Category Archives: Leadership

Development, Leadership

The Three Cs of Confronting Resistance: Building Psychological Safety in the Workplace

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In any organization, there are always people who resist change. As leaders, we need to navigate these moments with a focus on building a culture of psychological safety—a place where people feel safe to voice ideas, concerns, and even mistakes without fear of negative consequences. One effective strategy for addressing resistance is the “Three Cs”: Curiosity, Compassion, and Commitment.

  1. Curiosity: Ask Questions That Matter

When you encounter resistance, start by asking questions with genuine curiosity. Avoid assumptions, and instead, seek to understand where the other person is coming from. Listen actively and respond thoughtfully. Curiosity shows respect and conveys that the person’s thoughts and concerns matter. It’s about fostering a dialogue, not a debate. By staying curious, we create a space where people feel heard and valued.

  1. Compassion: Understand Their Frustrations

Next, approach the situation with compassion. Try to understand the root causes behind the resistance. Is it fear of change? Past experiences that haven’t gone well? People are more likely to be open if they sense empathy. When we demonstrate compassion, we’re not just resolving a specific issue—we’re strengthening our relationships and building a foundation of trust.

  1. Commitment: Lead by Example

Finally, show your commitment to the goals you’re aiming to achieve. Displaying excitement and dedication to the work is contagious, and often, resistance melts away when others see your genuine enthusiasm. Commitment isn’t about pushing a personal agenda; it’s about inspiring others to come along because they see the bigger picture and understand the purpose behind it.

Why the Three Cs Matter

These three approaches—Curiosity, Compassion, and Commitment—are powerful tools for overcoming resistance and driving cultural change. They remind us that as leaders, we hold the power to influence the organization’s journey towards a more inclusive and psychologically safe environment. By embodying these values, we can encourage even the most resistant individuals to become part of the team’s forward momentum.

Final Thoughts

The next time you’re confronted with resistance, remember the Three Cs. Approach the conversation with curiosity, show compassion for the person’s perspective, and demonstrate your commitment to positive change. Not only will you likely find a way forward, but you’ll also contribute to a culture where people feel safe, respected, and motivated to bring their best to the table.

Guest Relations, Guest Services, Leadership

Unreasonable Hospitality: The Power of Going the Extra Mile

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In the world of hospitality, we talk a lot about service standards, guest satisfaction scores, and the art of delivering an exceptional experience. But sometimes, the most memorable moments for our guests come from something deeper—an extra layer of thoughtfulness that transforms a good experience into an unforgettable one.

I recently watched a TED Talk by Will Guidara, a renowned restaurateur, where he shares his approach to what he calls “unreasonable hospitality.” It’s not about offering luxury amenities or creating over-the-top experiences; it’s about being present, trying a little harder, and finding meaningful ways to connect with guests.

One of his stories really hit home for me. In his high-end New York restaurant, a guest lamented not having had the chance to try a classic New York street hot dog. So what did Guidara do? He sent a team member to get that hot dog and served it to the guest, right there in his Michelin-starred restaurant. The gesture wasn’t lavish, but it was thoughtful and personal—and it became the highlight of the guest’s experience.

This story serves as a reminder that often, it’s the small, tailored moments that make the biggest impact. It’s easy to fall into the trap of thinking we need to offer grand gestures to impress our guests. But the truth is, thoughtful service is less about cost and more about care. A simple, well-placed effort that feels personal to the guest can mean more than the most luxurious amenities.

The key to unreasonable hospitality is being present. It’s about really listening to what our guests are saying—not just with their words, but in their actions and body language. It’s about staying alert to those subtle cues that allow us to offer a service that’s not just good, but uniquely fitting for that particular guest at that particular moment.

In our own hotels, we can apply this mindset every day. It’s about taking a step back and asking, “What can I do that’s just a little bit extra for this guest? How can I make their stay more meaningful?” It could be a handwritten note, a favorite snack, or an experience tailored to their interests. These touches don’t need to be extravagant, but they do need to be sincere.

