New Waterloo

Mindi Marshall

Guest Experience Strategist

Creating Exceptional Hospitality through Empowered Teams

I believe operational excellence starts with giving our associates a strong foundation. What that looks like is thoughtful onboarding, a clear hospitality philosophy, and established steps of service - that way we equip our teams with the knowledge and confidence to deliver an exceptional experience consistently. That foundation allows them to move beyond the mechanics of service and focus on what makes hospitality meaningful: connecting with our guests on a personal level.

One of our core values at New Waterloo is “Make It Better,” and our teams embrace that by looking for opportunities to understand our guests’ needs and preferences, finding ways to make their experience more special. Each shift is an opportunity to create those connections, anticipate needs, and add thoughtful touches that elevate a stay or dining experience. For us, it’s about balancing consistency in how we operate with the flexibility and genuine care that make each guest experience feel personal.

Balancing Digital Convenience with Personal Service

Guests increasingly expect the convenience of modern technology without losing the personal touch of face-to-face interactions.

By equipping our teams with the right tools and systems to simplify day-to-day tasks and creating consistent service standards, we enable our associates to focus on what matters most: the guest experience.

Whether that means anticipating a guest’s needs, creating a memorable moment, or resolving a problem, technology should enable our teams to deliver service that is both consistent and genuinely personal.

Empowering Leaders through Data and Accountability

At New Waterloo, we empower our leaders with the tools, data, and autonomy needed to balance operational success with the needs of our guests and teams. With direct visibility into key metrics, department managers take clear ownership of their outcomes, enabling them to evaluate results and adapt proactively.

Believing that everyone is a student, teacher, and leader, we foster supportive spaces where managers are encouraged to ask questions, share ideas, and continuously learn. Understanding the data behind our business helps our leaders make informed decisions that drive operational goals while creating an environment where our teams and guest experiences thrive and grow. Just as importantly, we encourage leaders to think creatively and have the confidence to challenge the status quo. We create the space to experiment, explore new ideas, and discover better ways of working. By balancing data-driven decisions with curiosity, innovation, and a willingness to try new things, we empower our leaders to find new paths that take us from good to great.

Turning Guest Data into Personalized Hotel Experiences

Technology and the emergence of AI are playing a significant role in shaping both guest expectations and hotel operations. Guests expect mobile and digital access, along with experiences that can be customized around the purpose of their travel and individual preferences. By leveraging data from CRM platforms, communication tools, and guest interactions, hotels can better understand their guests, creating a more personalized and consistent service journey wherever they travel.

For hotel operators, AI and integrated technology offer an opportunity to translate that data into action, from streamlining routine tasks and improving responsiveness to empowering teams to deliver more thoughtful, personalized service. The real opportunity is not simply to digitize the guest experience, but to use technology to make hospitality more intuitive, consistent, and personal while giving staff more time to focus on meaningful human interactions.

Developing Hospitality Leaders through Curiosity and Experience

I truly believe hospitality is the coolest job! At its core, hospitality is about people and creating fun, memorable moments for our guests. That’s what makes it so rewarding. Leading in hospitality starts with taking care of our team and creating an environment where they’re empowered to take great care of our guests.

Hotel operations can be challenging and chaotic, but are also incredibly rewarding and offer such a unique opportunity to develop and hone a wide range of skills.

For those aspiring to leadership roles, my advice is to remain curious, embrace every challenge, and learn how the various operational functions collaborate to achieve success. Because hospitality presents a vast range of opportunities, take the time to explore them, gain wisdom from those around you, and discover the career path that aligns best with your unique strengths and passions.