207 | Mindset Drives Everything

Agnelo Fernandes is the CEO of Cote Hospitality, a company blending resorts and heritage summer camps into unforgettable indoor-outdoor experiences. His career spans the Caribbean, Canyon Ranch, CoralTree, and beyond, where he's built brands, launched properties, and reshaped cultures. Susan and Agnelo talk about culture, camps, and compassionate leadership. - Why culture is less about ping pong tables and more about tiny, human moments. - How planning a conference set him free. - What he learned from Canyon Ranch: branding isn't logos, it's promises kept. - Why kids are better at reviewing travel experiences.  - Where Agnelo spends 60% of his time. Our Top Three Takeaways: 1. Culture Is Built Through Small, Human Moments Agnelo says, "Mindset drives everything." He emphasized that workplace culture isn't about perks or slogans but about how people feel when they aren't being watched. Leaders should focus on the details: knowing employees' families, celebrating milestones, listening during "culture rounds," and replacing blame with curiosity. He believes culture grows out of conversations and small, consistent acts of care. 2. Authenticity and Empathy Define Great Hospitality From his time at Canyon Ranch and beyond, Agnelo learned that branding is really about keeping promises and creating experiences. Whether with guests or associates, authenticity and empathy matter most. He stressed that leaders should train teams with real-life, situational examples and that the best way to ensure great guest experiences is by prioritizing and empowering staff first. 3. The Future of Hospitality Blends Purpose, People, and Outdoor Connection Agnelo predicts strong growth in outdoor hospitality, with travelers seeking meaningful disconnection and reconnection with people they love. He also shared advice for leaders and entrepreneurs: cultivate the right mindset, listen deeply, embrace failures as part of growth, and remember that true hospitality is about enriching lives. Agnelo Fernandes on LinkedIn https://www.linkedin.com/in/agnelofernandes/ Cote Hospitality https://www.cotehospitality.com/ Other Episodes You May Like:  77: GM in the Dumpster with Eleanor Erickson https://www.topfloorpodcast.com/episode/77 179: Bridal Suite Sweethearts with James Ferguson https://www.topfloorpodcast.com/episode/179 35: Ice Machine Bandit with Trina Notman https://www.topfloorpodcast.com/episode/35