How We Earned an Employee NPS of 78 at Main Street Hospitality - Sarah Eustis

In this episode, Sarah Eustis, CEO of Main Street Hospitality, explains how the company earned an employee Net Promoter Score of 78 in an industry known for hiring and retention challenges. She breaks down the specific leadership behaviors, hiring philosophy, and feedback systems that shape engagement long before someone’s first day. The conversation focuses on interviewing for emotional intelligence, using 360-degree input, and treating development and feedback as daily operating disciplines. Hospitality leaders will take away a clear view of what high employee satisfaction requires and why it directly impacts guest experience and financial performance.

See our previous conversation: From 14-Year-Old Housekeeper to Ralph Lauren to CEO: What I've Learned in Hotel Management and Beyond - Sarah Eustis, Main Street Hospitality Group

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands