The luxury hospitality environment is dynamic and often unpredictable, requiring leaders to navigate challenges, whether it's adjusting to changing guest expectations, managing a diverse team, or responding to unforeseen circumstances.

We are in a fortunate business with significant growth potential, but this growth will depend on the people who bring it to life. One important aspect that differentiates today from the past is humility; guests now share their opinions online and have a stronger voice. At the same time, disruptors such as OTAs, Airbnb, and luxury brands entering hospitality have reshaped the landscape.

Cultivating a growth mindset is essential for adaptability. It encourages GMs to embrace discomfort and setbacks as opportunities for learning and improvement. Those who take responsibility for their decisions while remaining flexible in their approach can effectively adjust plans and move forward. (For inspiration, I recommend Surrounded by Setbacks by Thomas Erikson) This resilience not only strengthens leadership abilities but also fosters a positive, proactive culture within the team. Celebrating the WOW moments, learning from guest incidents, and acting on team feedback are all critical for success.

Ultimately, adaptability allows GMs to stay ahead in a competitive landscape and deliver exceptional service consistently. Whether it’s a new hire on their first day or a colleague with 30 years of experience, equipping team members with the knowledge and tools they need to succeed is a must.

Finally, effective management of stakeholders (including guests, colleagues, and ownership) is essential. Balancing their interests requires sound business acumen, a touch of audacity in risk-taking, and the confidence to trust your instincts. This approach helps ensure the best decisions are made for a prosperous future for the industry.