The Secret to Profit and Guest Satisfaction? Clarity in Leadership – Leanne Harwood, IHG

In this episode, Leanne Harwood, SVP and Managing Director of Luxury and Lifestyle Brands in the Americas for IHG, shares insights on balancing delivering exceptional guest experiences with driving profitability in the hospitality industry.

Listeners will learn:

• The importance of clarity and shared accountability across all levels of the business to drive performance (01:50)
• How a joined-up approach to performance delivery ensures everyone is focused on the same goals (02:22)
• The critical balance between delivering exceptional hospitality and profitability (03:37)
• The need to invest in quality experiences to meet guest expectations and drive revenue (05:07)
• How reinvesting in services and experiences can lead to higher profits and improved guest satisfaction (06:01)

If you enjoyed this, you may also enjoy:

A few more resources:

If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!

Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands