In the sun-kissed paradise of Turks and Caicos, where the azure waters meet pristine beaches, Ms. Karen Whitt stands at the helm of the Hartling Group‘s marketing and brand development division. As the vice president responsible for overseeing the iconic ‘The Sands at Grace Bay,’ ‘The Palms,’ and ‘The Shore Club resorts,’ her journey from the heart of Dallas, Texas, to the Caribbean has been nothing short of extraordinary.
With over two decades of invaluable experience in the hospitality industry, Karen’s career took flight in Dallas before weaving through the vibrant landscapes of Jamaica and eventually landing on the shores of Turks and Caicos. In 2005, she assumed the role of managing the Somerset Resort, setting the stage for her ascent in the industry. By 2011, she had earned the prestigious position of General Manager at The Palms, a renowned Caribbean resort, solidifying her reputation as a leader with a keen understanding of the intricacies of the hospitality sector.
Today, as the orchestrator of sales, marketing, and brand development strategies for the Hartling Group, Karen oversees an impressive portfolio that includes The Palms, The Sands at Grace Bay, The Shore Club, and Villas at Blue Mountain. Her leadership philosophy is rooted in a profound appreciation for the industry’s resilience and adaptability, lessons learned during challenging periods that are often beyond our control.
In her own words, Karen reflects on the pivotal moments that shaped her leadership style, particularly during unforeseen circumstances such as hurricanes, global pandemics, and evolving travel trends. Through these challenges, she emphasizes the significance of leading by example and maintaining unwavering optimism. Karen’s approach involves rallying her team during all-hands-on-deck meetings, focusing not on the adversity at hand but on a shared commitment to overcoming obstacles and delivering exceptional guest services and experiences.
Optimism in Adversity
In navigating the challenges of the hospitality industry, Karen emphasizes the importance of maintaining optimism and a keen ability to listen. Recognizing the high-pressure nature of the industry, she believes that leading by example and prioritizing open communication and creative innovation are key strategies to motivate teams during tough times. Karen strives to create a work environment that not only acknowledges individual contributions but also encourages team members to actively participate in the collective success by confidently sharing their ideas.
Legacy of Leadership
Karen attributes her leadership style to the profound influence of her late grandmother, a formidable businesswoman in the real estate industry. Beyond her business acumen, her grandmother embodied kindness and compassion, emphasizing that everyone is capable of achieving greatness. The invaluable lessons passed down include the importance of self-belief, recognizing that without it, motivating others becomes challenging.
Patience and effective listening are skills Karen learned from her grandmother. She highlights the power of genuine listening as a tool to pivot and make informed decisions. The lessons also extend to the idea that great leadership involves continually seeking feedback and remaining open to learning from individuals at all levels within an organization.
Building and nurturing relationships were central to her grandmother’s philosophy, recognizing these connections as sources of invaluable support, guidance, and opportunities. For Karen, being a leader is an ongoing journey of growth, emphasizing the necessity of never feeling too empowered to stop learning and improving. This legacy shapes Karen’s approach to leadership, blending strength with empathy and a commitment to continuous personal and professional development.
Philanthropy with Flair
Karen reflects on one of the most innovative projects in her career within the hospitality industry, a role she undertook as the first Vice President for the Caribbean Hotel and Tourism Association (CHTA) and Chair for Caribbean Travel Marketplace over the past seven years. Notably, her team has gained recognition for their show-stopping booths at events, designed to captivate travel partners in a special way. Particularly, during Virtuoso Travel Week in Las Vegas, Karen and her team consistently craft unique, dramatic, and fun-themed gatherings adorned with over-the-top costumes. Their aim is to deliver a remarkable experience, leaving a lasting impression and distinguishing themselves from others in the industry.
Among Karen’s favorite projects is the inception and ongoing success of “In the Pink,” an annual fundraising event she conceptualized 14 years ago for the Turks and Caicos National Cancer Society at The Palms. This event, which drew over 500 attendees and raised an impressive $75,000 in the most recent iteration, showcases a unique and innovative approach to philanthropy. It provides both resort guests and the local community with a fun-filled evening of shopping and dancing, highlighting Karen’s commitment to blending creativity and philanthropy in impactful ways.
Approach to Hospitality in Turks and Caicos
In the hospitality industry of a place like Turks and Caicos, balancing tradition and innovation is a delicate yet rewarding challenge, according to Karen. Recognizing the timeless charm as a crucial aspect of the Caribbean allure, she believes that understanding and embracing local culture and traditions are key to successfully incorporating new trends and technologies. This involves featuring local artists, cuisine, or traditional music in the hotel’s public spaces to maintain a genuine sense of place.
While constantly researching and considering new technologies to enhance the guest experience, Karen emphasizes the importance of preserving the human connection. The integration of technology platforms to track and communicate guest issues, maintain CRM records, and streamline routine tasks aligns with the overarching goal of preserving personalized service.
The ultimate objective is to create an island atmosphere where guests can enjoy luxurious amenities while authentically experiencing the destination. Karen aims for her hotels to be a place that guests can consistently return to, irrespective of changing trends in technology, travel, or life’s seasons. This approach reflects a commitment to seamlessly blending innovation with tradition, offering a timeless and authentic experience for guests year after year.
Fine-Tuning Excellence
In Karen’s view, leaders in the hospitality sector need a distinctive set of qualities to excel in the dynamic and customer-focused industry. She places the utmost importance on the ability to connect with and motivate one’s team, recognizing that the strength of the team is pivotal across various aspects of hospitality operations.
