Each year on September 1, the American Hotel & Lodging Association celebrates National Hotel Employee Day, recognizing the more than 2.2 million professionals whose work keeps the nation’s hotels and travel industry running. While guests often remember the memorable vacations, milestone celebrations and exceptional service, those experiences are made possible by employees across every department, from housekeeping and engineering to food and beverage, sales and the front desk.
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This year’s theme, “A Place to Start. A Place to Grow,” reflects the true heart of hospitality: a welcoming environment where people from all backgrounds can begin, grow and build meaningful careers. The hotel industry offers more than 200 career paths, and more than half of all hotel general managers began in entry-level positions.
Across Arizona, many of today’s hotel leaders have followed that very path, building rewarding careers one promotion at a time and demonstrating that in hospitality, the journey from an entry-level role to the executive office is not the exception, but part of the industry’s story.
Here are just some of their stories:
Tiffany Poole, director of catering and events
Arizona Biltmore, LXR Hotels & Resorts
Poole got her start in the industry in 2002 as a pool attendant at Pointe Hilton Tapatio Cliffs Resort.
Over the past 20-plus years, she has worked in several roles – including a fun coordinator, hostess, front desk agent, PBX operator, group reservations coordinator and event manager – before taking on her current role in 2018.
As the director of catering and events at the Arizona Biltmore, Poole has the privilege of leading a team of 23 talented professionals who create memorable experiences and exceptional events every day at the Arizona Biltmore. Their passion, dedication, and commitment to excellence are what make every celebration and gathering truly unforgettable.
“The possibilities in hospitality are endless. While I’ve been fortunate to build my career and work my way up right here in the Valley, this industry truly gives you the opportunity to go anywhere in the world and pursue almost any role within a hotel or resort,” said Poole. “Early in my career, I had the opportunity to work across several departments, giving me invaluable perspective on the guest journey and a deeper understanding of what it takes to create exceptional experiences.”
Those experiences ultimately led Poole to discover her passion for catering and events.
“Today, it’s incredibly rewarding to lead a talented team that brings legendary celebrations to life at the Arizona Biltmore, where every event is an opportunity to create lasting memories in one of the country’s most iconic resort settings.”
Linda Ding, general manager
Ding’s hospitality journey began in 2012 as a housekeeping extern at the Sheraton Grand Chicago Riverwalk. What started as an entry into hotel operations quickly became a passion for creating exceptional guest experiences and developing high-performing teams.
Throughout her more than 20-year hospitality career, Ding has held progressive leadership roles, including director of rooms at Estancia La Jolla Hotel & Spa and director of operations at the Sheraton San Diego Hotel & Marina, before taking on her current role in early 2026.
As general manager of the new upscale Denū Hotel & Spa in downtown Phoenix, Ding oversees the hotel’s daily operations, guest experience, team leadership, financial performance and strategic direction. Her leadership philosophy is centered on service, mentorship and continuous growth
“Hospitality is about serving others, but it’s also about continuous learning, teamwork, and personal growth. Some of the best leaders in our industry began in hourly positions, and I hope our team sees Denū as a place where they can grow, thrive, and build a future they’re proud of,” said Ding.
Jack Miller, regional vice president anf general manager
Miller got his start in the industry in 1973 as a dishwasher at Atlantis Beach Lodge in Florida. As the hotel needed other positions like bellman, doorman, cook and room attendant, Miller was quick to take on the challenge — learning what the hotel business was about along the way.
Over the past 40 years, he has worked in several roles – including being the youngest general manager in the history of InterContinental Hotels at 22 years old – before taking on his current role at the Fairmont Scottsdale Princess in 2009.
As the regional vice president of Fairmont Hotels and general manager of Fairmont Scottsdale Princess, Miller oversees all hotel operations and is best known for establishing Christmas at the Princess – the largest and most attended Christmas event in the Southwest.
“This industry rewards people who are willing to start at the bottom and learn every job along the way and stay humble. That’s exactly what I did, and it’s why I believe hospitality is one of the few businesses left where hard work still gets you anywhere you want to go,” said Miller.
Carlos Morales, general manager
Andaz Scottsdale Resort & Bungalows
Morales got his start in the industry in 1987 as a busser at the University of Massachusetts Amherst hotel restaurant.
Over the past 40 years, he has worked in several roles – including as director of food and beverage at multiple Hyatt properties and general manager at Hyatt Centric Key West and Royal Palms Resort & Spa – before taking on his current role at the Andaz Scottsdale Resort & Bungalows in 2022.
As the general manager, Morales oversees all aspects of operations at the 23-acre, mid-century modern retreat, with a focus on service, quality and operational excellence.
“My hospitality journey started with a dream to travel, meet new people, discover destinations, and collaborate with others to create exceptional guest experiences,” said Morales. “Along the way, I discovered a passion for achieving results and developing people to reach their goals.”
Ronen Aviram, vice president and general manager
Aviram got his start in the industry in 1996 as a bellman at Clarion Hotel in Mount Laurel, New Jersey.
Over the past 30 years, he has worked in several roles – including as front office manager of Four Seasons Resort Jackson Hole, director of rooms at Fairmont Scottsdale Princess, director of operations at Fairmont Dallas, hotel manager of Swissotel Chicago – before taking on his current role at Hotel Valley Ho in 2016.
As the vice president and general manager, Aviram oversees every facet of the Hotel Valley Ho’s operations, — from guest experience and team leadership to budgeting, design, capital improvements, revenue management and property performance for all of the vested stakeholders — ensuring the hotel operates efficiently while delivering exceptional hospitality.
