"One of the dangers of the future is the manager becoming more and more an administrator. There are certain hotels now where the general manager is never seen. I believe you cannot sit in your office and ignore what’s going on."

"I don’t understand [moving] key staff or managers [between properties]. [Companies] should not move them. As a manager you are like an ambassador— you have to meet key people. To move a manager is a danger."

"I believe a hotel is like a living creature—it has eyes, it has a mouth, it has ears to hear... and these are things that should be remembered. If a client is arriving and he doesn’t look happy, [staff members] should find out why. The staff has to learn how to look at the clients and make them happy."

"I’ve learned how to treat the staff. If you ignore [staff members], they become uncooperative. You must treat them in a human way. The staff is a vital element of a hotel."

"If I examine my career, I really don’t know why I became famous. Probably it’s the fact that I always loved people. You have to like people in order to be loved by them."