The Modern People Leader: Forward-Thinking HR 259 - Omni’s CHRO on Building Culture That Sticks: Joy Rothschild (CHRO, Omni Hotels & Resorts)
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Oct 3, 2025 Joy Rothschild, Chief Human Resources Officer at Omni Hotels & Resorts, shares insights from her extensive career in hospitality. She discusses the unique culture at Omni, emphasizing a balance between guests, owners, and associates. Joy explores how the company navigated crises like 9/11 and COVID, making bold investments despite challenges. She revives the 'Power of One' initiative with memorable principles that empower employees. Her heartfelt stories about guest experiences illustrate the importance of internal narratives and accountability in service excellence.
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From Park Ranger Dreams To HR Leader
- Joy started in hospitality aiming to be a park ranger but found HR after struggling in guest-facing roles and loving employee work.
- She accepted an HR lead role early despite feeling underqualified and learned to grow into leadership by asking for help.
Laid Off, Rehired, And Boundaries Learned
- Joy was fired when Omni was sold, joined Carnival, then was invited back when Omni acknowledged they made a mistake.
- That comeback gave her perspective and led her to set healthier work boundaries thereafter.
Ownership Enables High‑Touch Strategy
- Omni owns and operates its hotels which allows for long-term investment and a high-touch service model.
- That ownership structure enables choices competitors can't make, like resisting automation to preserve human service.
