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Executive Spotlight:
Q&A with Brian Miller, Vice President of Sales
Q: What was your first job in hospitality?
A: I started out selling golf packages in Myrtle Beach for what was then Myrtle Beach National, part of the Brittain portfolio, which owned and operated 22 golf courses.
Q: Did you always know you’d end up in hospitality?
A: Not at all. I actually started in finance—specifically the mortgage industry—right out of college. I ran branches all over Cleveland and the New England states. But after the 2008 crash, I was ready for something new. A friend invited me to work at the golf package business in Myrtle Beach, and one thing led to another. Before I knew it, I was running that business, building our call center, and eventually taking on group and vacation sales.
Brian Miller
Vice President of Sales
Q: What sets Brittain apart operationally?
A: Our call center is definitely one of our strongest differentiators. We’ve built a really efficient, high-converting operation—I’d say it’s one of the best out there. We also take a proactive approach. Our agents don’t just wait for calls; they follow up on leads and reach out to past guests to encourage them to return.
Q: How do you see AI impacting your work?
A: We’re already piloting a voice AI program with a company called PolyAI. We have a working model and are now waiting to integrate it with our telephony system. I see AI as the future of call centers—maybe not replacing human reps completely, but making them more efficient by assisting with sales and service.
Q: What are your core guiding principles?
A: Always be honest. Even if it’s brutally honest, that kind of clarity is valuable. Also, give and accept constructive feedback—it’s essential. And I work out every day. That’s non-negotiable for me. It keeps me mentally and physically prepared for everything else.
Q: What advice would you give to someone just starting in the hospitality industry?
A: Show up every day ready to give 110% and always be open to new opportunities. If you’re consistent and curious, you’ll get noticed.
Q: What’s a mistake you’re glad you made?
A: Early in my career, I passed on an opportunity to move to Atlanta and take over a new region. I was close-minded about it and chose to go back to Cleveland instead. Looking back, that region ultimately did very well, and I probably would have succeeded there. Still, that decision ultimately steered me toward where I am now, so it worked out.
Q: If you weren’t in hospitality, what would you be doing?
A: Probably something in finance. That’s where I started, and I still enjoy it.
Q: Dream vacation—money’s no object. Where are you going?
A: Vietnam or Japan. I’ve never been to Asia and would love to explore those places.
Q: A book that changed your life?
A: There are so many books out there, and I read as much as I can. I think it’s important to read a variety of books. You never know what you can get from them. Some of my favorites: Zero to One by Peter Thiel, Principles by Ray Dalio, Five Rings by Miyamoto Musashi, and Range by David Epstein. If you want something fun, try Chaos by Tom Oneil.
Q: What job had the most impact on your career?
A: When I was in Rhode Island, I was opening mortgage branches across five states. I was relatively young, but it taught me how to build teams and lead with minimal oversight. It really shaped how I approach leadership today.
Q: Who are your business heroes?
A: I don’t know if I have heroes, but Elon Musk is an interesting person. We need people like him pushing boundaries.
Brittain Resorts & Hotels (BRH) is a full-service hospitality management company providing multi-layered expertise in all disciplines of hotel and resort operations. Since 1943, BRH has been enriching the lives of its team members, guests, partners, and the communities they serve by providing exceptional guest experiences, a supportive work environment, and superior returns. With over 4,700+ rooms, suites, and condos in the portfolio, the company currently operates 30+ hotels and resorts and 45+ restaurants & bars within the United States.
Media Contact:
Patrick Norton
Chief Marketing Officer
Phone: (843) 282-7359
[email protected]
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