With a career spanning over 25 years and crossing continents from Europe to Asia, including pivotal roles in the Middle East and Africa, Gerrit Schmitt is a well-seasoned hotelier.
At Mariott Resort Palm Jumeirah, he opened Marriott International‘s 50th property in Dubai.
Here, he shares some of the key leadership insights that have shaped his approach and the success he has enjoyed.
1. Celebrate every star
Leadership is fundamentally about recognising and nurturing talent. At our property, with a team of over 800, staying connected and visible is not just a choice but a necessity. We’ve curated and launched the STARS recognition platform that enables senior leadership to offer instant gratification and acknowledgment. Each commendation from a guest triggers a response from me, a personalised handwritten card to the praised team member. This practice not only uplifts spirits but also reinforces the behaviours that embody our service excellence. It’s about seeing the value in every individual and ensuring they feel acknowledged and motivated.
2. Nurture your winners
Inspired by JW ‘Bill’ Marriott’s ethos of nurturing winners, I’ve focused on fostering an organisational culture I call TEAM ONE. This philosophy is anchored in operational excellence, net profit to ownership and, most crucially, employee engagement. It’s about empowering our team to make decisions and viewing mistakes not as setbacks but as vital learning opportunities. We remain humble, approachable, and committed to creating a sense of belonging.
3. Encourage autonomy and growth
Empowerment is central to our leadership style. We encourage our team members to own their roles and embrace their unique contributions. This philosophy of empowerment ensures that our staff are not just performing tasks but are actively engaged in enhancing the guest experience and their own skill sets.
4. Foster progress through accountability
Friction, when managed professionally, is a catalyst for progress. I believe in defining clear spaces for each team member while avoiding micromanagement. This approach balances autonomy with accountability, ensuring that while each person runs with their functions, I’m always ready to support and guide. It’s about moving forward together, learning from each interaction, and continuously improving.
5. Look outside rooms for revenue
Revenue management has traditionally centred on rooms, but this perspective is no longer sufficient. We’ve expanded our focus to include restaurants, bars, recreation, and spa operations. This holistic approach ensures we maximise potential across every area of the property, turning every service into an opportunity for enhanced profitability and guest satisfaction.
6. Design for the guest
Designing an authentic guest experience requires meticulous attention to every touchpoint, from the fit-out and equipment to music, entertainment, and service style. We conduct thorough due diligence, partner with industry leaders, and invest time and resources to understand our market deeply. This commitment ensures a 360-degree, rounded experience that resonates with our guests and aligns perfectly with our brand’s ethos.
7. Form strong relationships
Success in hospitality and indeed in any business, hinges on relationships. Whether it’s B2C, B2B, with our ownership groups, or within our leadership team, maintaining and forming strong relationships is key. We strive for win-win outcomes in all interactions, always mindful of delivering quality and exceeding expectations. This approach not only fosters trust but also lays a solid foundation for sustained success.