“While my master’s degree provided a strong foundation for my career, I believe the most valuable experience came from working across a variety of departments early on. Those hands-on opportunities gave me a well-rounded understanding of the industry and prepared me to lead successful teams. Staying flexible and committing to learning something new every day has been instrumental in my own career growth, while also allowing me to mentor and develop others along the way.” said Aviram.
Andrew Chippindall, vice president and general manager
Chippindall got his start in the industry in 1989 as a bellman at Rockman’s Regency Hotel in Melbourne, Australia.
Over the past 25-plus years, he has worked in several roles – including as front desk, front office manager, banquet director, night club manager, director of rooms, and general manager of Hotel Valley Ho – before taking on his current role at Mountain Shadows in 2016.
As the vice president and general manager, Chippindall oversees all aspects of the resort’s daily operations, ensuring exceptional guest experiences while leading team members, managing financial performance, and driving the property’s overall success.
“The travel and hospitality industry offers an exciting and rewarding career filled with creativity and endless possibilities. It gives you the opportunity to work anywhere in the world, meet fascinating people, and build a career doing what you love.” said Chippindall.
Brent Graef, managing director
Graef got his start working in the industry in 1992 as a valet parking attendant at Mayfair House Hotel in Coconut Grove, Florida. However, his actual introduction to the industry came much earlier, when he was a kid living where his father worked at iconic resorts: Caneel Bay in the US Virgin Islands, Little Dix Bay in the British Virgin Islands and Kapalua Bay on Maui.
Over the past 35 years, he has worked in several roles including multiple food and beverage positions from busboy to maître D’ at Boca Resort, front office at the Regent Beverly Wilshire, front office and housekeeping at the Fairmont Scottsdale Princess, director of rooms at the Four Seasons Palm Beach, Fairmont Orchid, The Phoenician, and director of operations at Hotel Valley Ho before moving to Sedona in 2022 to open Ambiente.
As the managing director, Graef leads the team at the two MICHELIN Key Ambiente and Dark Sky Lofts.
“At the luxury level, our industry is all about people. Take great care of your team and then they will take great care of your guests. Simple to say, but difficult to create and maintain that culture. I am where I am today because I had great mentors who invested in me, coached me when I made mistakes, and now it is my turn to pay it forward to the next generation of leaders,” said Graef. “We are in an industry that, regardless of your background, if you invest the time and are positively engaged, you can achieve great success. Great staff follow great leaders.”
Sumner Myers, director of food and beverage
The Phoenician, A Luxury Collection Resort, Scottsdale
Myers got her start in the industry in 2001 as a dishwasher in Bedford, New Hampshire.
Over the past 25 years, she has worked in several roles – including as senior manager of rooms operations and senior manager of luxury operations, US West, Canada and French Polynesia – before taking on her current role at The Phoenician in 2026
As the director of food and beverage, Myers oversees the restaurant venues and bar operations at the resort, recreation and resort programming.
“My career began behind a dish machine, not behind a desk. Hospitality taught me that titles don’t define potential—attitude, passion, and perseverance do. That’s why I invest so much time in developing young talent. I want every associate, regardless of where they start, to understand that this industry offers limitless opportunities for those willing to embrace the journey,” said Myers.
Rob Goins, general manager
Omni Scottsdale Resort & Spa at Montelucia
Goins got his start in the industry in 2000 working the front desk at Charlotte Marriott Executive Park, which was part of Marriott’s management program designed for recent college graduates.
Over the past 26-plus years, he has built a diverse operational background through progressive leadership roles across the hospitality industry. During his tenure with Omni Hotels & Resorts, Rob served as director of rooms at Omni Charlottesville Hotel, Omni Charlotte Hotel, and Omni Grove Park Inn. He later advanced into general manager roles at Omni Austin Hotel at Southpark and Omni La Costa Resort & Spa, followed by serving as resort manager at Omni Barton Creek Resort & Spa before taking on his current role at Omni Scottsdale Resort & Spa at Montelucia in 2022.
As the general manager of Omni Scottsdale Resort & Spa at Montelucia, Goins has the privilege of leading the resort’s day-to-day operations, cultivating an exceptional team culture, and ensuring every guest experience reflects the property’s commitment to luxury, hospitality, and personalized service.
“Success in hospitality isn’t about where you begin, it’s about your commitment to serving others, continuously learning, sharing what you’ve learned through mentorship, and embracing every opportunity to grow. For those entering the hospitality industry, my biggest piece of advice is to have patience. Careers are built one experience, one challenge, and one opportunity at a time,” said Goins.
John Ault, general manager
Ault began his hospitality journey at the Ritz Carlton Laguna Niguel where he worked as a busser in the bar/lounge area back in 1986.
Over the past 40 years, Ault has worked in dozens of positions in the industry, including banquet server, formal dining server, formal tea server, pool server, room service server, doorman, bellman, bell-captain, valet parking, housekeeping, laundry, and security. And this is before a laundry list of management positions until taking on his current role as general manager of Hotel Solaya, which opened earlier this year.
At Hotel Solaya, Ault has the privilege of overseeing all operations at the hotel and ensuring its recent launch in the Old Town market positions the hotel as a staple hotel and entertainment venue in the community.
“The industry provided me with confidence in many aspects of business from accounting, sales, leadership, operational process and standards, public speaking, leading teams, and mentoring others to grow in their career,” said Ault. “My journey has been filled with so many fond memories of co-workers, mentors, guests, and visitors that have all made some impact on my life and career. I could write a book or create a podcast with hotel stories of the rich and famous as well as the stories of everyday people that I have met.”
