Embracing the Journey of Leadership in Hospitality

Running a hotel is not for the faint of heart. As someone who's been immersed in the world of hospitality, I know that every day brings its own set of challenges—moments of doubt, fear, and the occasional seemingly insurmountable problem. But here’s the thing: these struggles are what shape us as leaders and ultimately define our success. Below, I share some key takeaways that have been instrumental in navigating this journey. I believe they can resonate with fellow hoteliers who are on a similar path of leading their teams and properties to success.

1. Embrace the Struggle: Hotel Leadership is Full of Challenges

The journey of running a hotel is not easy. Every hotelier faces moments where the challenges feel overwhelming—whether it’s a sudden drop in occupancy, an operational crisis, or the constant pressure to stand out in a competitive market. But it’s important to remember that this struggle is not just part of the job; it’s where growth happens.

Perseverance is the key to success. The most successful hotel leaders I know are the ones who’ve weathered the storms, learned from their mistakes, and come out stronger. Remember, setbacks are temporary, and each challenge presents an opportunity to refine our processes, innovate our services, and improve our operations. Surround yourself with a strong support network—peers, mentors, and trusted team members who can offer guidance and help share the burden when times get tough.

2. Make Tough Decisions and Own the Consequences

Running a hotel often means making hard decisions with incomplete information. Whether it’s choosing between investment in new technology, handling staff cutbacks, or responding to a guest crisis, these decisions can bring overwhelming psychological pressure.

Courage is essential. The ability to make decisions quickly and stand by them is crucial for long-term success. However, transparency with your team is equally important. Sugarcoating issues or avoiding tough conversations will only erode trust. Be honest about the risks and challenges. And when mistakes happen—and they will—treat them as learning opportunities. Encourage a culture where failure is a step toward success, not something to be feared.

3. Build a World-Class Team and Foster a Strong Culture

One thing I’ve learned over the years is that great hotels are built by great people. You can’t do it all alone, and having the right team makes all the difference. When hiring, I prioritize strength over lack of weakness. I look for people who excel in specific areas rather than those who are simply "good enough" across the board.

Setting a high standard of excellence and holding everyone accountable is crucial, but equally important is fostering a culture of collaboration, diversity of thought, and continuous learning. Recognize and reward those who go above and beyond, and invest in their growth. This not only boosts performance but also keeps your best talent with you.

4. Prioritize People, Products, and Profits—In That Order

In the hospitality industry, people are everything—your employees, your guests, your partners. Take care of your team first. When your staff feels valued and supported, they are more motivated to deliver exceptional service, which in turn keeps guests happy and loyal.

The quality of your product—your hotel, its services, and experiences—should be the second priority. Continuously refine, innovate, and improve what you offer. When you get the people and product right, profits will follow. This long-term approach builds sustainable success.

5. Lead with Vision, Ambition, and Relentless Execution

One of the most important aspects of leadership is articulating a compelling vision. As a hotelier, your vision is what will inspire and motivate your team. It’s important to paint a clear picture of where your hotel is heading and why it matters, whether that’s becoming the best boutique hotel in your city or creating unforgettable guest experiences.

But vision and ambition alone aren’t enough. You need to back it up with relentless execution. Develop systems and processes that enable your team to turn ideas into reality, and ensure that your team is aligned with the strategy and goals you’ve set.

6. Master the Art of Scaling Your Hotel

As your hotel grows, new challenges will arise. The organizational structure that worked when you were a smaller operation may no longer be effective. Scaling requires adapting your processes, upgrading your technology infrastructure, and finding the right balance between specialization and flexibility.

Make sure your systems are scalable—standardize core processes, invest in tools that can handle growth, and create clear roles and reporting structures. This ensures that as your hotel expands, you maintain efficiency and quality without burning out your team.

7. Adapt Your Leadership Style to Changing Circumstances

In hospitality, there are times of "peacetime"—when everything is stable and growing—and "wartime"—when crises hit, whether that’s a global pandemic, economic downturn, or another unexpected challenge. The best hotel leaders are those who can adjust their leadership style to suit the climate.

During peacetime, focus on expanding opportunities, fostering creativity, and investing in growth. In wartime, your focus shifts to survival, quick decisions, and decisive actions. Developing the versatility to lead in both situations is a skill every hotelier needs to cultivate.

8. Balance Accountability and Creativity in Management

One of the biggest challenges as a leader is balancing accountability with fostering creativity. If you’re too strict on performance and numbers, you risk stifling innovation. But if you allow complete creative freedom, you might lose control over operations.

Encourage your team to take smart risks. Give them the freedom to experiment with new ideas and approaches, but also establish clear expectations and measurable goals. When mistakes happen, focus on learning from them instead of punishing failure. This creates a culture where continuous improvement thrives.

9. Navigating the Complexities of Selling or Expanding Your Hotel

Finally, as your hotel grows, you may face the decision of whether to sell or expand further. This is a deeply personal decision and one that depends on market conditions, your competitive position, and your long-term vision.

Evaluate the potential of your market—are you still early on in a large, growing market? If so, it might be worth continuing to scale. However, timing and valuation are critical. Sometimes, holding out for future growth can yield significantly higher returns than selling early.

Running a hotel is a challenging but deeply rewarding journey. Every day presents new opportunities for growth, learning, and innovation. By embracing these key principles, I believe we can continue to lead our hotels to greater heights, creating memorable experiences for our guests while building strong, sustainable businesses.

Want to Be Part of Mentor Hotelier? Here Are Ways You Can Help:

• Join the Mentor Hotelier Community: Subscribe to our newsletter and join a vibrant community where you’ll learn innovative strategies and discover the latest digital tools to improve your hotel’s productivity and streamline the workflow of your entire team.

• Every Successful Hotel Has a Story to Tell: I understand the challenges of managing a hotel—I come from a family of hoteliers. So every week, I interview hoteliers and managers, from boutique hotels to large chains, to share their stories and insights with our community. Would you be open to a quick chat to share your experience?

• Group Consultations with Fellow Hoteliers: Join our group consultation sessions, where we gather periodically as a community of hoteliers. These private, small-group consultations allow us to share challenges, insights, and strategies, working together to find tailored solutions for your hotel.

• Collaborative Team Training and Implementation: As part of the Mentor Hotelier community, we work together to create resources that help train your teams and implement the latest tools. Whether it's for improving operations or enhancing guest experiences, our collective efforts ensure everyone benefits from shared knowledge and support.