Among the key managers within the InterContinental Hotel Group was Byron Calhoun, a self-made man, who at the age of 14 took his first job in a hotel. Having worked for the Radisson Hotel in Minneapolis, together with a University of Chicago professor, he made a discovery about the hotel industry years ahead of its time: "Employees only perform at their best when they feel the security of knowing precisely what their jobs consist of, and why each element of their work is necessary. Training was the key...