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I worked at Madison Concourse Hotel full-time (More than a year)
Everyone working the front line of customer service (front desk, bell, housekeeping) is friendly. The hotel has quite a few corporate contracts that are pretty good at keeping occupancy relatively high throughout the year.
There is a gorge between management and employees that cannot be crossed. They will hire from outside instead of promoting within. Very little room for growth.
Advice to Management
Treat your employees like intelligent creatures with their own ideas, instead of relying on them to fix crisis issues that you created. Groom them to promote them, instead of hiring outside the company and having to introduce some newbie to the culture of the hotel.