Evolving Our Culture in a Purpose-Led World

In my last reflections, I wrote about ringing in the new year with immense hope, knowing that no matter what the world faced, our organization would continue to raise the bar to deliver Relationship Hospitality in its truest form. With more than a quarter of 2021 already behind us, I am extremely proud of our team for their dedication and commitment to delivering on all fronts, even though uncertainties still lie ahead.

In saying so, the time has come for us to once again evolve; to deliver more in an ever-changing customer landscape where traditional hotel models no longer suffice in meeting increasingly complex demands. Although it, unfortunately, took a catastrophic crisis to accelerate this, I believe that it is now more important than ever for our industry to push the boundaries; to equip, strengthen and enable ourselves to weather any similar storm. We also need to listen––really listen––to our guests, who are among the growing wave of consumers seeking out purpose-led brands with strong points of view that inspire and make a difference.

Simply put, we need to dream bigger, bolder and curate experiences beyond our physical hotel spaces.

Evolving from the traditional hotel model is not really new to our Group. We have a long history of innovating our offerings, from our focus on branded residences (Rosewood Residences) and developing unique food & beverage concepts, to pioneering approaches to holistic wellness (Asaya) and providing a fresh perspective on private member clubs (Carlyle & Co.). Our goal is to build an ecosystem that is constantly inspiring our guests by curating and creating experiences that will enrich their lives.

Additionally, our Rosewood Raise efforts in the last year have reinforced what our organization can accomplish when we are united by a common purpose and standing in solidarity with each other as well as our communities. Guided by our long-standing innovative spirit, along with the generosity and compassion embedded deep within our organization, I believe that we have what it takes to not only offer great experiences but also create unexpected, memorable and transformative ones. This is why at Rosewood Hotel Group, we aim to be a purpose-led organization that impacts the lives we touch. 

To me, the first step to becoming purpose-led is to evolve from deep within – which is why we are laser-focused on building upon the strong foundation of Relationship Hospitality and evolving our organization’s culture to be an unshakable pillar supporting our journey towards achieving our vision.

This conviction has also led to moments of insightful self-reflection: What excites me about what I am doing? What gives me the reason to be a part of Rosewood? Why do I do what I do?

And the answer to all of them is this: it is my Calling.

To this day, my own journey at Rosewood Hotel Group continues to be a life-changing and life-affirming one. It is more than just a career for me. Many of you may know that I spent a lot of my time growing up in the hotel when my father was the General Manager, and I learned first-hand the attention to detail and passion it takes to deliver world-class hospitality. From a very young age, I just knew that heartfelt interactions are a hotelier’s lifeblood – a desire to build genuine, rewarding and lasting relationships with everyone we meet. And I know I am not alone in feeling this way.

During the last decade of being the Chief Executive Officer at Rosewood Hotel Group, I have met countless associates that would answer the questions above in the same way. They would say,

I am driven by a natural desire to deliver meaningful and heartfelt experiences. It is in my genes. It is my Calling.

As such, I am overjoyed that going forward, we are introducing “The Calling”, our new cultural framework that will capture our organization’s natural desire to deliver heartfelt experiences into our culture.

These days, the word ‘culture’ may mean different things in different companies. However, for our Group, our cultural framework forms the crucial step in helping us achieve our business vision, uniting us to think, move and act as one from the heart. By each embracing our Calling, we can embrace change and everything else that may come our way. Although we do not know what the future hold, I am truly excited about navigating it with my associates, as we welcome a new dawn in the industry together.