Respect and Culture: The Keys to Five Stars

with Sean Murphy

Take the Hospitality Daily Artificial Intelligence in Hospitality survey to get exclusive insights into how other hospitality providers are using AI now.

Today, we’re learning from Sean Murphy, General Manager at The Bower.

The Big Idea: A culture of respect is the foundation of exceptional hospitality

Sean Murphy's career demonstrates that respect—for team members, guests, and the craft of hospitality—is the cornerstone of success. His journey, from pool attendant at a Ritz-Carlton to general manager of what became a Forbes five-star hotel, showcases the power of creating a people-first culture where each person feels valued and empowered.

Today’s Takeaways:

Respect Transforms Teams: Sean believes small acts of respect, like time-of-day greetings, create trust and engagement, which he credits as the foundation of his career success.
Culture Elevates Service: At Hotel Esencia, Sean introduced initiatives like employee awards and outings, creating a culture of pride and purpose. This cultural shift propelled the hotel to earn—and maintain—a coveted Forbes five-star rating, making it Mexico’s only independent hotel to do so.

Want more? Listen to Sean talk more about this today on the Hospitality Daily Podcast (available on Spotify or Apple Podcasts)

Try This Today: Greet every team member you encounter today with a genuine "good afternoon" or "good evening" to start building a culture of respect.

Think Ahead:

Reflect on how you can embed respect and personal connection into your leadership style. How can you ensure every team member feels valued?
Reflect on your property’s purpose and team alignment around this purpose. Are they unified toward a common goal?
Consider how culture influences both employee retention and guest satisfaction. Plan for ways to invest in developing this. (Here’s some inspiration.)

Scroll down for more resources to help you with this…

A MESSAGE FROM JOSIAH

Discover How AI is Being Used in Hospitality Today

AI has quickly become one of the most transformative forces in our world. But what does that mean for you and your work in hospitality?

To answer that question, I’m gathering input from professionals across the hospitality industry and would really appreciate your participation. In exchange, I’ll send you an exclusive summary of what I find in the study. These insights will enable you to compare your experiences with others in hospitality and uncover practical ways to use AI in your work and business in 2025.

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🍍 Respect and Culture: The Keys to Five Stars