Turning Experience into Impact
“I have always loved connecting with people. When I realized I could build a career doing that, I knew I had found my calling.”
Suzanne Via’s Leadership Journey
The Hospitality Hub | HotelPro
Connect with Suzanne on Linkedin
After more than two decades in hospitality, Suzanne Via reflects on how people-first leadership and real partnership shaped her journey to HotelPro.
Suzanne’s path into hospitality began with an unexpected conversation in line at a shoe store. At 18, she met a woman who told her to call if she ever needed a job. Suzanne did, and soon after, she was hired to work at the front desk at a Hilton Garden Inn in Rock Hill, South Carolina. “I just wanted a job while I was in college,” Suzanne recalls. “But the moment I stepped into a hotel, I fell in love with the industry.”
What began as a summer job quickly became something more. Suzanne worked full-time through college and discovered early that hospitality was where she belonged. “I have always loved connecting with people,” she says. “When I realized I could build a career doing that, I knew I had found my calling.” Today, Suzanne serves as Senior Vice President of Operations at HotelPro, bringing deep operational expertise and a genuine passion for people to her role.
Finding Her Path in Operations
After graduating, Suzanne stepped into a Director of Sales role at a 160-room Comfort Inn in Fort Mill, South Carolina. It didn’t take long for her to realize her passion was not sales, but operations. “I worked really hard to bring in business,” she explains. “But when we lost it due to operational challenges, I realized that’s where I wanted to make an impact.” Instead of stepping back, she stepped in. Suzanne began training front desk teams, inspecting rooms, and working alongside housekeeping. “That’s when I knew operations was where my heart was.”
That realization led her to Hyatt, where she joined during the early development of what would become the Hyatt Place brand. Suzanne quickly rose through the ranks. At just 24, she became one of the youngest General Managers in Hyatt Select Service history. By 26, she was promoted to Area General Manager, overseeing multiple properties. Her teams consistently delivered strong results, earning recognition for their performance. She later transitioned into full-service hospitality, serving as Director of Rooms at the Hyatt Regency Chesapeake Bay Resort before becoming Director of Operations at the Hyatt Regency Baltimore.
Finding HotelPro
It was in Baltimore that Suzanne first encountered HotelPro, not as an employee, but as a client. “HotelPro just felt different,” she says. “Their team genuinely cared about our team. Their associates didn’t feel like a third party. They felt like part of our family.” After more than 20 years in the industry, Suzanne began thinking about what was next. What started as a short conversation with HotelPro leadership turned into an all-day meeting. “We talked about leadership, people, and what hospitality should really look like,” she says. “By the end of that conversation, I had goosebumps. I knew HotelPro was where I belonged.”
HotelPro created the role of Director of Hotel Operations, and Suzanne made the transition from client to leader. “I like to say I’ve been with HotelPro for ten years,” she says with a smile. “For the first three, I was paying them. For the last seven, they’ve been investing in me.”
Strengthening the Foundation
Shortly after Suzanne joined, the hospitality industry faced one of its most challenging moments. COVID-19 brought hotels to a standstill. For HotelPro, it became a defining moment. “We knew hospitality would come back,” Suzanne says. “We just didn’t know when.” During that time, the team focused on building stronger systems, refining processes, and reinforcing a people-first culture designed for long-term growth. As markets reopened, those efforts paid off. HotelPro emerged more aligned, more scalable, and better positioned to support its partners, while still preserving the individuality of each market. Suzanne’s leadership continued to grow alongside the company. After serving as Vice President of Market Operations, she now leads as Senior Vice President of Operations, guiding strategy across all operations.
Making Every Experience Count
In her current role, Suzanne is focused on ensuring that every client’s experience reflects the way HotelPro shows up as a partner. “Most staffing companies throw bodies at a problem,” she says. “That is not how we operate.” Instead, HotelPro takes a more intentional approach, seeking to understand each partner’s goals, challenges, and service expectations before building a solution that fits. “It starts with listening,” Suzanne explains. “It’s about understanding what matters most to our partners and showing up to help them achieve it.” As industry priorities evolve, Suzanne keeps HotelPro aligned with what clients need most. From day-to-day operations to luxury service standards, the goal remains the same: to provide support that truly makes a difference.
Built on Relationships
For Suzanne, strong partnerships come down to authenticity. “Anyone can shake hands,” she says. “Real relationships come from honest conversations and following through.” Some of her strongest partnerships were built during challenging moments. “How you show up during those times matters,” she says. “That’s what builds trust.” Her background as a hotel operator continues to shape her approach. “I know the pressure of operations,” she says. “I’ve lived it. That’s why we focus on being a true partner, coming alongside our clients to support their teams and help them navigate the day-to-day.”
Hospitality at Heart
Even outside of work, Suzanne’s passion for hospitality remains constant. She enjoys traveling with friends and family, planning group trips, and hosting gatherings that bring people together. “We don’t go on vacation. We go on adventures,” she says. “I love building itineraries that immerse us in the experience.” Whether she’s supporting HotelPro teams, traveling, or hosting at home, Suzanne finds energy in bringing people together and creating meaningful moments. “Hospitality is in my DNA,” she says. “It’s about creating experiences and memories that stay with people.”
Looking to strengthen your staffing strategy?
Connect with Suzanne to learn how HotelPro can help your property run smoothly, with hands-on support and operational expertise that makes a real impact.