Charlene “Charley” Carter

A guest can tell when someone is following a script. They can also tell when someone genuinely cares.

That’s what Brené Brown’s *The Power of Vulnerability* makes me think about. It’s one of the most watched talks TED has shared, and its message about human connection still feels timely.

In hospitality, we often ask people to have every answer and keep everything moving. But some of the strongest moments I’ve seen began with someone saying, “I’m sorry. Let me find out,” and staying with the guest until they did.

That kind of honesty builds trust. It matters just as much between coworkers as it does at the front desk.

If you have 20 minutes, this talk is worth your time: https://www.ted.com/talks/brene_brown_the_power_of_vulnerability

What has a colleague or leader done that made it easier for you to be honest at work?

The power of vulnerability Brené Brown studies human connection -- our ability to empathize, belong, love. In a poignant, funny talk, she shares a deep insight from her research, one that sent her on a personal quest to know herself as well as to understand humanity. A talk to share.

Today, on American Business Women’s Day, I’m honoring the women who have helped build, shape, and keep hospitality moving.

Some built iconic spaces.

Some built legendary brands.

Others built cultures where guests felt seen, employees felt valued, and the next generation of leaders could rise.

From Mary Colter and Jennie Grossinger to Marilyn Carlson Nelson and Sheila Johnson, women have shaped far more than an industry. They have shaped how people experience welcome, belonging, and care.

That legacy continues today—in boardrooms, hotel lobbies, kitchens, sales offices, engineering departments and housekeeping corridors.

Leadership in hospitality has never lived only in the C-suite. It lives wherever a woman takes responsibility for the experience and raises the standard for everyone around her.

Tag a woman in hospitality whose leadership deserves recognition. Let’s make her work part of the story.

Gratitude has a way of shifting our perspective. When we pause to recognize what’s good—even in the middle of a difficult season—we make room for more joy, more grace and more connection.

On World Gratitude Day, I’m especially thankful for the people who encourage me, pray for me and remind me that every day is a gift. 💛

What will you intentionally show gratitude for today? Tell me in the comments—I’d love to celebrate it with you.

At 2:14 a.m., a traveler walked into a sold-out hotel.

No reservation. No available rooms. Phone nearly dead.

The night auditor could have said, “I’m sorry, we’re full.”

Technically, that would have been enough.

Instead, she called three nearby hotels until she found an available room. She wrote down the address, charged his phone and made him a cup of coffee while he waited for his ride.

Her hotel never earned a dollar from him.

But she still treated him like a guest.

That is the part of hospitality we don’t talk about enough.

True hospitality isn’t a transaction. It’s what happens when someone needs help and you decide they matter—even when there is nothing in it for you.

Policies tell employees what they’re required to do.

Culture teaches them what kind of people they want to be.

And somewhere tonight, a night auditor will quietly protect a hotel’s reputation without anyone in leadership ever knowing.

Notice those people.

They are the ones carrying your brand when no one is watching.

—Charley Carter
Choose Carver

A housekeeper once told me, “Most guests will never know my name—but they’ll know how I made the room feel.”

That stayed with me.

She may never meet the family who walks into that room exhausted from a long day of travel. She won’t see the mother relax when everything feels clean and cared for. She may never hear the guest say, “This feels good.”

But her work matters.

Faith reminds us that our purpose isn’t measured by applause. Some of the most meaningful work happens quietly, behind closed doors, when no one is watching.

God sees the hands that serve, the heart behind the work and the care placed into every detail.

“And your Father, who sees what is done in secret, will reward you.” — Matthew 6:4

To every housekeeper doing work that is often unseen: you are seen, you are valued and what you do makes a difference.

You have the power. Your energy is your power.

It’s in how you walk into a room, how you make people feel, and what you choose to give your attention to.

Bring the optimism. Make the connection. Share the joy. Protect the energy that lets you do it.

You have more influence than you realize. Use it well. 💙

Twenty-five years ago today, the world seemed to stop.

We remember the lives taken, the families forever changed, the first responders who ran toward danger, and the ordinary people who became extraordinary for one another.

A quarter-century has passed, but grief does not follow a calendar—and neither does love.

On this Faithful Friday, I’m holding close the words of Psalm 46:1: “God is our refuge and strength, an ever-present help in trouble.”

May we honor September 11 not only by remembering how many we lost, but by choosing again the compassion, courage, and unity we found in one another.

We remember. We pray. And we will never forget. 🇺🇸

Every organization has someone the calls route to at 6am. Not always the person with the title. She's the one who knows what's broken and why, who's about to quit, what the client actually wants. Everyone already knows.

What I've learned is that the title eventually has to catch up to the reality — and the leaders who make that happen early are the ones who keep their best people.

Not because it's fair, though it is. Because naming someone changes what they can do. She stops working around the org chart and starts working through it. Decisions get faster. The room gets smarter.

If you're already relying on someone that heavily, you've done the evaluation. The only thing left is to say it out loud, in a room where it counts.

That's the easiest thing on my list most weeks, and it's still the thing that gets put off the longest. Don't put it off.

So proud to share this one. 👏 Meshi Carter was just promoted to Director of Administration at Carver — a job she's honestly been doing for a while now without the title. She works hard, keeps everything running, and never asks for credit. Congratulations, Meshi. We're all cheering for you today. ❤️

We’re proud to celebrate Meshi Carter’s promotion to Director of Administration. Her leadership, dedication, and behind-the-scenes impact help keep Carver moving forward every day. Congratulations, Meshi—well deserved!

Years ago, I walked into a hotel restroom and saw two employees standing at the mirror.

One was wiping away tears. The other quietly handed her a tissue and waited while she pulled herself together.

A few minutes later, they both walked back out and returned to work as if nothing had happened.

I never knew what she was carrying that day, but I’ve never forgotten that moment.

The people we work beside may be caring for a sick parent, worrying about a child, nursing a broken heart, or facing a bill they don’t know how to pay.

A little grace at work can mean more than we’ll ever know.