Great hospitality starts with confident employees. Without them, guest satisfaction—and the bottom line—suffers.

That's why I hosted a Hotel Business Hot Topics roundtable with: 👉 Eric Rubino – Chief Operating Officer/Principal, extreme hospitality

👉 James Carroll – CEO, Crestline Hotels & Resorts

👉 Jessica Lee – Global Officer, Talent Acquisition + Associate Development, Marriott International

👉 Melissa Burghardt – CEO, Axonify

We explored how #technology, #training, and empowerment come together to build operational agility and deliver better guest experiences.

Here's what stood out: ✔️ Empowerment only works if leaders back employees' decisions, not punish them for trying ✔️ Microlearning and daily reinforcement create lasting confidence on the front line ✔️ Hiring must focus on personalities and potential, not just experience ✔️ Tech should remove friction so associates can spend more time with guests ✔️ Purpose and variety matter to Gen Z and the generations coming next

Hospitality thrives when associates feel trusted, supported, and inspired. Give people the tools, the training, and the freedom—and they'll give guests unforgettable experiences.

🙏 Thanks to Axonify for making this conversation possible.