At the end of the day, hospitality isn’t just a job—it’s a responsibility to make people feel valued and cared for. And sometimes, the most lasting impressions are made not by how much we spend, but by how much we care.

So here’s my challenge: let’s all strive to bring a little more “unreasonable hospitality” into our daily interactions. It’s not about working harder, it’s about being more present, trying a little more, and always thinking about how to create those personalized, meaningful moments that our guests will remember long after they check out.

Leadership

Leadership: A Privilege with Profound Impact

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Leadership is not just a role; it is a profound responsibility and privilege. The influence a leader wields can shape the trajectory of not only their organization but also the lives and careers of their team members. This concept, highlighted by Warren Bennis in the quote, “Leadership is a privilege. When you are in a leadership role, your influence may affect the trajectories of someone’s entire career and often their lives,” reminds us of the weight that leadership carries.

The Power of Leadership

Leadership extends beyond managing tasks and achieving goals. It involves shaping the environment in which your team operates, guiding their development, and inspiring them to reach their full potential. A leader’s actions, decisions, and even their demeanor can leave lasting impressions on those they lead, influencing their career paths and personal growth.

  1. Mentorship and Guidance: A great leader recognizes that their team is their greatest asset. By providing ongoing mentorship and guidance, leaders can help their team members unlock their potential, build confidence, and develop the skills necessary to succeed. This not only benefits the individual but also strengthens the entire team, creating a culture of continuous improvement and growth.
  2. Empowering Your Team: Empowerment is about more than delegation. It’s about creating an environment where team members feel confident in their abilities and are encouraged to take ownership of their work. This involves trusting them with responsibilities, supporting their decisions, and providing them with the tools and resources they need to excel. Empowered employees are more engaged, more productive, and more likely to stay with the organization.
  3. The Impact of Leadership on Career Trajectories: A leader’s influence can be the deciding factor in an employee’s career trajectory. Positive leadership can inspire team members to pursue their goals, take on new challenges, and aspire to leadership roles themselves. Conversely, poor leadership can stifle growth, diminish motivation, and even lead to disengagement. It’s crucial for leaders to be aware of the impact they have and to strive to be a source of inspiration and support.

Leadership as a Lifelong Responsibility

Leadership doesn’t end when the workday is over. The best leaders understand that their actions, whether in the boardroom or outside of work, can affect how they are perceived and how their team members feel. Leadership is a continuous journey of learning, self-improvement, and commitment to others. It is a privilege that should never be taken for granted.

By embracing the responsibility that comes with leadership, you can create a lasting, positive impact on the lives of those you lead. Whether it’s through mentoring, empowering, or simply being a positive role model, your influence as a leader has the power to change lives.

In Conclusion: Leadership is a privilege and a powerful force for good when approached with the right mindset. As leaders, it’s important to recognize the impact we have on our teams and to use our influence to foster growth, inspire action, and create a positive, supportive environment. The legacy of a great leader is not just in the success of their organization but in the success and development of the individuals they lead.

Credits: This blog post was inspired by the insights shared by Leadership First and the timeless wisdom of Warren Bennis. For more on this topic, you can explore the original post here.

Development, Leadership, Strategy

Unleash Your Competitive Edge: The Strategy Secrets You Need to Know

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In the ever-evolving landscape of business, the term “strategy” is often thrown around, but its true essence is not always fully grasped. Michael E. Porter, a thought leader in the realm of business strategy, provides a masterclass in strategic thinking with his groundbreaking article, “What is Strategy?” published in the Harvard Business Review. This article offers timeless insights that can transform your approach to business from ordinary to extraordinary.

Beyond the Buzzword: What is Strategy Really?

