Virgin Hotels

John Lemonis

John Lemonis is an experienced people and culture professional with a dynamic background in hospitality, operations, and human resources. He has built a career around nurturing thriving teams, driving culture-forward initiatives, and optimizing systems to work smarter, from payroll administration to creative retention strategies.

John brings a hands-on understanding of general management, P&L, budgeting, and performance. He shared his expert insights for the 2025 edition of Manage HR and valuable thoughts on the high turnover faced in the hospitality industry and the role of building a culture to lower retention rates.

As Assistant Director of People and Culture for Virgin Hotels, based in Nashville, Tennessee, I have discovered one immutable truth: for lasting success, hospitality must endure and overcome the challenges associated with high turnover. This is an Industry-wide issue that affects how we do business. Achievement in this area will never happen by accident, and we have developed four focal points that have led us to a much better culture and retention rates.

Strong Roots

Roots are essential to any living, breathing entity anchored in place, including a business. The deeper and wider they grow, the more stable and resilient the organization becomes. This foundational strength is what allows visible growth to flourish above the surface. At the heart of this process lies a belief system. Regardless of what has been written in handbooks or posted on walls, a company’s true values are revealed in how it defines and delivers hospitality, the respect it shows to its employees, and the standards to which its leaders are held.

Recognizing that people are the heartbeat of our organization compels us to treat them as our most important and valuable resource. These roots are nurtured through two essential commitments: service to one another on the team and excellence in execution for the guests. When these values are consistently demonstrated, trust begins to grow not just, in what we do, but in who we are. As Richard Branson famously said, “A happy workforce creates happy guests… and better returns.” We have found that to be true, and it all begins with strong roots.

Intentional Retention

It is easy to fall into the trap of accepting poor retention as an industry norm, especially in high-turnover environments like the hospitality industry. But retention begins long before the first shift. It starts with setting clear, uncompromising standards for the kind of team we want to build. Hiring the most talented and trainable individuals is not optional, it is essential. Desperation hires may fill a schedule, but they rarely build a culture. Our expectations must remain consistent, and our hiring decisions should reflect how we want to present ourselves to our guests.

Every team member we bring on board becomes an ambassador of our brand. That’s why our people strategies begin with thoughtful, tailored onboarding. We designed our onboarding experience to reflect our values and passion long enough to communicate our message, but concise enough to avoid overwhelming new hires with endless paperwork or forced icebreakers. From day one, we prioritize getting to know our team members personally. That connection matters.

“For lasting success, hospitality must endure and overcome the challenges associated with high turnover. This is an industry-wide issue that affects how we do business”

Training is another cornerstone of retention. We invest in making our teammates better at what they do, to meet expectations, and to build confidence and prepare them for growth. Advancement becomes a natural next step when people feel capable and supported. And we don’t stop there. We build team spirit by building identity. Who are we? What do we stand for? What do we deliver together? Retention is not just about keeping people, it is about keeping the right people, for the right reasons, in the right culture. And that takes intention, not luck.

Epic Recognition

There is no substitute for celebrating people when they rise to the occasion. Recognition isn’t just a pat on the back, it’s a declaration: “You are seen. You are heard. You’ve made a difference.” When we dedicate intentional space to acknowledge excellence, we do more than boost morale—we build momentum.

Recognition accelerates culture. It sets a standard, reinforces values, and inspires others to follow suit. Whether it’s a quiet thank-you, a public shout-out, or a team-wide celebration, the message is the same: what you do matters. When people feel valued, they give more, grow more, and stay longer.

In hospitality, where the pace is fast and the demands are high, recognition becomes a lifeline. It reminds our teams that their efforts aren’t invisible. It turns everyday moments into meaningful ones. Most importantly, it creates a ripple effect and one act of appreciation can spark a dozen more.

Epic recognition is not optional. It’s essential. When done well, it becomes the heartbeat of a thriving, people-first culture.

Unrelenting Resilience

There was once an ad campaign that boldly declared, “Never let them see you sweat.” While catchy, the deeper truth in hospitality is this: resilience is not about hiding the pressure, it is about rising through it with class and purpose.

In our world, challenges come fast and often. Turnover, guest demands, operational pivots, they test our limits daily. But resilience isn’t forged in comfort. It’s built in the fire. And like the legend of the phoenix, we sometimes find ourselves consumed by the heat of circumstance. Yet from those ashes, we rise renewed, vibrant, and stronger than before.

True resilience is not just surviving the hard days; it is showing up with grace, clarity, and conviction. It’s leading with transparency, communicating with purpose, and creating space for people to be human. When our teams see that we can navigate obstacles without losing our center, they learn to trust our leadership and our character.

We do not pretend that the fire is not real; we walk through it. And in doing so, we model what it means to lead with heart. Resilience is the quiet power behind every great culture. It is the reason we endure, evolve, and ultimately, excel.

Strong Roots, Intentional Retention, Epic Recognition, and Unrelenting Resilience are not just strategies, but foundational principles for building a thriving culture in high-turnover industries. When embraced with purpose and consistency, they create an environment where people feel valued, supported, and inspired to stay. In hospitality and beyond, culture is not built overnight, but with the right focus, it can be built to last.