May 23, 2005 - Tom Poehailos' first experiences in the hospitality industry began early and in the kitchen.

"I was 13 years old. I had a job as a dishwasher at a yacht club in Connecticut where I grew up," said Poehailos, who now is general manager of the Crowne Plaza hotel in Macon.

"The general manager of that yacht club had talked to me about hospitality as a career," Poehailos said.

That humble beginning and a manager's interest in him as a young employee forever impressed Poehailos, shaping his leadership style, he said.

His reputation for enhancing customer service by building employee morale and being a visible and involved leader is why the Macon Crowne Plaza's owner, Lodgian Inc. of Atlanta, recruited him in September from a Pennsylvania Crowne property.

"We had a large hotel that was struggling, and it fit Tom perfectly," said Paul Hitselberger, a Lodgian regional vice president.

Hitselberger said before Poehailos' arrival at the Crowne Plaza, "It struggled with business, revenue and service delivery."

"We want to be a solid business partner to the Macon community," Hitselberger said.

And the Crowne's stance in the community and market has become even more important now that Macon's city and business leaders have launched serious talks about bringing another conference hotel to downtown.

Poehailos said he is concerned about how another conference hotel -- a few blocks away from the Crowne on First Street in the city's downtown -- would affect the occupancy rates of his and other smaller hotels.

He said the Crowne Plaza's average occupancy rate is 50 percent to 55 percent, same as most hotels in Macon. He said the Macon market's occupancy rate is 10 percent to 12 percent below the national average.

Janice Marshall, president and CEO of the Macon-Bibb County Convention & Visitors Bureau, said the average occupancy rate of all Bibb County hotels in 2004 was 54.9 percent. For other Georgia hotels in areas comparable to Macon, the occupancy rate averages higher at 63.9 percent, she said.

Marshall said the city -- and even the Crowne Plaza -- will benefit from having a second conference hotel downtown near the Macon Coliseum and Wilson Convention Center on Coliseum Drive.

With the planned 250-room, $35 million Centreplex hotel, Marshall said, it would help the city's ability to attract conventions with 500 to more than 1,000 delegates. Those attendees could fill it and spur business for the Crowne Plaza and other hotels, Marshall said.

Poehailos said the Crowne Plaza depends heavily on conferences, and as its new general manager, he will need to pursue attracting large, high-traffic events, he said.

The 16-floor hotel has served as the main site and lodging for Cherry Blossom Festival, Tour de Georgia and arena football game events. Poehailos said he also wants to partner with the Macon Centreplex to provide lodging and banquet facilities for large events.

Poehailos said he and his staff are preparing for what may come.

"(We're) being aggressive in our sales effort," he said. "The sales team is increasing efforts to build loyalty" with conference groups and business clients.

From employee pep talks to serving on the boards of the Macon Symphony Orchestra and Macon-Bibb County Convention & Visitors Bureau, Poehailos said he is working to improve the Crowne Plaza's reputation.

Local business leaders said they have noticed his efforts and a difference in the hotel from top to bottom.

"I've been real impressed with him," said Chip Cherry, president of the Greater Macon Chamber of Commerce.

"The last general manager has never tried to establish roots in Macon. (Tom) has become engaged (in the community)," Cherry said.

In addition, Poehailos has the added challenge of leading Macon's largest hotel through a $4 million to $5 million cosmetic makeover this year. He wants the hotel to earn a four-diamond rating, usually awarded by AAA.

"Growing up in the Northeast the most part of my life ... I've noticed that Macon is a small, tight-knit community, and that its people want to support you," Poehailos said.

Poehailos said he knows the relationship he has with the local community and his 150 employees will be factors in the hotel's success.

Hotel concierge Gretchen King, who began working at the hotel nine years ago, said Poehailos has the right attitude to succeed and has earned her respect.

King said the hotel's employees haven't always had good morale and guidance in the past.

"It was in a little slump," King said as she took a break from serving a customer in the hotel's lounge.

She said Poehailos doesn't mind rolling up his sleeves to assist an employee -- no matter the task.

"Tom is a people person. He cares about his employees. He visits with all employees," King said.

King said her and fellow employees' morale has "done a 180."

"There was a time when you came to work and you didn't know if you had a job or not. (Poehailos) lets us know where we are, and he lets us know the (customer service and performance) scores for the hotel," she said.

Looking to the future, King said she thinks the hotel and staff will be fine.

"When guests walk in now, even they can tell we have a new GM," King said.

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