At the tail end of the COVID-19 pandemic, this opening was unique. We were operating in a shifting landscape, and regulations were changing even as we opened. This lodge is much larger than the others I opened, with over 500 rooms and significantly larger dining spaces. It was a very challenging opening as the post-pandemic culture had created major shifts in the landscape for us, significantly changing guest and employee behavior.

Shortly after their opening, the manager of the full-service restaurant and their Food & Beverage Director had left. I was asked to return to the property and serve as the restaurant manager. Unlike a stand-alone location, the fast-casual and full-service operations are intimately entangled. During my three weeks on site, I worked very closely with the manager of the fast-casual businesses to uplift employee morale and improve NPS scores.