Creating Memorable Guest Experiences with Leah Fields-Nester of Hyatt House

Hospitality Leaders - Interviews with hotel, event, and food service experts

English - October 18, 2021 06:00 - 26 minutes - 36.1 MB
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Previous Episode: Developing Great Leaders with Jelle Vandenbroucke of JW Marriott Houston

Next Episode: Developing Talent in Your Community with Juan Fernandez of 21c Museum Hotels

On this episode of the Hospitality Leaders podcast, host Chris Cano is joined by Leah Fields-Nester, Assistant General Manager at Hyatt House Charlotte/Center City.

A second-generation hotelier, Leah has worked in a few different cities but has spent her entire career with the same company, which is unusual in the hospitality industry. She started as a night auditor and worked her way up the ranks to her current position as AGM at Hyatt House in Charlotte.

Leah has an infectious enthusiasm when it comes to guest satisfaction. She believes in doing whatever it takes to create memorable experiences for guests on the property. This can be as simple as a box of truffles and a hand-written note, letting them know her team is excited to have them.

She reminds her team daily that if they see a way to create a tailored guest experience, they can do it or let her know and she will get it done.

The vast majority of the property’s reviews are four and five star. Her attention to detail is paying off.

Resources:

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