Insights From the C-Suite: Susan Santiago, President, Hyatt Hotels Corporation

As part of a new, members-only series, Women Leading Travel & Hospitality is asking industry executives about their professional journeys, mentorship, how they stay up-to-date on the latest industry technology and trends, how they take care of themselves, and so much more. This week, insight comes from Susan Santiago, president of Hyatt. We asked Susan a series of questions about her career journey, her leadership philosophy, empowering her teams, and more.

Women Leading Travel & Hospitality: What is your leadership philosophy and how do you embody it?
Susan Santiago: At Hyatt, our purpose is to care for people so they can be their best. I pride myself on being in service to my team, our guests, and our owners. I’ve been with Hyatt for over 30 years, working my way through a series of progressively responsible positions before taking on the role of Hyatt’s first woman president in the company’s history. What I’ve found throughout these roles is the importance of demonstrating active listening, empathy, a commitment to the growth and development of others, and a focus on building trust and collaboration within teams. To me, business is personal. That's what compassionate servant leadership is all about.

WLT&H: How do you ensure your teams feel included, valued and empowered to bring their authentic selves to work?
SS: At Hyatt, we’re committed to leading inclusive teams and creating an environment where people can bring their whole selves to work each day. This enables employees to be their best and, in turn, better care for others. By intentionally creating a space where everyone feels they belong and can show up as their authentic selves, we’re able to harness our collective strength. I want everyone to feel like they belong, because that’s when the magic happens.

WLT&H: What innovative strategies or technologies do you see shaping the future of the hospitality industry?
SS: At Hyatt, we believe that innovative technologies and artificial intelligence help us advance care through data-driven decision-making and greater automation, ultimately freeing up capacity to focus more on human interactions and guest experiences. For example, we’re expanding our use of AI to enhance on-property experiences and improve operational efficiency through tools that support tailored guest recommendations. This is a journey to build the Hyatt of the future, without ever losing focus on care and our people, who are at the heart of Hyatt.

WLT&H: How do you approach succession planning and developing future leaders within your organization?
SS: Succession planning and leadership development are all about lifting others as we climb. I believe in creating opportunities for colleagues at every level to grow, whether through structured programs or by fostering a culture of trust, collaboration and empowerment. We’ve been focused on providing the right tools and support to help colleagues advance in their careers, whether that’s through leadership coaching, skill-building initiatives, or programs designed to develop the next generation of general managers. At the heart of it all is care — not just for who our colleagues are, but how they are. Ensuring our teams feel supported and valued is key to developing strong, confident leaders for the future.

WLT&H: You began your career in hospitality as a server at a Hyatt property. What drove you to reach for excellence in your career?
SS: I actually began my career in teaching before joining hospitality, and because of teaching I discovered my love for coaching and helping others learn. I'm a curious leader and thrive when I'm learning. Soon after I started my first job with Hyatt, I realized I had found my calling — to help others along their journeys in travel and life. The hospitality industry is an incredible community to be a part of, one where entry-level opportunities often lead to fulfilling, life-long careers that can change the trajectory of someone’s life. The support of a mentor helped me recognize a leadership-driven career path. This is why I’ve been with Hyatt for over 30 years. The organization aligns with my core values and is committed to helping others build lifelong careers.