Authentic leadership — morning and nights — hotel exec with Jessica Cain

Jessica is the general manager of the Grand Hyatt Tampa Bay. She has more than 20 years of experience in full-service hospitality, including sales, events and hotel operations. She’s been with the Hyatt brand since 2008. On this episode, Business Observer Managing Editor Mark Gordon and Jessica talked about her start in hospitality — it includes answering a pay phone in her family’s upstate New York restaurant — and what motivates her to be a better leader. Jessica also talked about what’s influenced her leadership style, including things she aims to not do in building high-performing teams.

3 Takeaways

1. (07:40) Hospitality is about making people feel like they belong
2. (10:50) Good leadership is creating an environment where people are valued
3. (19:20) Sometimes you have to fake it until you make it, have composure

Timestamps

(00:00) Introducing Jessica Cain, general manager, Grand Hyatt Tampa Bay

(05:50) What motivates you, winning or not losing?

(06:55) Jessica’s hospitality career started from the beginning

(09:15) About Grand Hyatt Tampa Bay

(10:45) What is good leadership to you?

(12:30) Developing better leaders from within

(15:10) Leadership influences

(17:00) Hard to hear feedback

(18:20) Leading through uncertainty

(22:45) What is coming up in 2026 for Grand Hyatt Tampa Bay?

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