Chair of the Board: Letter to Membership
By: Paul Hess | October 2022

As I write to you for the last time as Chairman, I am again filled with optimism and enthusiasm for the future of our industry following the Strategic Planning Meeting held by the Executive Committee. During this meeting, we discussed our tactical plans for the Michigan Restaurant & Lodging Association (MRLA) for the next three years. I am eager to see these plans finalized and put into action as it will be our guiding roadmap to ongoing success as we continue to focus on growth and innovation.
This publication highlights one area that will impact us greatly moving forward; the expansion of technology in the world of hospitality. If you are like me, you may be a bit cautious as you contemplate which technologies will truly benefit your business, and just how much of your time and treasure you should invest in these technologies. While there is no one-size-fits-all answer to this question, I can say with confidence that it will continue to be very advantageous to pay close attention to what is changing, and what solutions are being offered. If technology can be implemented to enhance your operational efficiency, create greater guest experiences, and address the challenges we all face such as rising costs and labor issues, isn't it worth exploring?
A major concern operators face when considering implementing technology is how to do so without losing that human connection and personal touch that our industry is known for. Understanding that these solutions were designed specifically to ease operations and give your staff more time to interact with guests is key. Getting on board with the hospitality evolution can be a bit intimidating at first, but the MRLA is here to help. I encourage everyone to explore the approachable and manageable tech solutions offered by the MRLA and our industry partners. Here are just a few considerations outside of the everyday hospitality tech conversation (in no particular order), for all of us to think about…
This publication highlights one area that will impact us greatly moving forward; the expansion of technology in the world of hospitality. If you are like me, you may be a bit cautious as you contemplate which technologies will truly benefit your business, and just how much of your time and treasure you should invest in these technologies. While there is no one-size-fits-all answer to this question, I can say with confidence that it will continue to be very advantageous to pay close attention to what is changing, and what solutions are being offered. If technology can be implemented to enhance your operational efficiency, create greater guest experiences, and address the challenges we all face such as rising costs and labor issues, isn't it worth exploring?
A major concern operators face when considering implementing technology is how to do so without losing that human connection and personal touch that our industry is known for. Understanding that these solutions were designed specifically to ease operations and give your staff more time to interact with guests is key. Getting on board with the hospitality evolution can be a bit intimidating at first, but the MRLA is here to help. I encourage everyone to explore the approachable and manageable tech solutions offered by the MRLA and our industry partners. Here are just a few considerations outside of the everyday hospitality tech conversation (in no particular order), for all of us to think about…
- The Internet of Things (IoT)
- WiFi 6
- Voice Search & Voice Control
- Mobile Apps
- Service Robots
- Chatbots
- Mobile Check-In
- Contactless Payments
- … and much more
As new technology arises, our customers are going to start to expect to see certain things. This makes hospitality tech essential for living up to customer expectations. Adopting the latest trends also means we can make this progress a continuous feature. It is time to get on board. Falling too far behind the times could make upgrading technology later on more difficult and more expensive.
At the end of the day, we know that all of the technology in the world could not replace our most valuable resource – our employees – who will always be our main focus. With that in mind, note that there are also many tech solutions available to make our employee’s work experience better, more productive, and more enjoyable. So, as we move forward, let us embrace this technological evolution in hospitality, together.
Lastly, as my term as MRLA Chairman winds to a close, I would like to conclude this final message to all of you with a giant heartfelt expression of appreciation. It has truly been an honor to serve our industry in this role. Over these past months, I have personally received many texts, emails and telephone calls of encouragement and support regarding the efforts put forth by the MRLA, and for that I am truly grateful. From a broader and much more important viewpoint, your support of our association throughout its most turbulent time has been nothing short of extraordinary and for that, I am beyond grateful. To the devoted team of professionals in our offices in Lansing who make it all happen, I can only say thank you and that you are the very best. Finally, I am most thankful for the people that I’ve met along the way that have become much more than business associates, so many people have become cherished friends for life… what a great reward in return for giving a little time that was well spent with all of you. Again, thank you for your support, guidance, and friendship.
As always, and with a great deal of optimism, I wish you and your families health, happiness and prosperity.
Paul Hess
Epoch Hospitality Group
MRLA Chairman
At the end of the day, we know that all of the technology in the world could not replace our most valuable resource – our employees – who will always be our main focus. With that in mind, note that there are also many tech solutions available to make our employee’s work experience better, more productive, and more enjoyable. So, as we move forward, let us embrace this technological evolution in hospitality, together.
Lastly, as my term as MRLA Chairman winds to a close, I would like to conclude this final message to all of you with a giant heartfelt expression of appreciation. It has truly been an honor to serve our industry in this role. Over these past months, I have personally received many texts, emails and telephone calls of encouragement and support regarding the efforts put forth by the MRLA, and for that I am truly grateful. From a broader and much more important viewpoint, your support of our association throughout its most turbulent time has been nothing short of extraordinary and for that, I am beyond grateful. To the devoted team of professionals in our offices in Lansing who make it all happen, I can only say thank you and that you are the very best. Finally, I am most thankful for the people that I’ve met along the way that have become much more than business associates, so many people have become cherished friends for life… what a great reward in return for giving a little time that was well spent with all of you. Again, thank you for your support, guidance, and friendship.
As always, and with a great deal of optimism, I wish you and your families health, happiness and prosperity.
Paul Hess
Epoch Hospitality Group
MRLA Chairman