The Heart of Hospitality: Why Keeping Your Heart Full is Essential

In the world of hotel management, the grind of running a 24/7 business can be intense. The covers, arrivals/departures, capital expenditures, financials, owner & investor relations, leading people, building relationships and the never-ending quest to deliver an exceptionally personalized guest experience. I have been working at hotels across the U.S. this year, and the one common trend I have found is that leadership seems tired and some have lost their sense of purpose.

At its core, hospitality is about genuinely caring for others and for this to thrive, you must start by ensuring that your own heart is full. But here’s the simple truth: If you’re not filling your own heart, you won’t have the energy or authenticity to give your best.

When leaders have lost the energy to care, pride in the work quickly deteriorates.

Our industry is focused on the financials now more than ever and leaders seem to be lacking the resources to do their jobs effectively. Here are a few things that you can do for yourself to keep your sails full of energy, love and purpose:

1. Empathy Is Your Superpower, Give Yourself Some Of It

At the heart of every great experience is empathy. It's the ability to anticipate the needs of your guests, to understand and support your team, and to show kindness and care, no matter the circumstances. But here’s the key: empathy doesn’t just happen, it is cultivated from a place of emotional balance and well-being. If you’re running on empty, it becomes harder to connect authentically with others. When your heart is full, your capacity to listen, to understand, and to offer genuine care expands, creating deeper and more meaningful relationships.

2. Passion Fuels Exceptional Service

Sometimes we lose our "Why". You may have forgotten why you love what you do and feel like you have lost your passion and sense of direction. Rediscovering what gives you fulfillment and purpose will help provide the spark to ignite your passion. When you are passionate, it shines through in everything you do, from the way you greet guests to the energy you bring to your team. Fulfillment fuels passion and true, authentic passion is contagious. It inspires excellence, motivates those around you, and creates an atmosphere of excitement and engagement. But passion, like any resource, needs to be nurtured.

You can not pour from an empty cup.

By filling your own heart with inspiration, motivation, and gratitude for the work you do, you’re better equipped to lead by example and provide the level of service that guests and staff deserve.

3. Consistently Foster a Culture of Compassion and Support

As a leader, you set the tone for the entire hotel. Your energy, your approach, your mindset, all of these influence the culture you create. When you lead with a full heart, that energy spreads. A compassionate, supportive environment fosters collaboration, boosts morale, and creates a sense of belonging. When your team feels cared for and supported, they, in turn, extend that care to guests. The result is a culture of hospitality where empathy, understanding, and respect are at the forefront, driving success for everyone. Be there for others when they need someone and they will be there for you.

4. Squirrel In The Tree, Fish In The Sea

"Make sure you don't have the squirrel in the sea and the fish in the tree." I always loved this saying when it comes to hiring the right person for the right position.

Try to make sure that your daily tasks involve things that you love and also do the same for your team!

If you thrive in creativity, be creative. If you love people and interactions, be around people. Doing the things you love, will help fuel your passion and ignite your sense of purpose. When your heart is full and you are doing the things that bring you joy, you will enjoy the work you do and rediscover your calling.

5. Preventing Burnout Means Recharging Your Heart

Hotel management is demanding, and burnout is a real thing, often times more mental then physical. The pressure to always deliver exceptional service, manage a wide array of responsibilities, and support your team can take it's toll.

You can’t give your best if you don’t take time to recharge.

Keeping your emotional bank account full is about recognizing the importance of self-care and creating space for rest, reflection, and rejuvenation. Whether it’s physical activity, downtime, learning, or spending time with loved ones, make sure you are regularly refilling your emotional reserves. When you take care of yourself, you’re better able to pull from a deeper energy reserve to care for others since you are caring for yourself.

Industry Stigma: It Is OK To Be Cared For

Typically the people who give the most, put themselves last on the list to receive. It doesn't feel natural to be cared for, because they are used to caring for everyone around them. In their heart, they do not want to be a burden to others. Do you know anyone like this? Yes, I do as well, but when you give to others, you are actually giving to yourself. Invest the time to nurture your own well-being, and you will show up consistently as your best self, making a positive impact on everyone around you.

Give yourself grace today and know that sometimes being "selfish" is required for being selfless.