Drawing from her diverse experiences in day-to-day operations and sales/marketing, Karen emphasizes the continuous effort to empower and build the confidence of her team, offering opportunities for skill development. Other essential qualities she identifies as critical for effective leadership in hospitality include a customer-centric mindset, strong communication skills, adaptability, and attention to detail. In a sector where the little things matter, Karen’s leadership style is characterized by a keen eye for detail, ensuring meticulous consideration of every aspect of the guest experience, no matter how small.
Building Connections
Karen underscores the importance of identifying and leveraging the unique talents of team members to create a harmonious and effective work environment in the hospitality industry. Her approach involves developing a personal connection with team members through one-on-one meetings, where she seeks to understand their career aspirations, strengths, and areas where they may need support or development. Open communication is at the core of this strategy.
Karen extends her support across various departments, recognizing that diversity in talents is a valuable asset. She embraces the different skills and backgrounds of team members, whether in culinary expertise, language proficiency, or technical skills, appreciating the inherent value of these differences.
Acknowledging and rewarding team members for their contributions and successes is another essential aspect of Karen’s leadership style. By recognizing their unique talents and the impact they have on the organization, she aims to boost morale and motivation, fostering a workplace culture that values and celebrates individual contributions.
Unity in Diversity
In the hospitality industry, where teams often comprise individuals from diverse countries with a wide range of skills and experiences, Karen recognizes the tremendous asset that diversity brings. However, she acknowledges the challenges it may present in terms of understanding and adhering to the unique standards and protocols of the resort.
Drawing from her experience as the general manager of The Palms, Karen implemented a comprehensive “service-culture” training program. Instead of focusing on differences, the program emphasized the similarities among team members. This approach aimed to encourage team-building and open communication in a safe and inclusive setting.
The success of this program led to its implementation across all their resorts, effectively bridging the cultural gap and fostering unity among employees. Karen’s commitment to creating a harmonious and collaborative work environment reflects her proactive approach to embracing diversity and promoting a culture of inclusion.
Strategies for Well-being in Hospitality Leadership
Karen recognizes the challenges of maintaining personal well-being and work-life balance while effectively leading a team in the demanding and often unpredictable hospitality industry. She emphasizes the importance of self-awareness, understanding one’s own emotions, strengths, weaknesses, and triggers.
To navigate these challenges, Karen employs several strategies, including delegating responsibilities, practicing effective time management, and relying on an amazing support network. She highlights the invaluable resource of a strong support network and emphasizes the recognition of when and how others can assist with specific tasks, especially during overwhelming times.
Karen also finds solace in the beautiful beaches of Grace Bay and Long Bay, which are just steps away. Being able to unwind and appreciate the stunning surroundings provides a welcome respite, contributing to her overall well-being and ability to navigate the demands of a leadership role in the hospitality industry.
Commitment to Continuous Learning in Hospitality
Continuous learning is a fundamental philosophy in Karen’s leadership approach. Recognizing the fast-paced nature of the hospitality industry, she believes that staying current with industry trends and best practices is essential for success. Personally, Karen attends numerous industry events and conferences to stay informed about the latest developments in the travel space and to network with industry experts.
Karen extends her commitment to continuous learning to her team, encouraging them to embrace ongoing education. The company, under her leadership, provides various opportunities for further education, including scholarship programs, complimentary online learning courses, attendance at department-specific industry events, and participation in community enrichment activities. By fostering a culture of continuous learning, Karen aims to ensure that her team remains knowledgeable, adaptable, and well-equipped to navigate the dynamic landscape of the hospitality industry.
Beyond Equity
Karen and her team actively work to promote diversity within the hospitality team and organization, recognizing its importance not only as a matter of equity but also as a strategic advantage. Several initiatives have been implemented to foster diversity, including:
- Diversity Training: Providing diversity and inclusion training to team members to raise awareness and cultivate a respectful and inclusive work environment. This training aims to create a welcoming atmosphere for everyone, irrespective of their background.
- Employee Resource Groups: Encouraging the formation of employee resource groups where team members can connect and support each other. These groups not only foster a sense of community but also generate ideas for enhancing guest experiences.
- Community Engagement: Actively engaging with the local community and supporting initiatives that promote diversity and inclusion. This involvement has strengthened relationships with local stakeholders and generated positive word-of-mouth about the commitment to diversity. Examples include participation in island clean-up campaigns, empowerment sessions for students from various high schools, and community basketball teams.
- Strong Company Culture: Collaboratively developing and enhancing a company culture that fosters a positive work environment and boosts employee morale.
The positive outcomes observed by the team include increased creativity, stronger team cohesion, and improved guest satisfaction, ultimately leading to loyal guests. These initiatives underscore Karen’s commitment to creating an inclusive and vibrant work environment within the hospitality industry.
Leading by Example
Karen emphasizes the importance of leading by example, actively participating in company events, initiatives, and meetings to demonstrate the attitudes and behaviors expected from the team. She consistently attends staff functions, involving herself in coordination, setup, and teardown, fostering a sense of trust and respect. Karen’s commitment extends to community events and special occasions, where she stands with the team from start to finish. This hands-on approach not only communicates her appreciation for their efforts but also reinforces her dedication to creating a positive and productive work environment collaboratively.
Acknowledging that holding a leadership role is a privilege and an ongoing journey of growth, Karen highlights the significance of personalizing leadership styles and actions. Prioritizing the needs of the team is crucial for achieving positive outcomes. Karen recognizes that the greatest asset is the people within the organization, and being an inspiring leader serves as the ultimate measure of success. Her leadership philosophy revolves around valuing, respecting, and actively participating with the team to create an environment conducive to success.
