How Listening Became Rosanna Maietta’s Superpower as AHLA’s President & CEO

The former journalist turned hotel industry leader on communication, crisis management, and creating opportunity for women in hospitality.

At this year’s Lodging Conference in Phoenix, hertelier contributor Stacy Silver sat down with Rosanna Maietta, President and CEO of the American Hotel & Lodging Association (AHLA). A former journalist turned communications powerhouse, Rosanna’s career has taken her from newsrooms to the forefront of one of hospitality’s most influential organizations. In this wide-ranging conversation, she shares how storytelling shaped her leadership, why active listening matters more than ever, and what she hopes to achieve for the industry’s future.

You started your career as a journalist before moving into communications and ultimately leading the AHLA. How did those early reporting years shape your leadership style today?

I’m so grateful I started as a journalist. It taught me the importance of research, knowing your landscape, and understanding context — but most importantly, it taught me how to listen. As a journalist, your job is to ask questions and truly hear what people are saying. That’s invaluable in leadership. When I took this job about a year ago, my first priority was to talk to every board and executive committee member — about a hundred people — and every staff member. I wanted to understand where they were, what they’d experienced, and what they hoped for. That listening shaped the foundation of our strategy.

Listening feels like a lost art in the age of Zoom and multitasking. How do you practice active listening as a leader?

It takes discipline! I’m a serial multitasker, so I have to literally tell myself: Put the phone down. Don’t check emails. Focus. It’s about training yourself to be fully present. You can’t solve problems or connect meaningfully without that.

Storytelling is one of your superpowers. What can hospitality do to make sure our story is heard?

We’ve made huge progress as an industry in providing access and opportunity to anyone who wants a career here, but we have to keep investing in our people — especially women. That means creating safe spaces to learn, grow, and ask questions without fear. Our Forward movement, for example, started just five years ago with a couple dozen attendees and now draws over a thousand in person. That’s powerful. It shows the industry is investing in women’s development and success.

You’ve been the voice of the industry through advocacy and crisis response. What’s one moment that really tested your communication skills?

Navigating the pandemic. In late 2019, before shutdowns even began, we formed a cross-functional task force to monitor the situation. By the time COVID hit, we were ready — talking to the White House, Congress, and local officials to show the scale of impact on hotels and small businesses. Preparation made all the difference. I always say: It’s only a crisis if you’re not prepared. Staying calm was essential; panic leads to bad decisions.

Now that you’re President and CEO of AHLA, what issues are you most passionate about tackling?

Opportunity. This is one of the few industries where you can start at the front desk and end up running a global company. That’s a story we need to tell more consistently — to policymakers, to the public, and to future talent. There’s a hotel in every congressional district, yet people still underestimate our economic and social impact. My goal is to make sure the story of hospitality — as a force for opportunity and community — is heard loud and clear.

What do you see as the greatest opportunity and challenge for hospitality right now?

They’re one and the same: understanding how our industry works. Many policymakers still don’t grasp our ecosystem, which leads to unnecessary regulation. We have to come together as a united industry under the AHLA umbrella and be proactive. That means engaging in local politics, telling our story at every level of government, and showing how hotels support jobs, retail, and community growth.

Hospitality is built on connection, yet communication can break down internally. How do you build trust and clarity across teams?

You have to earn trust — it doesn’t come with the title. It’s about being consistent, clear about expectations, and willing to do the work yourself. I tell my team, I can’t ask you to show up if I’m not willing to do the same. Trust takes time, and it’s built through shared effort.

Women often hesitate to self-promote or speak up in rooms where decisions are made. What advice do you have for them?

Be prepared. Like it or not, women are often held to a higher standard, and preparation gives you confidence. Early in my career, I worked at an agency where junior staff weren’t allowed to speak in meetings — and I hated that. I tell my team: if you’re invited to a meeting, it’s because your voice matters. Speak up — not to fill the room, but to add insight. You don’t need to be the loudest person, just the most thoughtful.

Stacy Silver and Rosanna Maietta at The Lodging Conference in Phoenix

You’ve transitioned from telling other people’s stories to being in the spotlight yourself. What’s been the most surprising part?

How much I enjoy it! I love this role, and I take the responsibility seriously. People are paying attention to what I say — and that means choosing my words thoughtfully. It’s a privilege and a responsibility.

If you could go back and give your 22-year-old self one piece of advice, what would it be?

It’s going to be okay. You can’t do it all — and you don’t have to. Some days you’ll be a better mother, some days a better leader, but rarely both at once. Balance is a myth; it’s about ebbs and flows. I wish I’d learned that sooner.

Quickfire with Rosanna

Morning routine must-have: Espresso — three shots, always.

Best piece of career advice: “Pace yourself, and learn to say no.” That came from a mentor named Betty, and it took me years to truly understand it.

Biggest pet peeve: When people don’t hit Reply All. If you were included, there’s a reason!

Travel hack you swear by: I fold dresses with tissue paper to prevent wrinkles — it works every time.

Books or podcasts inspiring you right now: I’m reading Keith McNally’s autobiography, Malcolm Gladwell’s new book Revenge of the Tipping Point, and Graydon Carter’s memoir. For podcasts, I love Kara Swisher — she’s fearless, brilliant, and one of the first women to cover Silicon Valley.