From Nurse to CEO: A Caregiver's Approach to Hospitality with Michael Tompkins

When I first started researching Michael Tompkins, I couldn't stop reading.His career has taken him from registered nurse to massage therapist, from helping shape Canyon Ranch's approach to health and wellness to serving as CEO of Miraval Resorts, Chairman of the International Spa Association (ISPA), and now General Manager of The Inn at Little Washington. Yet despite leading some of the most respected organizations in hospitality, one thing has remained constant throughout his career: a deep commitment to caring for people.That became the heart of our conversation.We explore what nursing taught Michael about leadership, why creating extraordinary guest experiences begins with creating an extraordinary employee experience, and how trust, empathy, and psychological safety shape the culture of an organization.Along the way, Michael shares practical leadership lessons that every hospitality professional can apply—from empowering employees to make decisions, to creating an environment where people feel safe to learn, grow, and genuinely care for others.In this episode, we discuss:Michael's journey from nursing to luxury hospitality leadershipWhy employee experience directly influences guest experienceHow to create cultures built on trust, empathy, and accountabilityWhy empowering employees leads to better serviceThe importance of knowing the people behind every roleWhy great leaders train their replacementLeadership lessons from Canyon Ranch, Miraval Resorts, ISPA, and The Inn at Little WashingtonThis conversation reminded me that the best hospitality isn't created by policies or procedures, it's created by people who feel supported enough to care for others.I hope you enjoy this conversation as much as I did.Subscribe to Spa Insider for more conversations with the leaders shaping spa, wellness, and hospitality.