This feature is in our weekly Monday Morning Report newsletter, which showcases our highest-level members. Leaders You Should Know highlights community leaders who are making a notable impact in the Nashville region.
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Meet Marc Sternagel, Area General Manager at Grand Hyatt Nashville
Tell us about yourself?
I am currently the Area General Manager for Grand Hyatt Nashville and oversee as part of my responsibilities the Autograph Union Station Nashville Yards Hotel as well as two other properties in San Diego, CA. I am originally from Germany and have worked in Germany, Sydney/Australia as well as New York City.
I have a big passion for people and service. I still believe in creating extraordinary experiences in the hospitality field by curating activations for all our guests. Our people always come first for me. Caring for your team helps build retention and loyalty. We are actively utilizing training and education to keep investing in the strong workforce within Nashville. Hospitality is an art, craft, and a career. Often it is portrayed as a job, however for most, it more than this. It is passion for people, passion for the art of making guests feel welcome, and a career path which does not require high end degrees. Also, I am a father of two college students and live with my wife Tanja and our Labradoodle Stella in Spring Hill.
Tell us about your business/industry?
At Grand Hyatt Nashville, as well as across the entire Nashville Yards campus, we are building an extraordinary hospitality experience. In no part of town can you enjoy luxurious accommodation, carefully crafted dining experiences, play pickleball or putt on our 9 hole putting greens, see your favorite artist at The Pinnacle while strolling through the Ascension St Thomas Landing, like you can in the Yards. We can accommodate large scale events, trade shows, conferences as well as fairytale weddings at Union Station. Hospitality is a key business driver and revenue generator in the Nashville area we are proud to play a major role in it.
What should we know about you?
I am originally from Germany and have lived in the United States for almost 20 years. I enjoy being part of the Nashville community and to be an active part of it. When I need some time for myself, there is no better way than exploring our wonderful State from above. I am an active member of the Civil Air Patrol, a volunteer organization under the US Air Force umbrella. I am a licensed private pilot and enjoy a fun round of golf.
How did you get to your current position?
Hospitality is all about gaining experience in different places. After 15 years in New York City in Corporate as well as property management positions, the Pandemic made is rethink living in a big metropolitan area. When the opportunity came along to join the newly opened Grand Hyatt Nashville, it made it easy for us to trade the East Coast for the South.
What value do you see in Chamber involvement?
Becoming part of a community also means getting involved. The Chamber provides a forum to meet business partners, learn about ongoing issues and being educated. Its a great organization representing the interests of the local business community. Especially in a city like Nashville, personal connections and relationships help to make us a better and more attractive place, for businesses or visitors. It helps and assist to build a great and strong sense of belonging and community.
What is your leadership style? How does that motivate yourself and your team?
I very much enjoy working in a collaborative and open environment. Personal connections to my team are important to me. We operate under the “upside down” organizational chart philosophy. It simply means that I am the least important person in the organization while the management focus remains on our front-line employees. All our colleagues who face our guests and delivery our service promise are the key drivers for success.
I must build a culture which is people based, meaning we want people to enjoy coming to work. We enjoy building career paths for our team, seeing them grow and succeed. We share less financial success with our teams; we focus more on the personal interactions from our team with our guests. We highlight personal success stories and the ways our team impacts the guest experience. I get motivated to give my very best every time I see internal promotions and our guests recognizing the hard work from our team.
What makes you proud to live and work in the Nashville area?
The sense of community and willingness to partner with other business makes me very proud. Nashville has a “can do” attitude, meaning that business join force in order to create great experiences for our visitors and guests. There is a strong sense of belonging and willingness to achieve positive results. The warmth and Southern Hospitality clearly is not just a myth, it is practiced every day.
What is the future of AI and new digital technologies in your industry?
AI and technology will always be a part of progress and growth. In our industry however, the personalization of an experience still holds a high value. AI will not be able to replace a personal touch, a smile and empathy. While we see technology in use to enhance certain aspects of service, it will never replace the human interaction. Both AI and technology are a part of offering choices, not to replace though.
What is your favorite local restaurant?
Our newly opened Prime + Proper Steak House is certainly my new favorite. The design, vibe, service delivery and culinary offering is taking Nashville to a new dimension in terms of high quality dining.