Empower Your People
In an era where automation and efficiency often eclipse the human element, the hospitality industry stands at a crossroads. Once known for its warmth and service-centric ethos, it now grapples with a shrinking talent pool that truly understands the value of genuine hospitality. The challenge isn’t just about finding people—it’s about finding the right people, those who see service as more than a task but a craft worth perfecting. Leadership, then, becomes less about command and more about connection. Empowering teams by including them in decisions and acknowledging their value isn’t just good management—it’s a necessity for survival in today’s service landscape.
To hear how one industry veteran has turned this philosophy into practice, we turn to Thomas Flow, General Manager of Sonesta ES, in this edition of Empower Your People for Visual Matrix.
