What makes for good leadership? And why is the human element becoming increasingly important, particularly in a digital world?

At the Work Culture Festival 2026, held as part of ORGATEC in Cologne, Dr Caroline von Kretschmann shared insights into her leadership practice. In conversation with Gesine Braun, editor-in-chief of Harvard Business Manager Magazine, the managing director of the Europäischer Hof in Heidelberg demonstrated how hospitality forms the foundation of a corporate culture.

Leadership and Corporate Culture: Putting People First

Her mission is clear: to create a place where people are happy – colleagues as well as guests. For her, the two are inextricably linked. After all, a special guest experience is created by people who feel valued themselves, find good working conditions and love what they do. Service excellence cannot, therefore, be achieved through standardised processes alone. It is an attitude that grows through daily interaction.

“We want to develop people.”

This understanding shapes her approach to leadership. Authority does not require a loud voice, and humour certainly does not stand in her way. The fact that Caroline von Kretschmann refers to her colleagues rather than ‘staff’ is in keeping with her ethos: developing people, building trust and sharing responsibility. It is precisely in difficult times that a company’s commitment to its values becomes apparent. The way in which people are let go also says a great deal about the corporate culture.

Digitalisation in the hotel industry: more time for genuine encounters

As a representative of the fourth generation, she is shaping the family business with her own particular focus. Whilst previous generations modernised and expanded the hotel, she is focusing particularly on contemporary management structures and the development of the people within the organisation. Her conviction is that: “A company can only credibly convey to the outside world what it actually practises internally.”

Digitalisation also has its place in this. Processes at the hotel are being automated to create more time for personal interactions. After all, the more digital the world becomes, the more valuable those skills become that cannot be digitised: listening, building trust, recognising needs and fostering relationships.

Her engagement on social media demonstrates just how effectively personality can be conveyed online. What began during the Covid-19 pandemic in collaboration with trainees has gained particular prominence on TikTok and prompted numerous job applications. There is therefore no shortage of skilled staff at the Europäischer Hof in Heidelberg. A living corporate culture becomes visible – and appeals to people who wish to become part of it.

“You really have to love what you do.”

In Cologne, Caroline von Kretschmann demonstrated how business development and human connection can be combined. Her example extends far beyond the hospitality industry: if you want to inspire people, you start with those who make it happen every day – your colleagues, their trust and the joy they find in working together.

Just how directly this attitude reaches people became clear immediately after the talk: a young man introduced himself to Caroline von Kretschmann because he wanted to work at her hotel. A lovely encounter that highlighted how a corporate culture put into practice can inspire people beyond the organisation’s own walls and spark a desire to become part of the team.

Would you like to find out more about Dr Caroline von Kretschmann’s leadership approach or book her directly for a talk? Please contact us: +49 (0)30 640 777 42 or [email protected]