What does it take to make it as a woman in hospitality? These GMs know.
With a nod to Women’s History Month this March, we asked three of Arlo’s formidable female leaders for their thoughts on being a woman in the hectic hospitality industry, and what advice they’d give young women with an eye on following in their successful footsteps.
Meet the GMs
Mary O’Sullivan, General Manager, Arlo NoMad
Growing up in a vibrant tourist area in Ireland exposed Mary to a world of diversity. After management training in Germany, she moved to the US, first to work with Marriott in Baltimore, and then, after winning a green card via the lottery system, to New York. Mary joined Arlo two years ago, finding the brand the perfect fit for her passion for independent lifestyle properties.
Kierra Moore, General Manager, Arlo Chicago
Kierra says she entered hospitality by accident, starting out by driving Uber while in school before launching her career at hotels. Drawn in by the dynamic energy and people-oriented culture, she worked in multiple departments before becoming GM at Arlo Chicago.
Jennifer Hiblum, General Manager, Arlo Wynwood
Originally from New York, Jennifer fell into hospitality after moving to Scottsdale, Arizona, where she interviewed for a security coordinator role but was instead offered a coordinator position in sales and marketing. Jennifer fell in love with the industry, a passion that runs in the family, as her husband Steven has also worked for Arlo.
The Q&A
You all prove that women can excel in hospitality leadership roles.
What qualities or skills do you think women bring to hospitality that make them thrive in this world?
Mary: We thrive by leveraging our emotional intelligence, fostering a work environment where we support and mentor each other. As women, we also need to be resilient and adaptable to any situation, always multitasking.
Kierra: Women bring strong emotional intelligence, communication, and adaptability to leadership roles. Women have that natural balance of empathy and accountability, which helps create a strong culture and strong results.
Jennifer: Women bring a powerful combination of heart and high standards to hospitality. We’re deeply people-focused. We lead with compassion and empathy but also with clear expectations. That balance of caring about people and performance shows up everywhere, from the heart of the house to the front of the house. We don’t just do the job, we take responsibility for the outcome. We step in, solve problems, support the team, and make sure the guest experience is exactly where it needs to be.
How would you describe your leadership style?
Mary: As a leader, I prefer to work with people more than working solo. I believe my teams, past and present, would say that I’m a hands-on leader. I lead by example. I would never ask anyone to complete a task that I would not complete myself.
Kierra: My leadership style is visible, structured, and culture-driven. I believe clear expectations and consistent leadership build trust across the team. When trust is strong, performance and guest experience naturally follow.
Jennifer: My leadership style is grounded in accountability, clear communication, and genuine care for people. I believe in supporting people and helping them succeed, which ultimately means we all succeed. My mother was a VP of Finance for a clothing company, and growing up, I spent a lot of time at her office. When something went wrong, her response was never blame, it was always: ‘Help me understand what happened.’ That simple shift lowered defenses, focused everyone on solving the issue, and made sure we learned from it so it didn’t happen again. Her influence really shaped me.
What advice would you give to young women who want to build a career in hospitality?
Mary: Find your tribe. Surround yourself with women who will hold you accountable, and push you out of your comfort zone. Life is a continuous learning opportunity. Learning from mistakes makes us more human.
Kierra: Learn the business from the ground up and seek exposure to every department. Confidence comes from understanding operations, not just holding a title. Stay consistent, stay curious, and speak up for your growth.
Jennifer: Learn as much as you can and experience as many areas of the business as possible. Hospitality is one of those industries where the more you understand how everything works, from operations to sales to guest experience, the stronger and more confident you’ll become as a leader.
I also encourage people to consider lifestyle hotels. They tend to have a stronger sense of community, creativity, and connection and you often get exposure to far more than you would in a big-box environment. You’ll stretch, grow, and learn things you never expected.
Most importantly, you have to truly love what you do. The hours can be long, the pace is fast, and it demands a lot from you. But if you’re passionate about people and creating experiences, it’s one of the most rewarding careers there is.
As you look at the next wave of young women in hospitality, what makes you excited about the future?
Mary: The women before us created a path for us, and we continue to do so for the next generation. There are more opportunities for the next generation. They’re not afraid of failure, and I believe women are now more able to defend themselves. What was acceptable 20 years ago is no longer tolerated.
Kierra: What excites me most is seeing women step into powerful leadership roles at younger and younger stages in their careers. So many incredible women before us opened doors and created opportunities that didn’t always exist. I feel honored to keep that door open and help create space for the next generation of female leaders coming up behind us.
Jennifer: What excites me is how confident and purpose-driven the next generation is. Young women entering hospitality today want to build culture, create meaningful experiences, and lead in ways that are both innovative and collaborative. They’re not afraid to speak up, challenge the norm, or bring new ideas to the table. And they care deeply about community, inclusivity, and connection, which is exactly what hospitality is all about.
From these inspirational women, and everyone at Arlo, Happy Women’s History Month!
