Peter Menges is the SVP Customer Engagement & Loyalty for Unique Vacation Inc., an affiliate of the worldwide representative of Sandals & Beaches Resorts. He has more than 20 years of experience in leadership in the hospitality space and he has a strong personal commitment to the power of human-centered leadership, and a human-centered approach to engaging and caring for customers.

Sandals has been on a multi-year journey to re-imagine their points-based customer loyalty program as something more innovative and meaningful, where loyalty becomes an outcome of a great experience and where every guest feels like an insider.

Chapman & Co. Leadership Institute has been part of that journey from the day one, working very closely with the Sandals loyalty team to help them craft a more Truly Human experience. Chapman & Co. Leadership was founded by our late Chairman Bob Chapman to bring Truly Human Leadership to organizations around the world.

On this podcast, Barry Kirk, a partner at Chapman & Co., talks to Peter about that journey, as well as how Peter became a Truly Human Leader. Their conversation also includes a story about how Sandals dealt with the aftermath of Hurricane Melissa, which made landfall in Jamaica in October 2025. The storm brought destruction and loss of life and livelihood across the island. Similar to Barry-Wehmiller when revenues collapsed during the great recession, the disaster also left Sandals Resorts facing a critical decision -- how to support the team members in their span of care when the very resorts they worked for had also been devastated by that storm.

Recently, in Chapman & Co. Leadership Institute's People and Performance Playbook LinkedIn Newsletter, there was an article by Jami Dix and Morgan Miller titled: The Five-Step System for Building Leadership Capability.

Here's a section:

"Most organizations treat leadership development as a series of programs to deliver. They ask: What workshop should we run next? Which coaches should we hire? What curriculum should we launch?

"Organizations with true leadership systems ask different questions: What does our strategy demand of leaders right now? How do we assess reality against expectations? What experiences will actually build capability? And how do we reinforce it so it sticks?

"This isn't just better planning. It's a fundamentally different approach to how leaders develop.

"The shift from fragmented training to an intentional system changes everything."

This is another podcast installment of the People and Performance Playbook where the experts at Chapman & Co. share their knowledge on leadership development. This episode features Jami Dix and Praisy Issac expanding on the article referenced above. You can subscribe to the People and Performance Playbook Newsletter when you follow Chapman and Co on Linkedin.

Is change a dirty word in your organization? Do scenes like this often play out:

You schedule a town hall meeting. You talk about major new initiatives. You're met with blank stares and crossed arms.

This may happen time and again and your leadership keeps saying the same thing: They just don't like change. They don't deal well with change. They don't want to change.

But maybe, it's not a change resistance or change management problem in your organization. Maybe your people are trying to tell you something.

This is another podcast installment of the People and Performance Playbook where the experts at Chapman & Co. Leadership Institute share their knowledge on leadership development. You can subscribe to the People and Performance Playbook Newsletter when you follow Chapman and Co. on Linkedin.

Chapman & Co. Leadership Institute was founded by the late Bob Chapman to bring Truly Human Leadership to companies around the world and improve their leadership, culture and performance.

The discussion in this episode about change in organizations is led by Chapman & Co.'s Barry Kirk and Emily Gauvain. You can listen through your favorite podcast provider or through the link in the header above.