Hiring for Heart, Turning "Opportunity Guests" into Advocates, and Avoiding Counterfeits with Jimmy Peña

What does it take to select and lead people who can deliver authentic hospitality at the highest level? In this episode, we learn from Jimmy Peña, a private estate manager in Beverly Hills and a former member of the Ritz-Carlton quality audit team, who helped shape service excellence across Forbes 5-Star and AAA 5-Diamond properties. Jimmy shares why hiring for heart and hustle is non-negotiable, how he frames service recovery by training teams to see “opportunity guests” instead of “problem ...