| | 9HOSPITALITY BUSINESS REVIEWMARCH - APRIL 2026Many people think of hospitality and grand, lavish vacations; however, throughout my career, I have found that the best examples of hospitality lie in the connections you make with people, whether it's the local grocery store or a five-star hotel.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 boutique establishments. One undeniable truth stands out: the treatment of our teams directly influences how they treat our guests. It takes motivation, relevant and attainable training, and a sense of belonging to transfer this atmosphere to the guests through those team members. An engaged and supported team is likelier 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 staff allows HR to provide tailored support through training, resources, or support. 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 vital 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. It creates that sense of ownership and promotes 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.Technology integration today is imperative to our continued relevance and growth; however, the human element remains irreplaceable. Guests remember the warmth of a genuine smile, the attentiveness to their needs, and the personal touches that make their stay exceptional. AI and new systems must be embraced to create streamlined processes, freeing up our people's time to create those lasting memories with our guests. These moments are crafted by individuals who are not only skilled but also deeply invested in the well-being of others. When implemented correctly, we should empower and promote our team to further develop in ways that touch our guest experience by providing our teams with systems that connect and work with one another. We must embrace technology and continue to grow our people in ways that systems lack, which is true, genuine interactions. 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.
< Page 8 | Page 10 >