The President and CEO of Hyatt Hotels Corporation has had a tough year. Covid-induced lockdowns brought the hospitality industry to its knees. But, there are green shoots of recovery. Mark Hoplamazian tells us why he is optimistic about the new era and explains why he will continue to lead his giant workforce the only way he knows how to: with empathy. He says it’s a quality he developed through a close relationship with his mother, the rock who guided and supported him through the loss of his father, and whose deep influence helped make him the success he is today.