GGW Voices is an ongoing collaboration between CDC Gaming and Global Gaming Women featuring commentary and insight from women in the gaming industry.
As the Executive Director of Sales, I’ve learned that leadership isn’t about titles or transactions—it’s about trust. It’s about people. It’s about recognizing that the way we lead, communicate, and collaborate directly shapes the culture of our team and the success of our resort.
Hotel Sales is a high-pressure field, as we lay the foundation upon which other key segments—like Casino, Leisure, and others—build on. Our role is pivotal, but it doesn’t need to be driven by relentless pressure. At the core of my leadership philosophy is emotional intelligence—the ability to listen in the moment, respond with empathy, and lead with clarity and intention. When we operate with this level of awareness, the team responds with effort, consistency, and integrity. Everyone benefits, creating long-term success.
My team understands the bigger picture. We know our role in the hotel’s success, and we take ownership of it. We don’t just focus on our own clients or the world of sales—we see the full scope of every booking. We recognize the impact of every negotiated rate and how each promise affects the customer journey. That shared responsibility fosters respect—for the clients, for the business, for each other, and for the ripple effect of our decisions.
It’s not about personal wins—it’s about moving together as a team toward a collective goal. The team only feels successful when everyone is successful. I want our team to feel grounded, valued, and inspired to strive. I want them to know they are seen, heard, and supported—not just as professionals, but as people.
Collaboration over competition
One of the most powerful shifts we’ve embraced is redefining our relationship with our revenue management counterparts—not as a hurdle to cross, but as strategic partners. We operate as one team, not two separate departments. The same applies to our collaboration with the Casino team—our meeting space is a valuable shared resource. When we align early, plan thoughtfully, communicate consistently, and demonstrate flexibility, everyone benefits.
This level of collaboration doesn’t happen by chance—it starts with a beginner’s mind. We stay curious, ask questions, and aim to understand the full picture. When leaders align and ask, “How can we make this work for everyone?” solutions begin to surface. It all starts with engagement, building relationships, and fostering trust.
One of the most important principles the team fully embraces is this: we are here to book the right business, not necessarily your business. We hold daily meetings to ensure we are collaborating and contributing our insights on potential bookings. These forums allow everyone to express their opinions based on experience and perspective. Decisions are made as a team, and respect is always demonstrated.
It is possible to build a sales team without egos, where the only competition is with oneself. That means practicing humility and teamwork, even when multiple team members are bidding on the same dates. Decisions are made thoughtfully, and, because the team genuinely respects one another, they respect the outcome.
Clarity builds confidence
Clear guidelines, expectations, and consistent communication are underrated gifts. When guidelines are well defined, people feel more confident, empowered, and informed. That’s why we’ve established clear booking procedures, revenue goals, and transparent processes.
We review goals monthly—not only to track performance, but to offer support, make adjustments, and encourage growth. These conversations lead to problem-solving, spark innovative ideas, and strengthen our relationships. We take time to ideate new concepts and address challenges that affect everyone. Training is not a box we check—it’s a commitment to continual growth. We are lifelong learners, bringing valuable experience to the table, and we learn from one another when the setting encourages it.
And while professional development is a priority, we intentionally integrate personal growth into our training. We introduce topics that support emotional resilience and well-being—managing stress and burnout, personal branding, nutrition, setting boundaries, and learning how to prioritize self-care.
Our clients are seeking this knowledge, and our team deserves it too. We aim to provide the resources, support, and knowledge to help our team feel good and thrive. When people feel whole, they show up with more focus, energy, and creativity. They see the brighter side of situations, and that energy is contagious.
Communication with intention
In a world where communication comes from every direction, we as leaders must ensure our messages are received and understood. It’s our responsibility to reach our teams through multiple channels. Face-to-face is always the first approach, followed by written communication and a check for understanding. It’s intentional, proactive, and ongoing.
We also host one-on-ones, roundtables, and skip-level meetings to ensure every team member has a voice and feels informed. We use the feedback gathered to tailor future communication, trainings, and initiatives. Communicating with intention means cutting through the noise to make meaningful connections.
Recognition at every turn
At the heart of everything is recognition—both big and small. We celebrate growth, achievements, and effort. From securing a multi-million-dollar agreement to handling a guest with professionalism and grace, recognition comes in many forms. Whether through a handwritten note, a celebration among peers, or intentional time together, it’s woven into our daily culture. Gratitude is the foundation. People deserve to feel valued, appreciated, and acknowledged for their contributions.
Leading with heart
I believe in cultivating a culture rooted in gratitude—where empathy meets every interaction, where performance is inspired by trust rather than pressure. Where we hold each other accountable and raise each other up. Where people come first, knowing that results will follow.
We’re not just here to fill guestrooms and hit targets. We’re here to elevate the guest journey, create a workplace that feels like home, and celebrate every effort along the way.
