Leading well and living well: 5 lessons from hospitality’s evolution

“The hospitality industry is undergoing rapid transformation,” says Nevila Dudaj, Owner of Adriatik Hotel, Founder of Adriatik Tours LLC, and member of the leaders circle. “Over the next 5–10 years, I foresee an even stronger integration of wellness, sustainability, and technology. Guests today are seeking more than a stay—they want immersive experiences that enhance their well-being and connect them to local culture.”

These shifting expectations come with a change in business strategy — Nevila shares that success is now the result of embracing adaptability, continuous learning, and wellness on all levels, from looking after one’s mental health as a leader to introducing self-care initiatives for employees. This is especially important in the hospitality sector, which is linked to the highest rates of common mental health problems. 

So, what can you do as a leader that positively impacts your employee satisfaction, your personal life, and the quality of your services in an ever-changing world? Let’s take a look at the five major insights Nevila has gained through years of navigating leadership and balancing ambition with self-care.

Firstly, “Leadership today is not about hierarchy, it’s about humanity,” Nevila points out. “It’s about leading through change with grace, being resilient when faced with crisis, and staying curious even in success.”

Since hospitality is about people, Nevila has learned that it’s important to connect with your team — no matter the industry — on a human level. This can be done by cultivating “a culture of ownership,” which means that each manager is empowered to make decisions, increasing their sense of agency and motivation. 

Research backs this up: based on a 2024 study, employees who are involved in decision-making have a stronger sense of commitment to their company and experience higher job satisfaction. “Innovation doesn’t trickle from the top,” Nevila explains. “It rises from within.”

“We want our team to feel seen—not just as employees, but as people,”Nevila tells us, cementing the fact that humanity is at the core of effective leadership. 

Here are three of the practical measures Nevila’s team has implemented at Adriatik Hotel:

• flexible working hours for staff (“burnout serves no one,” Nevila says)

• wellness days for employees

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• access to counseling through HR partnerships

Another piece of advice on how to lead with empathy is to let your employees see you as the human you are: “The most surprising realization? That vulnerability as a leader builds deeper loyalty and trust.”

3. lead by example and prioritize your work-life balance

Introducing wellness days and flexible working hours for employees is one thing; cultivating a culture where leaders apply the same rules to their own lives is another. 

“Leaders carry heavy loads,” says Nevila. “In hospitality, you’re solving problems 24/7.  I’ve learned the hard way that ignoring mental health leads to poor decision-making and disengagement.” 

Stressing that balancing leadership and personal life isn’t about perfection but rather about presence, she says how important it is to reserve time blocks for work and family, lean on mindfulness (“daily moments of reflection help me reset”), and take walks daily (“just 20-30 minutes of solitude changes my day”).

One of Nevila’s major leadership insights is to stop seeing career and family as opposing forces. “I invite my family into the journey, I share stories with them, ask for their input, and make them proud of what I build.”

“To women reading this: The balance isn’t perfect. But it is possible. Your ambition doesn’t cancel your love; it complements it.”

Another key to effective leadership built upon empathy is an open and flexible approach to Diversity, Equity, and Inclusion. 

Nevila’s experience is that of hiring from diverse backgrounds, including minority and female talent in senior roles, and highlighting diversity as an essential component of strong teams and a rich guest experience.

“Organizations must do more than set quotas,” she asserts. “They must create space for voices to be heard. That means investing in training, mentorship, and inclusive leadership policies.”

Finally, you won’t get leadership right on the first go (or even the second or third). It’s all about continuous practice.

The key lies in a mindset shift: “There were moments I thought I failed, especially early on,” Nevila confides. “But each setback became a stepping stone. I learned how to evaluate situations with clarity and find the best solution to succeed.”

Ending on a strong note, she says, “Failure is feedback. It tells you where you need to grow. My advice? Don’t avoid it, study it and learn from it.”

You might think of wellness as a few pampering sessions at the spa, but in reality, the concept of self-care and taking a well-deserved break goes beyond that. It’s the foundation of a workplace that’s based on humanity rather than hierarchy; it’s a shared mindset that allows everyone, including those in charge, to invest time and energy in their personal lives; it’s a way to show up for yourself.

As Nevila says, “To the women in hospitality, and those who aspire to lead: your voice matters. Whether you are building a hotel, launching a tour company, or managing a team, try to lead with clarity, courage, and compassion.”

Want to connect with leaders like Nevila and be part of an exclusive space for impact-driven decision-makers? Learn more about the leaders circle here.

Nevila Dudaj, with 22 years of rich experience in hospitality and tourism, stands as a distinguished entrepreneur and leader. As the CEO of Adriatik Hotel and Founder of Adriatik Tours LLC, she has revolutionized hospitality in Albania and extended her influence to the USA. 

Recognized as Albania’s Best General Manager in 2022 and a celebrated businesswoman, Nevila embodies a leadership style that is rooted in empathy, innovation, and unwavering commitment to excellence. Her journey from aspiring teacher and doctor to a renowned hospitality leader showcases her adaptability and passion for creating impactful experiences and fostering a nurturing environment for future leaders.