From Legacy to Leadership: Guiding the Next Generation at Handlery Union Square Hotel
I recently had the privilege of working with the remarkable team at the Handlery Union Square Hotel in San Francisco—a property rich in history and anchored in a legacy of hospitality excellence. Our first leadership workshop brought together employee and leadership survey results, guest sentiments from social media, and real conversations with the people behind the numbers. It was more than a data review—it was about listening to voices, understanding perspectives, and finding shared purpose.
Meeting Mr. Jon Handlery, a true icon of San Francisco’s hospitality scene, was an honor. Equally inspiring was connecting with the next generation of leadership—Jack, the General Manager, and Laura, Director of Sales and Marketing—whose active participation showed their commitment to building a culture that honors tradition while embracing the future.
During the session, I introduced one of my favorite quality and leadership tools—the Six-Step Problem-Solving Process. Watching the team use the “Ask Why 5x” technique with genuine curiosity reminded me that even the simplest tools become transformative in the hands of leaders who are open, honest, and eager to grow.
What impressed me most was the energy in the room. Thirteen department heads, managers, and supervisors leaned in, shared openly, and worked collaboratively to address real challenges. Their ideas were practical, their discussions insightful, and their willingness to learn together inspiring. Each of these leaders left with a three-month improvement project – a concrete commitment to strengthen employee engagement and satisfaction, helping make their hotel a truly great place to work.
And this was just the beginning. I was thrilled to return for the follow-up session, From Managing to Meaningful Leadership, with the very same group. This time, they went through an engaging Situational Leadership training—complete with role-playing of real hotel scenarios—to make the learning more relevant and immediately applicable. Together, we explored emotional intelligence, building trust, leading with purpose, and shifting from simply “getting things done” to creating environments where people feel safe, empowered, and motivated to excel.
A heartfelt thanks to Ms. Courtney Bell, Director of Human Resources, whose belief in this process made it possible. I look forward to seeing how this passionate team continues to grow—not just as managers, but as leaders others aspire to follow.
