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Molly Marr is a human resources professional with over 15 years of experience in the hospitality industry. She has previously held impactful roles at The Walt Disney Company and as a Director of People and Culture with Four Seasons Hotels and Resorts. Her strengths include talent acquisition, employee relations, and performance management. Outside of work, Molly is a devoted mother, wife and coach who enjoys spending time by the ocean.
In the world of hospitality, every interaction holds the potential to create lasting memories. People of diverse backgrounds look forward to experiencing hospitality in many different ways. We innately seek positive interactions with others because of how they make us feel. You see hospitality in small locations like a local coffee shop or on your family vacation. It’s an industry where service transcends mere transactions, becoming a genuine expression of care and attention. An industry where a business or brand has the opportunity to engage with its guests and create lasting relationships. At the core of this experience is a dedicated team whose passion and commitment shape the essence of hospitality.
Many people think of hospitality and grand, lavish vacations; however, I have found that the best examples of hospitality are in the connections you make with people, whether it’s your local grocery store or a five-star hotel.
Hospitality isn’t just an industry; it’s a philosophy. It’s about creating environments where guests feel valued, understood, and cared for. Many people think of hospitality and grand, lavish vacations; however, I have found that the best examples of hospitality are in the connections you make with people, whether it’s your local grocery store or a five-star hotel. While living in Florida, our family had our choice in grocery stores; however, like most people, we would go out of our way to find a Publix. This wasn’t in search of lower prices, but for the feeling we got when shopping there. It was for the service and experience the brand provided. This ethos of hospitality is brought to life by teams that have passion and consistently strive to exceed expectations, embracing challenges and seeking innovative solutions to deliver unique experiences.
Over the years, I’ve worked across various segments of the hospitality industry, from established giants to emerging establishments. One undeniable truth stands out– the treatment of our teams directly influences how they treat our guests. It takes motivation, relevant and accessible training, and a sense of belonging to transfer this atmosphere to the guests through those team members. An engaged and supported team is more motivated to go above and beyond, creating memorable guest experiences. As leaders, we must provide a comfortable environment that continuously challenges our teams to push further outside their comfort zone and allow for mistakes in pushing that limit. This does not mean we allow mistakes leading to mediocrity, but instead errors that help guide us to future success and innovation.
As an HR professional, my role extends beyond recruitment and compliance; it’s about fostering a deep connection with the operations team. Understanding the daily challenges faced by frontline team members sets up my team and I to provide customized and impactful support through training and resources. This partnership ensures that teams feel heard, valued, and equipped to handle the dynamic nature of hospitality work. We are thought partners in progressing the business forward, keeping the people in mind.
A culture of open communication is essential to a brand’s overall success. When team members feel their feedback is not only heard but acted upon, it fosters a sense of ownership and pride. Through that ownership, we promote passion and alignment with the company’s prosperity. Making the company’s success ‘our success’ creates that sense of transparency and promotes creativity and growth. This continuous feedback and adaptation lead to improved guest experiences, as teams are empowered to meet evolving expectations with confidence and creativity. This includes encouraging our teams to use technology.
Technology integration is imperative to our continued relevance and growth; however, the human element remains irreplaceable. There is significant discomfort regarding the implementation of technology and the notion that it takes away from personalized experience. When implemented to streamline process and make resources more accessible, it can free up our people’s time to create lasting memories with our guests through presence and creativity. Guests remember the warmth of a genuine smile, a person’s attentiveness to their needs, and the personal touches that make their stay exceptional. These moments are crafted by individuals who are not only skilled but also deeply invested in the wellbeing of others. We should empower and promote our team to further develop in ways that elevate our guest experience by providing our teams with systems that connect and work with one another.
The success of any hospitality establishment hinges on its people. By investing in our teams’ growth, well-being, and recognition, we lay the foundation for exceptional guest experiences. These experiences translate into lasting memories, guest loyalty, and a thriving business. In hospitality, when we nurture our teams, they, in turn, encourage our guests, creating a cycle of excellence that defines the industry.
