Lynn Mohrfeld
President & CEO

Early in my career, tourism was once described as people traveling, looking around, spending money, and going home happy.  And it was our job and obligation to send them home happy. 

Now that flying has been reduced from being the glorious start to a travel experience to merely transportation that is most often a dreadful experience, most of our visitors’ first taste of hospitality is when they arrive at our properties.  It’s that first greeting, whether from a valet or at the front desk, that defines the basis of a guest’s initial impression. 

The current economic conditions have shown us that customer service and hospitality make good business sense.  With fewer customers, competition for those remaining customers has brought hospitality roaring back.  (Not everything can be solved by lowering room rates.)

Employees can clearly see the correlation between customer service and returning guests and, ultimately, their paycheck.  Suddenly, with fewer guests and more choices for those limited number of guests, service is a differentiating factor and hospitality makes a difference.

Everyone at CH&LA, from the volunteer leadership to an excellent staff, is looking out for your investment by being the voice of the industry, providing networking and educational opportunities, keeping you informed, and saving you money.  Protecting your rights and promoting your interests so you can focus on doing what you do best – taking care of your guests – is why CH&LA exists today.  Together, we can and are affecting change.

We do what we do for you, so you can do what you do – make guests happy.  Let’s send them home happy.