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 Chapman Graduate School Insights
Leadership, Human Resource Management

Learn to Manage Remote Teams From a Top Marriott Executive

By John Kowal

You may embrace it or resist it, but remote work is here to stay and it has become integral to global business. If you manage internationally dispersed teams, mastering remote leadership strategies is essential. Today's business leaders must adapt their management approach to successfully lead virtual teams. Recently, we had the opportunity to learn from remote team management guru Kerstin Sachl, who is the vice president of communications, public relations, and B2B/B2C activations at Marriott International and an Executive MBA alumna from Florida International University. With extensive experience handling hotel crises remotely across seven Latin American countries, Sachl has honed her effective remote management strategies with renowned global brands such as Porsche, Bentley, and Marriott. In a recent session with FIU’s International MBA students, Sachl was able to share some invaluable insights that can elevate your remote team's success.

Elements of Effective Remote Team Management

Several components are crucial for developing and managing a high-performing virtual team environment. Let's explore these elements in depth:

“Saying, 'I don't know,' is not a bad thing. It shows you want to learn, you want to know, and that you are engaged enough to have an interest in the success of the whole."

Communication and Trust

Effective communication is foundational, with listening being the most critical skill according to Sachl. She emphasizes, “Listening is the most important thing…your communication has completely failed if you're talking to somebody and they're not listening.” In remote settings, leaders must be clear and intentional in their communication systems. Meetings should be concise, agenda-driven, and respectful of each team members' availability across different time zones. Encouraging participation and constructively addressing disengagement in meetings is essential.

Along with communication, building a safe, inclusive environment is vital. Team members should feel comfortable expressing challenges, seeking support, and demonstrating vulnerability. Sachl highlights that admitting uncertainty fosters learning and collective growth: “Saying, 'I don't know,' is not a bad thing. It shows you want to learn, you want to know, and that you are engaged enough to have an interest in the success of the whole." By conducting focused meetings in an atmosphere of trust, authenticity, and vulnerability, leaders can cultivate cohesive, innovative remote teams capable of effective collaboration.

“I try to make it a point that we go to a country that nobody's ever been to...so we expand our global mindset and learn about each other's culture.”

Global Mindset

Managing a diverse global team remotely requires an understanding and appreciation of the cultural differences within your team. Staying constantly aware of various communication styles, cultural nuances, and working habits is critical for seamless global collaboration. Sachl notes, “Having a global mindset is really important…everybody needs to share responsibility to accomplish and achieve a mission.” She regularly schedules an annual in person meeting set in a different country to increase team bonding and cultivate global awareness, explaining, “I try to make it a point that we go to a country that nobody's ever been to...so we expand our global mindset and learn about each other's culture.” Cultivating a global mindset is crucial for international high-performing remote teams to enhance communication, empathy, and collaboration, strengthening team bonds.

“Your team is only as strong as your weakest link.”

Clear Roles, Goals, and Accountability

Setting clear goals, monitoring performance regularly, and ensuring accountability through consistent check-ins are critical for your team to effectively get the job done. Sachl strongly believes that collective accountability boosts team performance: “Your team is only as strong as your weakest link.” She practices structured goal setting using a structured Managing By Objectives (MBO) framework, aligning individual goals with overall company objectives. Sachl describes her approach: “I have my MBOs, I send them to my direct reports, and I say, ‘Okay, you see mine, create yours.’ They need to create their own goals. Then there's a conversation to clarify priorities, adjust as necessary, and ensure alignment.” To hold people accountable after setting the objectives for the team, regular one-on-one check-ins and team calls are conducted constantly to assess progress, addressing obstacles and providing necessary resources. She emphasizes, "There has to be accountability...it's your responsibility as a leader to make sure that you hold them accountable and then give them the tools that they need to perform."

“I don't care when you get the work done, as long as it's done by the deadline.”

Flexibility and Balance

The importance of flexibility and promoting work-life balance significantly impacts team productivity and sustainability. Sachl firmly advocates clear boundaries, stating, “Flexibility means you should not work on your PTO or your day off. You do not work on weekends.” She suggests these practical strategies:

  • Clearly communicate expectations around working hours and availability to the team.
  • Allow flexible work schedules to accommodate individuals' peak productivity time. Sachl shares, "I don't care when you get the work done, as long as it's done by the deadline."
  • Encourage team members to openly communicate personal responsibilities, including childcare or family obligations. Sachl cites an example: “I have somebody on my team who needs to pick up her daughter every day at 3 p.m. We have an understanding, that’s okay, as long as communication remains clear.”
  • Reinforce boundaries around personal time, discouraging work during the weekends and vacation time.
  • Regularly checking in on team members, assessing their workload and helping out is a highly effective method to minimize burnout. It’s important as a leader to support your team members when they are struggling, asking directly, “How can I step in and help you?” to provide necessary resources or support.
“Technology is a tool that will help you. But you need to ensure you apply it in a way that doesn’t completely drive you nuts.”

Leveraging Technology

Effectively utilizing the right technology is crucial for all remote teams to succeed virtually. Sachl advises selecting a specific set of collaboration tools to streamline communication and reduce complexity. Regular training sessions should be held often and are needed to maintain proficiency with essential software, ensuring team alignment. Shared project management platforms are beneficial for clarifying roles and responsibilities, especially when coordinating tasks for complex projects. While it is beneficial to explore emerging technologies as a team, maintaining balance is key. Sachl stresses, “Technology is a tool that will help you. But you need to ensure you apply it in a way that doesn’t completely drive you nuts.” Establish clear guidelines for technology use, consistently train the team, and cautiously introduce new tools to avoid burning everyone out. Thoughtful technology management enhances productivity and collaboration without causing unnecessary distractions or stress.

By learning to master these principles highlighted by Sachl during her presentation, you can effectively manage your own high performing virtual teams across the world. Driving collaboration, innovation, and sustained success in a global business environment.


 



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About the Author

John Kowal is a content strategist at FIU’s Chapman Graduate School of Business. Passionate about the power of storytelling to make ideas come to life, he’s sharpened his skills working at several marketing agencies, learning how to create content that’s not just strategic, but engaging. John’s love for storytelling is rooted in curiosity and a desire to truly connect with people through meaningful, well-told stories. 

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