Behind every confident executive or visionary entrepreneur is a hard-earned lesson—one that changed how they lead, think, or connect with others. In candid conversations with some of hospitality’s most accomplished professionals, we asked: What’s the greatest lesson you’ve learned in your career? The answers were refreshingly honest, sometimes humbling and always instructive. These are the lessons that don’t just teach—they transform.
“You don’t have to be perfect to be effective.”
For Leslie Hale, president and CEO of RLJ Lodging Trust, the most impactful learning came with experience. “Early on, I thought being perfect meant being prepared and always having the answer. But I’ve learned that effectiveness comes from adaptability and authenticity.” That shift allowed her to lead with more confidence, letting go of perfectionism and embracing real-time problem solving. In high-stakes environments, the pursuit of perfection can be paralyzing. Hale’s story reminds us to trust our instincts and get comfortable making decisions despite imperfect data.
“Listening is not the same as waiting to speak.”
Brian Quinn, chief development officer of Sonesta Hotels & Resorts, shared a deceptively simple yet deeply powerful truth: real communication starts with active listening. “So many of us are conditioned to talk, pitch, persuade. But I’ve learned that real value lies in truly hearing the other side,” he reflected. It was a turning point in how he approaches both negotiations and leadership. Listening, he added, isn’t passive—it’s strategic. It builds trust, reveals insights, and creates the foundation for lasting relationships.
“You can’t manage what you don’t understand.”
For Lindsey Ueberroth, CEO of Preferred Hotels & Resorts, stepping into a leadership role meant understanding every layer of the business. “One of the best lessons I learned was to roll up my sleeves, dig into the details, and ask questions until I understood the full picture,” she said. That curiosity became a cornerstone of her leadership style. Whether it’s technology, finance, or branding, she believes leaders must be fluent in the workings of their company—not just its vision.
“Build your brand before you need it.”
Emily Goldfischer, founder of Hertelier, learned the value of visibility and reputation long before launching her own platform. “Your brand is what people say about you when you’re not in the room,” she said. “You can’t wait for the crisis to build credibility—you have to start early, be consistent, and show up for others.” This insight speaks to a universal truth: personal brands aren’t vanity projects—they’re a proven way to build trust.
“Empathy isn’t a soft skill—it’s a core strength.”
Mark Hoplamazian, president and CEO of Hyatt Hotels Corp., describes one of his greatest leadership lessons as the realization that emotional intelligence is a business necessity. “Early in my career, I underestimated the impact of showing vulnerability and compassion. Now I see it as essential to building trust.” For Hoplamazian, empathy helps bridge the gap between vision and execution—and fosters loyalty among teams navigating complex change. His learning challenges the outdated myth that strong leaders must always be stoic.
Final Thought: Lessons That Lead
From embracing imperfection to mastering the art of listening, the greatest career lessons often come not from success—but from moments of struggle, reinvention or reflection. These insights don’t just live in leadership books; they live in hallways, conference rooms, late-night strategy sessions and quiet moments of self-doubt.
And while the details of each career may differ, these lessons are universal in their wisdom. They serve as reminders that growth isn’t always linear, and that the most powerful learning happens when we’re willing to question, adapt, evolve and be vulnerable.
It’s Personal Stories, A Hospitality Podcast showcases the inspiring journeys of leaders across the hospitality industry, empowering listeners with actionable insights for personal and professional success. With a library of over 250 episodes, the podcast features candid advice and stories from C-Suite executives, educators, life coaches, best-selling authors, and other influential voices in the field. Launched in 2022 by industry veterans David Kong, Dorothy Dowling, Rachel Humphrey, Lan Elliott and Huilian Duan, It’s Personal Stories has earned recognition as a top hospitality podcast by the International Hospitality Institute every year since its debut. Discover these powerful stories and more at www.itspersonalstories.com.