In the fast-paced world of hospitality, delivering exceptional guest experiences demands dedication and a mindset for continuous innovation. To understand the essence of hospitality leadership, Gulf Insider spoke with Manuela Brode, General Manager of Hilton Garden Inn Bahrain Bay, who shared her insights into what it takes to excel in this dynamic industry.
“In my opinion, the major quality every hospitality leader should possess is the passion to serve people,” Brode begins. “Serving people means serving your team members who are with you in the day-to-day operations, serving your guests who you welcome and host in your ‘home away from home,’ and ultimately serving your stakeholders, including management companies or owners seeking returns. And all of this needs to be done with passion.”
Brode emphasizes the importance of understanding every aspect of the operational process. “It’s vital to know what it takes to clean a room, prepare a bed, or operate a major dishwasher in the kitchen. These may seem like minor examples, but they are crucial. As a leader, you need to have the tools and capability to assist your team. This understanding enables you to serve not only your team but ultimately your guests as well.”
She believes that hospitality leadership hinges on creating genuine connections. “You have to feel the passion and truly enjoy welcoming people into your home. The ultimate difference you make is in how you greet a guest and ensure you offer the best, most bright-hearted service there is.”
Brode’s philosophy reflects the heart of the hospitality industry—a commitment to serving others with passion and authenticity. Her insights underline that great hospitality leaders are not just managers but hands-on practitioners who inspire their teams and guests alike.
