Celebrating Excellence: Introducing Mehr’s GM of the Quarter, Heidi Neff (Country Inn & Suites, London, KY)

Strong property leadership shapes the experience of both guests and team members. At Mehr Consultancy, we are proud to recognize General Managers who lead with accountability, support their teams, and remain committed to the performance of their properties.

Each quarter, we highlight one General Manager whose leadership, performance, and dedication to their team stand out across our portfolio. This quarter, we are proud to recognize Heidi Neff, General Manager of Country Inn & Suites in London, Kentucky, as Mehr’s GM of the Quarter.

Heidi began her hospitality career at the property as a Front Desk Agent at 18 years old. By 20, she had stepped into the General Manager role. Her experience reflects the value of learning from the people around you, staying involved with your team, and continuing to grow as a leader.

Celebrating Heidi Neff’s Leadership Approach

Can you share a little about your journey in hospitality and what inspired you to become a General Manager?

I began my journey in hospitality in 2022 as a Front Desk Agent, and I quickly discovered how much I loved the industry. I’ve always had a passion for travel, and I found that helping others have a great experience while traveling was something I truly enjoyed. In 2024, an unexpected change in leadership created an opportunity for me to step up and take on more responsibility. Because of my strong work ethic, reliability, and dedication to the property, I was given the opportunity to become General Manager. 

It wasn’t a position I originally expected to find myself in, but my experience at the property and my drive to continue learning and growing prepared me to take on the challenge. Becoming a General Manager has allowed me to grow tremendously, both professionally and personally. What started as a Front Desk position has turned into a career that I’m incredibly proud of, and I’m grateful for the opportunities that have allowed me to continue growing within the hospitality industry.

What do you believe sets your leadership style apart, and how has it impacted your team and property?

I believe what sets my leadership style apart is that I treat every member of my team as a person first. I have never believed that being a General Manager makes me more important than anyone else in the building. Every role matters, and I want my staff to feel respected, comfortable, and valued when they come to work.

Stepping into management at just 20 years old came with challenges, especially because many of my team members were older than me and had more years of experience. I had already built strong relationships and friendships with many of them before becoming General Manager, and that made a huge difference as I transitioned into the role. They helped me learn, adjust, and grow into the leader I am today.

There has definitely been a lot of trial and error when it comes to staffing and managing my property, but I have learned that the strongest teams are built through trust, communication, and mutual respect. I do my best to create an environment where my staff feels comfortable coming to me, knows that I am willing to work alongside them, and understands that their opinions and efforts matter. A large part of my success as a General Manager is because of my team and the support they have given me along the way.

What’s something unique, creative, or exciting you’ve introduced at your property that you’re especially proud of?

One thing I’m especially proud of is the team culture I’ve created at my property. I make an effort to recognize and appreciate my staff through lunches, small celebrations, and simply making sure their hard work is noticed. I believe employees perform their best when they feel valued, supported, and proud of where they work.

This award recognizes you as GM of the Quarter. What do you feel contributed most to earning this recognition?

I owe a lot of my growth to my DOO and the support he has given me along the way. Being newer to the industry, having someone with so much experience and knowledge to learn from has meant a lot and has helped me grow tremendously. We’ve really focused on the things we can control at my property and seeing that hard work reflected in our guest reviews has been extremely rewarding.

What motivates you in your role, and what advice would you share with other hospitality leaders striving to make an impact?

What motivates me most is seeing growth, both in my team and in my property. I enjoy helping my staff succeed, watching them become more confident in their roles, and seeing the results of our hard work reflected in the guest experience. My advice to other hospitality leaders would be to stay involved, listen to your team, and never stop learning. The strongest leaders are willing to grow right alongside their staff.

What’s it like working for a Mehr-managed property, and how would you describe the team culture that makes your property successful?

One of the things I appreciate most about working for a Mehr-managed property is having knowledgeable people I can rely on in different areas. Being newer to the industry, having that support and guidance has been incredibly important to me. I always know there is someone I can reach out to when I need help, and I truly don’t think I could have grown into the leader I am today without the support Mehr has provided.

Is there anything else you'd like to share about your team, property, or your experience as a leader?

I started at this property when I was 18 years old, and at that time I had no idea how much this job would shape me. What started as a Front Desk position quickly became something I cared deeply about, and by the age of 20, I was given the opportunity to step into the General Manager role. Taking on that kind of responsibility at such a young age was intimidating, and there were definitely moments where I questioned whether I knew enough or was ready for everything that came with it.

Now, at 22, I can look back and see just how much I have learned in such a short amount of time. Taylor Swift once wrote, “How can a person know everything at 18…” and that line has always stood out to me because growing up really does teach you how much there still is to learn. I may have felt like I knew a lot at 18, but becoming a leader has taught me that growth comes from being willing to ask questions, accept help, make mistakes, and keep learning.

I would not be where I am today without the support of my team, my DOO, and the people who have taken the time to guide me along the way. I am incredibly proud of how far I have come, but I am even more excited knowing that at 22, my career is really just beginning. Winning GM of the Quarter means so much to me because it feels like recognition not only of the work I have put in, but of the growth, challenges, and people who have helped me become the leader I am today.

Congratulations, Heidi, on being named Mehr’s GM of the Quarter.

Your commitment to your team, willingness to keep learning, and focus on the guest experience reflect the leadership we value across the Mehr portfolio. We are proud to recognize your work and your continued growth at Country Inn & Suites in London, Kentucky.