Hurricane, Pandemic, Resilience: One Resort's Remarkable Journey

Katja Kunz shares how Pink Shell Beach Resort has turned challenges into opportunities through a family-oriented culture, guest-focused improvements, and community support following multiple hurricanes including the devastating Ian in 2022.

• Born and raised in Germany, transitioned from travel agent to hotel management with a master's degree
• Started at the front desk before moving into sales, then revenue and marketing director roles
• Core philosophy centers on "making memories" as the primary job of every employee
• Recovered from Hurricane Ian's 17-foot storm surge by housing FEMA residents while rebuilding
• Builds loyalty by including amenities others charge for (beach chairs, breakfast, kayaks) based on guest feedback
• Promotes conservation through turtle preservation and partnership with Captains for Clean Water
• Creates special moments through small touches like shell bags at check-in and towel animals in rooms
• Current revenue strategy prioritizes occupancy over rate to support the entire island's recovery
• Values transparent communication with monthly "Brownies with Bill" sessions for employee feedback
• Advises hospitality career seekers to "take whatever job you can get" and remain open to opportunities

Find Pink Shell here:
www.pinkshell.com

Find Hovr here:
gethovr.com

[00:00:00] Resort Culture and Value Proposition
[00:04:43] Katya's Journey in Hospitality
[00:09:10] Front Desk to Revenue Management
[00:18:10] Navigating Through Multiple Disasters
[00:25:10] Creating a Family Environment
[00:31:30] Beach Restoration and Hurricane Recovery
[00:38:10] Personal Travel Experiences
[00:43:00] Making Memorable Guest Experiences