| | 8 HOSPITALITY BUSINESS REVIEWNOVEMBER 2025IN MY OPINIONBy Molly Marr, VP of HR Excellence, AVE by Korman CommunitiesIn the world of hospitality, every interaction holds the potential to create lasting memories. People of all 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. A business can engage with its guests and create lasting relationships. At the core of this experience lies a dedicated team whose passion and commitment shape the essence of hospitality.Hospitality isn't just an industry; it's a philosophy. It's about crafting environments where guests feel valued, understood, and cared for. Many 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. I always think back to living in Florida. We had our choice in grocery stores; however, most people would go out of their way to find a Publix. This wasn't for their lower prices but for the feeling people 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 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 Molly Marr is a human resources professional with over 15 years of experience in the hospitality industry. She has held impactful roles at The Walt Disney Company and is an HR Generalist at Four Seasons Hotels and Resorts in Orlando. Her strengths include talent acquisition, employee relations, and performance management. Outside of work, Molly is a devoted mother, wife and animal lover who enjoys spending time by the ocean.PEOPLE FIRST: HOW TEAM ENGAGEMENT ELEVATES GUEST EXPERIENCESMolly Marr
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