The Unique Leadership Approach of Herve Humler

An experienced hotel general manager (GM), Jeffrey Scott Sussman has been a private hospitality consultant in New York City since 2019. He previously served as GM of the Hashoo Group in Dubai. Jeffrey Scott Sussman learned a great deal from his former boss and Ritz-Carlton CEO Herve Humler.

Forbes Magazine called Herve Humler’s administrative approach at Ritz-Carlton “intriguing” in terms of cultural sensitivity and employee management. As Ritz-Carlton operates dozens of hotels around the world, Mr. Humler has taken great strides to ensure that each location authentically reflects the culture that surrounds it. In terms of staff oversight, he stresses the value of empowerment, calling his employees “ladies and gentlemen serving ladies and gentlemen.”

Although they serve, Ritz-Carlton employs should not view themselves as servants. Spurred by his belief that employee engagement leads directly to guest engagement, Herve Humler strives to recognize each staff member as an invested and trusted professional. He tells his employees that they have brains and hearts, and that they should use both on the job.

There is evidence that Herve Humler’s leadership approach is successful. His “A” score on the independent rating site Comparably reflects the fact that employees are very pleased with his leadership style/effectiveness.