Meet the Manager
Hilton Garden Inn Charlotte/Ayrsley General Manager Courtney Trott
Charlotte’s Hotel scene is rapidly evolving. Since the Democratic National Convention in 2012, the Queen City has added nearly 3,000 hotel rooms. That increase has led to a highly competitive market where finding top talent is paramount to running a successful hotel. A graduate of North Carolina State University, Courtney Trott has risen rapidly through the ranks of the Hospitality industry. A member of the opening team of the Embassy Suites Charlotte/Ayrsley, Courtney served the hotel successfully in a multitude of roles. She then went on the spearhead the opening of the Tru Charlotte/Ayrsley as the General Manager. Following over a year of successful operation at the Tru, she was promoted to General Manager of the Hilton Garden Inn Charlotte/Ayrsley. I recently had the opportunity to sit down with Courtney to get an idea of what her life is like both inside and out of the Hotel Industry.
What initially interested you in working in the Hotel Industry?
CT: I‘ve always had a passion for travel - some of my best memories growing up involve traveling with my family and staying at hotels. I was fascinated with the wonderful employees at these places; it was amazing that people were paid to create a great experience for others! This lead me to pursue internships and part-time jobs at hotels while I was at NC State, and my experiences at these jobs (though challenging at times) confirmed my desire to work in hospitality.
What do you know now that you wish you knew when you first started?
CT: I wish I had a better grasp on how to put things into perspective. When I first started in the industry, even the smallest issues were big stressors. Now I‘ve realized that I need to trust myself, my team, and our processes to deal with issues. Problems of all shapes and sizes come up every day; I’ve found that a calm, measured, and guest-focused approach to dealing with them undoubtedly gets the best results.
What has changed the most since starting in the Industry?
CT: It’s really incredible how much has changed in the 9 years I’ve been in hotels. Technological advances, changes in travelers’ wants and needs, and change spurred by market competition are just a few. I think the latter is the biggest - from hotel giants creating new brands and overhauling loyalty programs to the massive success of alternative options like AirBnb and Vrbo, the landscape of the industry is very different today than it was when I started. I’m very excited about all the new options that are available to guests, and more proud than ever to be a part of the industry-leading Hilton family.
List three adjectives you think your team would use to describe you.
CT: Passionate, focused, loyal.
What is one fun or surprising fact your team might not know about you?
CT: I’m sure that hardly any of my team knows this about me, but I was a competitive cheerleader for over 10 years. This certainly qualifies as surprising as I’ve been told more than once that I’m not a very “peppy“ person. Also, I’m not the most coordinated person you’ll meet. Some of my current and former coworkers can recount stories where I’ve gotten some bumps and bruises on the job. I’m sure they would be surprised to learn I could once do backflips with ease!
What are you looking forward to professionally?
CT: I’ve always enjoyed expanding my knowledge base and taking on new challenges. I had the opportunity to open a Tru by Hilton in 2017, one of Hilton’s newest brands. That brand and others like it represent a big and creative shift in the industry. On the technology side, Digital Key and the looming Connected Room function are amazing services for our guests and will come with their own set of challenges and learning opportunities that will allow me to change and grow as our properties do!
Who has inspired you in your life, and why?
CT: So many people have inspired me, but my dad has done so more than anyone. I watched him lead a successful career in corporate America - emphasis on “lead.” The conversations I’ve had with his team and coworkers over the years have always been striking. So many of them have been effusive in praising his hard work and tenacity, but the thing that struck me most was their compliments of him personally. Many spoke of his ability to motivate and inspire those around him and always maintain a positive attitude. I can only hope to hear people speak of me half as highly as they speak of him.
What qualities should a team leader have?
CT: Confidence, candor, empathy, and approachability. I have worked with and for many leaders throughout my career, and those who best demonstrated these qualities have created the best and most inclusive environments.
What would be your ideal way to spend the weekend?
CT: Trying new things! Whether that‘s visiting a recently opened restaurant, a neighborhood I haven’t explored before, or doing a new hike, I love to create new memories with friends and family!