In this episode, we sit down with Nick Nations, Director of Rooms at Hotel Polaris, to explore how genuine care, communication, and technology combine to create unforgettable guest experiences. Nick shares his philosophy on hospitality, why personality and compassion matter more than processes, and how his team leverages both tech and heart-first service to delight guests.

Whether you’re in hospitality leadership or simply love great service stories, this episode is packed with insights you won’t want to miss.

Topics We Cover:

• Why genuine personality and compassion matter more than experience when hiring.
• Balancing technology with personalized, human-centered hospitality.
• How daily team stand-ups and feedback loops improve consistency and service recovery.
• Turning guest interactions into long-term memories and even PR opportunities.

Watch the FULL EPISODE on YouTube: https://youtu.be/gFtpadQlH0U
 

Join the conversation on today's episode on The Modern Hotelier LinkedIn page
The Modern Hotelier is produced, edited, and published by Make More Media

Links:
Nick on LinkedIn: https://www.linkedin.com/in/nick-nations-78699534/
Hotel Polaris | A Colorado Springs Hotel: https://www.thehotelpolaris.com/

For full show notes head to: https://themodernhotelier.com/episode/208

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Connect with Steve and David:
Steve: https://www.linkedin.com/in/%F0%9F%8E...
David: https://www.linkedin.com/in/david-mil.