Kindness Without Standards Fails People. Standards Without Kindness Break Them. After 25+ years across cruise ships, island resorts, and high-pressure hospitality environments, one truth has stayed consistent for me: Empathy and accountability are not competing values. They are inseparable. I’ve seen crew members break down mid-shift. I’ve seen capable leaders miss deadlines when life hit hard. And I’ve been in the room when performance warnings were issued, contracts weren’t

Over the years, my role has grown in scope and complexity—but one practice has stayed constant:  I still walk the floors. Not as a...

Onboard a cruise ship, you're surrounded by people from over 60+ nationalities, speaking dozens of languages, practicing diverse...