Curiosity & Leadership with Elizabeth Faler

At Marriott, our Leadership Essentials — Be Curious, Be Courageous, and Be Connected — are pillars we use to guide our efforts and continue to Grow Forward.

Elizabeth Faler , General Manager of The New York EDITION , has infused curiosity into the culture of her workplace and inspired her teams to embrace moments of curiosity — both personally and with guests!

"Curiosity isn’t just about asking questions; it’s about observing, listening, and acting on what we learn in a way that delights and surprises our guests," Elizabeth says. "This mindset of always seeking to learn and do more is something I strive to instill in every team member I lead."

Elizabeth recently celebrated her 19-year anniversary with Marriott. She began her career as a Guest Relations intern at The Ritz-Carlton New York, Central Park, and has since worked at six Ritz-Carlton hotels, as well as her current role at The New York EDITION. Now, she uses her experiences at the hotel and abroad to continue to define unique moments for her guests and team.

"I strive to foster an environment where team members feel comfortable sharing their ideas, enabling us to consistently refine our service and stay ahead of the curve. In an industry where guest expectations are constantly evolving, staying curious about what competitors are doing, as well as what trends are emerging, ensures we remain relevant and continue to offer unique, original experiences."

What role does curiosity play in your current role and career??

I’ve always been a curious person and it has often benefited my teams and me through all my different roles. When started as an intern at The Ritz-Carlton New York, Central Park, my only responsibility was to greet guests in the lobby, be curious about them, and make their stay more memorable.

I asked questions to find out why a guest was there, what was important to them, and how can I make their time with us unforgettable? We took families to feed the horses in Central Park, I delivered roses to the stage door at a Broadway theater, and was even a witness for a couple getting married in a suite overlooking Central Park!

As I continued with my career, I have taken on more responsibilities, but I always remind myself and my team that taking care of our guest will always be our top priority.

Can you share personal experiences or insights that have shaped your approach to demonstrating curiosity in leadership?

Traveling has played a significant role in shaping my approach to curiosity in leadership. My husband Justin and I have visited over 40 countries, and every trip offers new insights into different cultures, customs, and ways of hospitality. These experiences spark my curiosity and help me think creatively about how we can exceed guest expectations. When I return to the hotel, I’m eager to share these stories with my team to show them that curiosity is often about noticing the little things that can make a big difference in guest satisfaction.

At The New York EDITION, for instance, we had a recording artist who had just debuted his first album. The team decided to create a custom cake featuring the album cover. The artist was so impressed by the gesture that he requested another cake for his launch party. This experience reinforced to my team that paying attention to the unique details that matter to our guests, even when it’s unexpected, can leave a lasting impression.

Why do you feel curiosity is important in the workplace, especially in this industry?

Curiosity is essential in the workplace, especially in the hospitality industry, because it drives innovation, improves collaboration, and enhances the guest experience. While one person can create a pleasant stay and two team members can make it great, it’s when we bring the entire team together — listening to their ideas and leveraging their unique passions — that we can create truly memorable “WOW” moments for our guests.

When I’m curious about my team’s individual interests and talents, I can find creative ways to integrate those into the guest experience. For example, one of our bartenders became passionate about Mezcal, so we worked together to develop a custom cocktail. It wasn’t just about serving a drink; it was about bringing a personal touch to our offerings that added value for our guests.

Ultimately, curiosity fuels innovation, strengthens our team dynamics, and allows us to deliver exceptional experiences that keep our guests coming back. It’s about being open to new ideas and continuously striving to make each guest’s experience better than the last.

As a General Manager, how do you inspire your associates and leaders to be curious in their careers??

In my career, I’ve had the privilege of opening around 15 hotels globally, which has fueled my passion for helping the next generation of leaders gain these invaluable experiences. To foster continuous learning, we use our leadership meetings to explore key topics like emotional intelligence, team coaching, and networking strategies.

In New York City, we have a program called Partnering for Success, which pairs team members with mentors in the market. This initiative provides exposure to different brands, disciplines, and senior leaders, offering associates a chance to cross-train and explore new career paths in areas they are curious about. I also encourage leaders to participate in task force assignments, special pilot programs with HQ, or hotel openings, which I believe are crucial learning opportunities.?

I share my own career journey — having worked across Meeting & Events, Front Office, Rooms, and Housekeeping in six Ritz-Carlton properties — as an example of how curiosity can open doors. Moving across different roles and locations has allowed me to develop a broad skill set and a deep understanding of the business, which I hope inspires my associates to see that curiosity and adaptability can lead to endless career growth.

What approaches and strategies can associates use to cultivate curiosity more intentionally in their daily work?

One of the simplest yet most effective ways to cultivate curiosity is by asking open-ended questions.

Recently, we had a mother and daughter stay with us at The New York EDITION, and the daughter was thrilled to visit The Teenage Mutant Ninja Turtles exhibit. During their check-in, she shared with our team that Donatello was her favorite turtle. Inspired by this, our team came together to create a personalized in-room amenity, featuring snacks that Donatello is known for enjoying in the movies. It was a fun and creative way to surprise the guest, and it all started with asking the right question and being curious about their interests.