Hospitality Daily Podcast
From Cynicism to Success: How Starwood Built a Culture of Trust and Innovation - Frits van Paasschen
Feb 19, 2025
Frits van Paasschen, former CEO of Starwood Hotels & Resorts, discusses his journey in transforming company culture. He tackles the challenges of fostering teamwork and collaboration, particularly during times of crisis like the 2009 financial downturn. Frits emphasizes the critical importance of trust and transparency, revealing how these elements can drive innovation and organizational success. He also shares effective strategies for enhancing communication and strengthening team morale, making a compelling case for cultural evolution in hospitality.
13:06
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Quick takeaways
- Frits van Paasschen fostered collaboration at Starwood by dismantling silos and empowering team members through responsive decision-making and local initiative approvals.
- By promoting transparency and celebrating failure as a learning opportunity, he cultivated a culture of trust and innovation essential for long-term success.
Deep dives
Transforming a Culture of Trust
Fritz Van Passion recognized the pervasive distrust and division within Starwood Hotels and Resorts upon becoming CEO. His initial priority was to dismantle these silos and foster a culture of collaboration, where team members felt supported and empowered. For instance, he approved local requests, like translating training materials into Chinese, that had previously been stalled by corporate bureaucracy, showing leadership responsiveness. This approach helped shift the organizational dynamic from skepticism to a focus on shared goals, ultimately contributing to a more cohesive and innovative workplace environment.
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