Real Talk with Sarah Webb

Sarah Webb brings nearly 12 years of hospitality experience to her role as General Manager of Oswego Hotel. In this interview, she offers valuable advice for women aspiring to advance in the sector—balancing empathy with assertiveness and fostering open and uncomfortable communication. Sarah’s authenticity and deep passion for her team and guest experience are a contagious read!

You have nearly 12 years of experience in hotel leadership roles across Canada. What advice do you have for other women hoping to advance their leadership ambitions in the sector?

Learn to balance leading with empathy and kindness and being comfortable handling uncomfortable conversations. Knowing when to be kind and when to be firm is a valuable lesson that has helped me to grow, along with having confidence in your own decision-making abilities. 

What are some of your most proud and memorable career memories to date?

I feel a flash of pride each time I read a 5-star guest review and know that our team succeeded in the creation of another happy memorable stay for a guest- as travel memories are very important to me.

2023 was an exciting year personally to be a final nominee for Hotelier of the Year, Employees First, and Accommodation of the Year, both with the BCHA Industry Awards.

Seeing the expression of confidence in ability appear on a team member’s face when they know they’re in the right role and have been coached to succeed - every time that happens is also a very defining and proud moment.

The BC Hospitality Association specifically recognized you as a finalist for “Employees First”. What elements of your leadership style do you feel most contributed to that honour?

I believe that every team member is critical to the success of the operation, and I work to maintain an environment of authenticity and openness in communications. A space that everyone feels comfortable coming to and working within, and empowering staff at all levels. I model tenacity, reliability, kindness, and approachability- which trickles down to all levels of the organization.

Can you name another woman who has helped inspire your own journey?

Early in my career, I was part of the SKAL tourism club in my 20’s, and seeing the passion and motivation that all of the female hoteliers and industry leaders had after decades in the tourism world, inspired me to want to build a career as a hotelier. 

You are an enthusiastic champion for prioritizing mental wellness in the workplace. It’s even led you to operate your own mindfulness business! How did that passion for mindfulness and mental health come to be?

Mental wellbeing is more critical than ever, and we need our team to work with their inner tanks filled up. We see the difference that a genuine smile and compassionate care makes for our guests, and the ability to remain present. My own passion came from a time when I didn’t feel as present as I wanted to each day, and learning how to slow down and take life one day at a time, rather than compulsively over-plan (as I was prone to). It makes a huge difference personally (I’m known as someone who believes there is always a way to get a job done or a problem solved) and in encouraging calm and self-connectedness at all levels, it improves employee health and guest enjoyment of the Oswego experience.

How has your unique educational background and Masters of  Science in Business transferred over to your career path today?

My graduate degree was most useful in teaching me different ways of tackling a problem. Hospitality brings a bow, a wider variety of daily issues than I ever thought possible, and being able to remain nimble and quick in response while remembering there is never only one approach, is a teaching that carried over with me. Also, the exposure to many cultures and ways of viewing the world, as there were 25 different nationalities in my studies, helped to frame a very flexible and adaptable mindset in the lens through which I view the world. 

What change do you think the hotel industry needs to empower and elevate more female leaders?

Teaching women how to first of all know themselves, and recognize their own strengths and how to apply them. Communication courses teaching assertiveness and conflict resolution, and comfort in being uncomfortable.

As well, as removing the stigma that hospitality work is long days and always being on. Women can successfully lead a hotel, raise children, and maintain a healthy balance in life. Removing the workaholic mindset and learning delegation is very critical to this. 

As an avid traveller, how does your own passion for exploring influence your work?

I feel like I come alive inside when I’m exploring a new place, and I put a significant amount of energy into finding the ideal hotel for my travels (in recent years, Cuba, Mexico, England, and Spain). The accommodation becomes a setting for my travel memories, and I love unique properties that inspire calm, creativity, design, and a feeling of joy. I’ve found this encourages the way in which I manage and explore new marketing concepts, design ideas, and operations- though motivation to make the first impression feel good, and the environment inductive to celebrating all that is life and travel.

About Sarah

Sarah has a strong background in hospitality, with 16 years of experience in the industry. She has managed a wide portfolio, ranging from 32 to 80 suites, from boutique hotels, holiday rental apartments in Mexico, luxury cabins, and she teaches mindfulness communication programs to newcomers into Canada. 

Finalist as Hotelier of the Year, Accommodation of the Year, Employees First Award, all in the 2023 BCHA industry awards. 2024 Finalist for Chamber of Commerce Business of the Year. 

Her educational background includes a Masters of Science in Business from England.  Sarah has experience with the start up process (she has been involved in 4 start ups), a full range of marketing experience within hospitality, operational management, a keen understanding of hotel revenue and all of the channels to best utilize, and in motivating teams to perform and ensure the optimal guest experience. 

In her spare time, Sarah loves to experience life with her two active children, be active in the outdoors, read, and travel.