Sophie Saenchaiwong

I attribute much of my success to the leadership style I developed through years in hospitality and the experiences I had growing up in the industry. Early in my career, support from management was often lacking. Managers stayed in the office, there was little guidance on the floor, and employees were expected to figure things out on their own. Those experiences shaped the kind of leader I wanted to become.

I believe strong leadership means being present, approachable, and willing to work alongside your team. I make it a priority to be on the floor every day, supporting operations directly and leading by example. Hospitality is not an industry where you can effectively lead from behind a desk. Being in the trenches with the team builds trust, accountability, and respect.

Having worked in nearly every area of hospitality from the ground up has given me a deep understanding of what teams need to succeed and what it takes to keep operations running smoothly. My experience allows me to anticipate challenges, support my staff effectively, and create an environment where employees feel valued and supported. I believe my team works hard because they know I work just as hard for them. They know they can rely on me, just as I rely on them.

One of the best pieces of career advice I’ve ever received came from my first manager, who is still a mentor and close friend to this day. She always told me to “lead with love.” Not just love for the work itself, but love for people, for how they feel, and for the experience you create for others. That advice stayed with me throughout my entire career. It shaped the way I lead my teams, interact with guests, and approach hospitality as a whole. I truly believe that when you lead with heart, people feel it. It creates stronger teams, better experiences, and a culture built on trust and care.

Even now, years later, she and I still keep in touch whenever we can. We are both busy working in hotel operations, but the impact she had on my leadership style has stayed with me ever since.

My advice would be to lead with empathy and understanding, while also maintaining healthy boundaries and confidence in your role as a leader. Early in my career as a service manager, I was still learning how to lead, and at times I allowed staff to take advantage of my kindness because I was new to leadership. Over time, I learned the importance of standing firm, trusting my judgment, and not taking every situation personally.

Leadership requires balance. You have to care deeply about people while still holding standards and expectations. It’s important to understand your role, stay grounded, and approach challenges with perspective. Most importantly, you have to genuinely love what you do. Hospitality is an industry that requires both heart and resilience. You have to put your passion, effort, and mindset into the work every single day.

I’ve always believed that hard work speaks for itself. I proved myself through the experiences I created for guests and through the support and environment I provided for my teams. People remember how you make them feel, whether they are guests or employees. If you’re starting from the bottom, keep pushing yourself, continue learning, and stay committed to your growth. With consistency, hard work, and passion, you can reach the level of leadership you aspire to achieve.

Hospitality, especially in leadership roles, can still be very male-dominated, and that has definitely been one of the challenges I’ve had to overcome throughout my career. Many of my assistant managers are men, and there have been situations where guests automatically assume that a male colleague must be the person in charge.

I’ve had moments where I’m actively handling a guest concern or leading a conversation, and a guest will ask to speak to my boss. Then, if one of my assistant managers walks by, they immediately assume he must be the leader simply because he’s male. I’ve had to calmly but confidently correct those assumptions and make it clear that I am actually the one leading the department.

It can be frustrating at times because those expectations are rooted in outdated ideas about leadership. However, experiences like that have taught me the importance of confidence, presence, and standing firmly in my role. I’ve worked hard to earn my position, and I make sure people understand that leadership is not defined by gender, but by experience, capability, and the way you lead your team.

Empathy is one of the most important qualities in my leadership style. I’ve always been someone who genuinely takes other people’s feelings and experiences into consideration. If one of my employees is having a difficult day, I want them to know they can come to me. I try to create an environment where my staff feels supported, whether that means talking through a problem, giving them space, or simply asking what they need in that moment.

I always remind my team that life happens. In hospitality, there can sometimes be an expectation that work comes before everything else, but I don’t believe people should be punished for being human. If someone has to call out because of a personal situation, I want them to know we are not going to hold that against them.

One example that really stayed with me was when I hired a supervisor who shared that he had been fired from a previous job after taking two days off because a close friend had passed away. He was told that if he didn’t come in, he would lose his job. Hearing that reinforced the kind of leader I never want to become. I want my staff to know that if something serious happens in their lives, they will be met with compassion and understanding. If I have to step in, wait tables, or cover shifts myself to support my team, then that’s what I’ll do.

To me, kindness and integrity are just as important as operational success. People work harder and feel more invested when they know they are valued not just as employees, but as people.