Editorial Board   Guest Author

Ms. Obstler

Nancy Obstler

General Manager, Charlotte Concord Golf Resort & Spa

Nancy Obstler serves as a hotel general manager for Alpharetta, Georgia-based Atrium Hospitality, which is ranked one of the nation's largest hotel owners and operators. Since 2015, she has been in her current role as general manager of the Embassy Suites by Hilton Charlotte Concord Golf Resort & Spa in Concord, North Carolina.

The 2018 TripAdvisor® Certificate of Excellence designated property is particularly special to Ms. Obstler, as she was part of the 2006 pre-opening and 2007 opening teams. She served as director of sales for many years at the 308-suite property, during which time the hotel received several performance-based honors. Under Ms. Obstler's direction, the hotel has been recognized with the Embassy Suites by Hilton Brand's Make a Difference Award more than once and with the Brand's Sales Team of the Year Award on multiple occasions. The area Chamber of Commerce has acknowledged the property with several awards for community service.

Early in her career, Ms. Obstler was a pastry chef but got a taste for operations, which she feels is her true calling. Before serving in general manager roles, she gained experience as director of food and beverage and director of sales for Southeast and Northeast hospitality assignments. Her impressive 28-year career also includes her role as general manager of the 275-room/suite Renaissance Charlotte Suites Hotel in North Carolina.

 With a blended background in food and beverage, sales and operations, Ms. Obstler drives home a focus on exceptional guest service. She works to create a balanced workplace environment to provide for happy and healthy associates.


Please visit http://www.atriumhospitality.com for more information.

Ms. Obstler can be contacted at 704-455-8200 or nancy.obstler@atriumhospitality.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.