I’ve been reflecting on how often I see hotel teams running on fumes—trying to deliver those magical guest experiences without feeling truly supported themselves.
It’s made me curious about how we, as leaders, can strike a balance where our teams feel safe, energized, and genuinely cared for.
Finding the Sweet Spot
One image that keeps coming to mind is the distance between planetary orbits. Too close, and they collide; too far, and there’s no gravitational pull. Somewhere in between is a sweet spot that allows everything to thrive—both in space and in hospitality.
It’s like there’s a space between coddling and neglect. And real care (and real growth) happens in that space.
When I was at Hilton, our inherited team initially had some of the lowest engagement scores in the company. Rather than jumping into quick fixes, we took time to listen. We met new hires over coffee instead of diving straight into details, and we created “Genius Day,” inviting everyone to turn their concerns into creative solutions.
These small changes led to a much deeper sense of trust and connection.
Giving Your People Space
I’ve also come to see how important it is to align early on what matters most—being present, supportive, and attentive to the people you lead. But over time, as confidence grows, offering more freedom can inspire true ownership.
This aligns with Daniel Pink’s research on motivation:
once people are paid fairly, the real drivers become autonomy, mastery, and purpose. When people have the space to make decisions, feel they’re growing, and know their work has meaning, they naturally bring their best selves forward.
What About You?
I’d love to hear your take:
Have you ever found that sweet spot between giving your team the support they need and letting them stretch their wings? What did that look like for you, and what changed as a result?
If you feel like sharing, just hit reply—I’m always keen to learn from other perspectives.
Take care,
-Josh