staff.

Does your business feel an impact from airport travel or Airbnb?  Let us know in the comments.



Scott Corbett

Scott Corbett

1 Comment

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