Eleanor Erickson is something of a hotel unicorn. She spent the first 22 years of her career at the same hotel, rising from the front desk to regional director in the process. After wrapping up that chapter, Eleanor is now a hotel culture consultant and coach who helps properties bridge the gaps between brand identity and local operations. Susan and Eleanor talk about fried chicken vs. pizza, combing through trash, and how to keep cool when guests are acting, well, crazy.