How does Sheila C. Johnson make sure the staff in her hotels pays attention to details?
I’ve seen even the best stop paying attention to detail. That’s the thing that I do not ever want to happen, and that’s why I travel to my resorts. If I see a piece of paper on the floor or a spot on the rug — they say, “How did you see that?” I can spot everything. I will gently get after my staff and say, “Look, don’t let housekeeping drop the ball. It’s important to me.”