Why Human Connection is Still the Strongest Strategy

As Market Director of Catering with McKibbon Hospitality, Allison Schmidt oversees four high-volume properties in downtown Asheville, NC, representing three brands; AC Marriott, Aloft Marriott, Moxy Hotel Marriott and Kimpton Hotel Arras (IHG). Each brand offers distinct experiences, creating new opportunities every day in the fast-paced world of group events. Allison enjoys understanding each clients’ goals and ensuring their program aligns with the right property and brand. She approaches every event like a puzzle waiting to be solved, and takes pride in being a part of the finished product that guests get to enjoy.

Through this article, Schmidt discusses the lasting success in hospitality comes from balance; blending innovation with genuine connection, and caring for teams as deeply as guests. It’s a reflection on leading with humanity in an industry built on creating joy.

Raised in a Home of Warmth, Now Building Experiences that Feel the Same

Hospitality was ingrained in me at an early age, where our welcoming family home flourished in  being a place of comfort and peace for all. I later learned there was a career field where I could  embrace that same spirit to create memorable experiences and offer genuine service to others.

I went to Auburn University with the sole intention of majoring in Hotel and Restaurant  Management. After graduating cum laude a semester early, I moved to Chicago to pursue my  career. I began working in elite member-owned country clubs and quickly developed a passion  for private events with the details and logistics surrounding those events. From member events and corporate golf outings to weddings and bar/bat mitzvahs, I was drawn to the challenge of  executing unique, meaningful experiences.

When I moved to Asheville and became a Conference  Services Manager at Biltmore Estate, I confirmed my love for corporate event planning and  crafting memorable experiences. 

Holding the Wheel Steady: Why Trust and Communication Drive Every Successful Event

Event planning requires a keen eye for detail, time management and organization. Our clients’  needs constantly evolve, and by providing space for their ideas and collaboration, we build trust  and confidence in the execution. My team and I approach every event as if it’s our only priority,  ensuring each client and guest feel valued and cared for – an essential ingredient to any event’s  success.

Internally, streamlined communication is key. I once heard that the catering and event services  team is the center of a bicycle wheel, with each spoke representing a different department. We  touch every aspect of a program — from client expectations and food and beverage to guest  services, parking, housekeeping and vendors. Success depends on keeping each spoke aligned  through communication, understanding and empathy. When we balance needs and challenges  with perspective, trust naturally follows.

Effective time management also depends on using tools and technology wisely. Setting yourself  up for success before diving into a program creates space to connect with clients and your  team. Before detailing events, I assess the overall picture to anticipate potential challenges and  prepare solutions that best support everyone involved. After each program, we evaluate  outcomes to identify key takeaways and opportunities for growth, using surveys with both clients  and internal teams to gain feedback from both perspectives. Continuous learning strengthens  our operations and deepens relationships.

The Power of We

With my catering team, I prioritize open communication through daily and weekly check-ins to  address priorities and challenges. Creating a transparent, collaborative environment leads to a  stronger, happier team. I stand firmly behind my team, and each member knows we are united  in ensuring the success of our properties.

It’s not the power of me, it’s the power of we.

Together, we listen, guide and refine each detail. Once we have the full picture, our operations  team is empowered to deliver that same high level of service from start to finish. When  everyone understands the client’s priorities and feels ownership of the outcome, excellence  follows. Mutual respect and connection ensure that we remain aligned with the goals of each  program and guest.

Using Innovation to Strengthen Service, Not Replace It

Technology continues to transform our industry — from sales systems and online tools to AI.  Using these tools to our advantage enhances efficiency and improves service. I stay current on  industry trends and innovations, exploring what can streamline our operations and better meet  client expectations. Not every new advancement will suit every team, but an open mindset allows us to adapt and grow. Embracing change and education keeps us competitive, creative  and profitable.

Keeping the Joy in the Job

I’ve always liked the quote, “If you love what you do you, you’ll never work a day in your life.”

Yet in hospitality, that is sometimes easier said than done.

Our profession demands more than excellent service. We’re often magicians, therapists, problem-solvers and artists all at once.  Understanding the importance of healthy boundaries and realistic expectations helps maintain balance and longevity in this field. When we care for ourselves and our teams as much as we care for our guests, we preserve passion and purpose. Hospitality is not just a job; it’s a calling rooted in connection, empathy and creating joy for others.

When that passion is nurtured, it allows us to continue loving what we do every single day.