COASTE | TAKE FIVE
1 You’ve been part of the hospitality industry for a long time. What is the biggest change you’ve seen over the years? Technology. Once upon a time, it took a phone call to make a reservation. Now you can do it anytime and almost anywhere. With rates published everywhere — Travelocity, Expedia and all those — there’s a lot more competition and with social media, everybody is under the microscope. 2 At the same time, what’s the most important element that hasn’t changed? When a guest comes here for the first time, we don’t know their expectations — but it’s up to us, from our advertising to how we answer the phone to how we welcome them and care for them while they’re here — to imprint such a positive experience on them that when they leave, they want to come back. In a word, hospitality. You’re extensively involved in the tourism industry, publicly and privately. How does Lee County stay competitive in the chase for tourism dollars? When people come to our part of Florida, they want sunshine, beaches and nature. I think a competitive advantage we have, especially here on Sanibel and Captiva, is how we embrace those things. Plus I think the VCB does a great job of selling the beauty and variety of all the different places and unique experiences that Lee County has to offer. Your corporation is a significant contributor to many non-profit community organizations. Where does that commitment to give come from? I think as you grow up, you find mentors who influence you and I had that as it relates to giving. And once you taste how good it is to give, you want to expose your company and your employees to it. It makes you part of the community, it welds you to the community. You’re not just a business taking money and going home, you’re helping people. You’re very hands-on with your resorts. Do you ever plan on slowing down? That’s a good question. My body will tell me I guess, and I have slowed down a little physically. But it’s funny, my mind is still in the game, sometimes I’ll wake up at three or four in the morning with some idea and write it down — you know, if you’re not going forward, you’re not going at all. 3 4 5
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