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:

• Inside IHG’s People Programs: Creating Leaders in Hospitality - Leanne Harwood, IHG
• How "The Great Crossover" is Creating Opportunities in Hospitality Commercial Strategy Now - Kristie Goshow, KSL Resorts

This episode is brought to you with support from Shiji Group, the global hospitality technology leader that helps hotels streamline operations and transform guest experiences. Recognized by their clients for their best-in-class solutions and exceptional service and support, Shiji Group is trusted by leading brands worldwide to activate technology faster, increase operational efficiency, and drive better business results.

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