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What happens when you build a workplace so strong, your talent never quits?
CX Passport Live sits down with Metropolis Resort GM Sara Abbott to unpack how a clear hiring philosophy and intentional talent development fuel consistent quality and operational success.
Recorded live at The Alliance Mastermind Event… packed with lessons every service leader can use.

5 insights from Sara
• Why hiring kind people creates a foundation for quality and consistency
• How Metropolis turns first time workers into reliable, long term contributors
• The business value of Metropolis University and its life skill approach
• Why human hospitality still wins even when digital efficiency is tempting
• How leadership behaviors shape a culture that strengthens retention

CHAPTERS
0:00 Welcome to CX Passport Live
0:36 Meet Sara Abbott and Metropolis Resort
1:50 What Sara notices first in any resort
3:43 How Metropolis University began
6:53 Life skills that strengthen retention
7:55 Hiring young workers who stay
10:59 Building a culture of kindness
12:28 Growing leaders from within
15:56 First Class Lounge
23:42 Keeping hospitality human in a digital world

GUEST LINKS
Metropolis Resort https://metropolisresort.com/
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).