Originally Posted by EGW1

Hyndman was in particular good at the finer details (example being the floral displays in the lobby, which are now quite drab in comparison) and I think brought a sense of "MO family", with a slightly more relaxed / friendly management style. She was very present throughout the hotel and easy to approach. The real stars in my opinion are the local managers, often overshadowed by the international management / senior management team. The truly outstanding touches of service and the service moments that create lasting memories I have found almost exclusively to come from the local management team and staff ... the senior managers sometimes strike me (at least optically) as slightly aloof or awkward (possibly too formal), or overly focused on certain guests ... but of course this is very subjective.