The Need for More Empathy in Leading Teams in Saint Lucia

A Reflection for SLHTA Members

In recent years, leadership conversations worldwide have shifted from authority to authenticity — and St. Lucia’s hospitality industry has been part of that evolution. Across our hotels, resorts, and tourism organizations, we’ve seen leaders step up with resilience, adaptability, and care. Yet, as guest expectations rise and workplace demands intensify, one quality continues to distinguish truly effective leaders: the ability to understand and connect with their teams on a human level.

Empathy — or simply the ability to lead with understanding — is no longer a “nice to have.” It’s a core leadership skill that enhances decision-making, communication, and trust. When paired with technical and operational expertise, it turns management into mentorship and direction into connection.

The Impact of Understanding

When leaders take time to listen and show genuine care, employees feel supported and valued. This sense of belonging fuels motivation, creativity, and collaboration — all essential in a fast-paced hospitality environment.

Without that connection, however, employees can quickly become disengaged or feel unseen, which often leads to burnout and turnover. These challenges are not unique to St. Lucia, but they’re deeply felt in service-driven industries like ours, where people are the product as much as the process.

Many organizations on the island have already made strides toward building healthier, more people-centered workplaces. By continuing to foster open communication and prioritizing employee well-being, leaders can strengthen both team morale and guest satisfaction — two sides of the same coin in hospitality.

Leadership Through Connection

“We can’t be courageous leaders if we’re not vulnerable.” — Brené Brown, Dare to Lead

In Dare to Lead, researcher and author Brené Brown reminds us that courage and vulnerability are inseparable. Leaders who show humility, acknowledge their challenges, and create safe spaces for open dialogue inspire trust and accountability within their teams.

This has been true in my own experience as an HR professional. Early in my career, I relied heavily on traditional performance management models — efficient, but often transactional. Over time, I learned that leadership is less about control and more about connection. When I began approaching conversations with curiosity and compassion, I saw teams open up, communication improve, and performance strengthen.

True leadership is about helping others thrive — not just in their roles, but as people.

A Shared Path Forward

The St. Lucia Hospitality and Tourism Association (SLHTA) continues to play a pivotal role in shaping the future of our workforce. As members, we have an opportunity to build on the strong leadership that already exists by deepening our focus on emotional intelligence and people-centered management.

Developing leaders who understand both business and human needs will ensure our hospitality sector remains resilient and competitive. By continuing to model care, respect, and authenticity, we can create workplaces that uplift employees and delight guests — strengthening the heart of St. Lucian hospitality.

About the Author

Yandi Martelly is the founder of Training Program Solutions, a professional development firm dedicated to helping organizations strengthen leadership and team performance. With over 20 years of experience in HR and learning across global industries, Yandi advocates for emotional intelligence, empathy, and trust as foundations for lasting success.

📧 Contact: info@trainingprogramsolutions.com

🌐 Learn more: www.trainingprogramsolutions.com

Building Skills for Tomorrow, Delivering Results Today.