From Sales Leadership to Entrepreneurship: A Leader's Hospitality Journey

By: Poonam Sethi, Director, The Hotel Firm

Over three decades in hospitality have shaped Poonam Sethi’s career through leadership, client relationships, and an enduring commitment to learning. Beginning her professional journey in 1989, she progressed from frontline sales to senior leadership roles with renowned hotels and resorts, gaining extensive experience across sales, marketing, and business development.

As Co-owner of The Hotel Firm, Poonam now brings this industry experience into entrepreneurship, working closely with corporate clients and managing complex events with a strong focus on value and service. Her transition from corporate leadership to business ownership strengthened her approach to accountability, relationship-building, and execution.

In conversation with Women Entrepreneurs Review magazine, Poonam reflects on the career experiences and transitions that shaped her leadership, the importance of understanding client expectations, and the value of long-term relationships. She also shares her perspective on mentoring young professionals and staying adaptable in a changing industry.

Read the complete article for deeper insights.

Q1. After three decades of leadership, how has your definition of success evolved as a woman balancing ambition, growth, and purpose?

A.Entering the industry in 1989 as a married women with children felt relatively late compared to my peers, which naturally led me to measure success by traditional benchmarks like securing higher positions, earning a bigger pay check, and advancing rapidly from trainee to manager and regional leadership. Over time, however, my perspective evolved. I came to realise that genuine success lies in continuous learning and deeply understanding not just the product being sold, but the people buying it. Mastering the subtleties of ‘perceived selling’, tailoring offerings to fit client needs while practising genuine empathy, has been my most meaningful achievement. It has provided me with the ability to take care of myself and my daughters, which is all the success that I could ever ask for.

Q2. Beginning your career in frontline sales, what experiences shaped your confidence to eventually lead strategic business decisions?

A.In frontline sales, establishing a personal connection - by showcasing your personality and expertise - is essential. If a client isn't engaged with you, they are unlikely to show interest in the product or service you offer, making that initial impression critical before any sale can happen. I consistently put myself in the client's position, considering what I would expect from the property and the person presenting the pitch. Navigating hundreds of these discussions across various budget scales and deliverables is what ultimately built my confidence to guide strategic business decisions, as I gained extensive experience viewing operations from the client's perspective.

Q3. Moving from leadership roles within established organisations to building your own venture, what was the biggest mindset shift required?

A. Transitioning from two decades as an employee to an entrepreneurial role required a significant shift in mindset. Moving from representing a hotel brand to presenting clients with my own business card brought a deep sense of responsibility. Because these clients trusted my personal capabilities, I could no longer attribute shortcomings to corporate processes - ultimate accountability rested solely with me. 

At The Hotel Firm, our commitment is to ensure every organisation concludes their event with complete satisfaction, is a standard we take very seriously.

Q4. Having worked across renowned brands before becoming an entrepreneur, what leadership strengths proved valuable in every transition?

A.Persistence and Perseverance, with a commitment to make clients feel comfortable, have consistently served as key strengths. Having spent over two decades in the industry as an employee before transitioning to a business owner provides a distinct advantage to both our clients and the hotels. In this role, I am able to draw upon extensive industry experience, and as a solution-oriented professional, I ensure this knowledge is effectively passed down to every team member we collaborate with.

Q5. Your journey spans sales, marketing, business development, and entrepreneurship. Which role transformed your perspective on leadership the most?

A.While every area has contributed to my growth, Business Development is truly where I stepped into my own as a leader. Acquiring a new client is one thing, and there are countless strategies to achieve it. However, I place immense value on sustaining long-term client relationships - some spanning 20 years - by consistently delivering value across every trip, event, and conference. Time and again, we have built strong trust at The Hotel Firm, and our clients know they can rely on us to deliver.

Q6. Leading business growth for years, how did each career milestone prepare you to embrace greater responsibility with confidence?

A.Learning from setbacks helps you evolve. After being in the industry as an employee for so long and then becoming an entrepreneur teaches you how to better yourself, become more confident, and most importantly, be honest with yourself to accept and learn from your mistakes.

Q7. Looking back, which career transition challenged you most, and how did it ultimately strengthen your identity as a leader?

A.Transitioning from Sales executive to Managerial position and then Associate Director to Director of Sales marked my initial major hurdle, as it brought the responsibility of overseeing three properties and managing their respective budgets. However, the defining shift in my journey was joining my daughter in our own company, which challenged me to leverage the full spectrum of my abilities - including strengths I didn’t even know I had - to drive execution and deliver for our clients.

The early days were demanding because we chose to commit to organic growth.