At its core, Porter argues that strategy is about making deliberate choices—decisions that set your business apart from the competition. It’s not just about being better at what you do; it’s about being different in what you do. This distinction is crucial because while operational efficiency is necessary, it doesn’t lead to long-term success. Strategy is about finding a unique position in the market and sticking to it.

The Secret Sauce of Strategy

  1. Strategic Positioning:
  • Imagine you’re at a crowded party. Everyone is trying to be noticed, but the one who stands out is doing something different—maybe telling the best stories or dancing to a different beat. In business, strategic positioning is about finding that unique space where you can shine. It’s about offering something that others can’t easily replicate, whether it’s a unique product, a niche service, or an innovative approach. Think of companies like IKEA, which carved out a unique position by offering stylish, affordable furniture that customers assemble themselves—a strategy that disrupted the furniture industry.
  1. Making Trade-offs:
  • Success isn’t about doing everything; it’s about doing the right things. Porter emphasizes that trade-offs are essential to strategy. This means deliberately choosing what not to do. For example, Southwest Airlines decided early on that it would not offer first-class seating, meals, or seat assignments. These trade-offs allowed them to focus on low-cost, reliable service, making them a leader in the budget airline industry.
  1. Creating Fit:
  • Here’s where strategy gets really interesting. Porter talks about “fit” as the glue that holds your strategy together. It’s about making sure that all your company’s activities complement and reinforce each other. When a company’s actions are aligned, it’s like watching a well-choreographed dance where every move is perfectly timed. For instance, Zara’s strategy revolves around fast fashion—its design, manufacturing, and distribution processes are all tightly integrated to ensure that it can move trends from runway to retail in record time.
  1. Building Sustainability:
  • Strategy is not a one-time effort; it’s a long-term commitment. Sustainable competitive advantage is achieved when a company stays true to its strategic position, even as it adapts to change. It’s about resisting the temptation to imitate competitors and instead doubling down on what makes you unique. Apple, for instance, has maintained its focus on premium design and ecosystem integration, which continues to set it apart from competitors.

Why Should You Care?

In a world where trends change at the speed of light and competition is fierce, understanding strategy is your ticket to staying relevant and successful. Porter’s insights are more than just academic theories—they’re practical tools that can help any business, large or small, navigate the complexities of today’s market.

So, the next time you hear the word “strategy,” remember that it’s not just about being good at what you do; it’s about being different in what you do. It’s about making choices, creating alignment, and building a position that’s uniquely yours.

Credits: This blog post is inspired by Michael E. Porter’s article “What is Strategy?” published by the Harvard Business Review. For a deeper dive into Porter’s strategic wisdom, you can read the full article here.

Development, Leadership

Cultivating Self-Awareness in Leadership: A Path to Authenticity and Growth

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Self-awareness is a cornerstone of effective leadership. It involves understanding your strengths, weaknesses, emotions, and the impact you have on others. Leaders who cultivate self-awareness are better equipped to navigate the complexities of their roles, foster genuine relationships, and inspire their teams. This blog post explores the importance of self-awareness for leaders and provides actionable strategies to enhance this critical skill.

Why Self-Awareness Matters in Leadership

  1. Improved Decision Making: Self-aware leaders are better decision-makers. They understand their biases and emotions, which allows them to make more rational and objective choices. This clarity leads to more consistent and effective leadership.
  2. Enhanced Emotional Intelligence: Emotional intelligence is crucial for managing relationships. Self-aware leaders can recognize their emotional triggers and manage their responses. This skill helps in resolving conflicts, building trust, and creating a positive work environment.
  3. Authenticity and Trust: Leaders who are aware of their values and beliefs are more authentic. Authenticity builds trust with team members, as it shows that the leader is genuine and consistent in their actions and decisions.
  4. Personal and Professional Growth: Self-awareness fosters continuous learning and development. Leaders who understand their strengths can leverage them effectively, while acknowledging their weaknesses opens opportunities for growth and improvement.

Strategies to Enhance Self-Awareness

  1. Reflective Practices: Regular reflection on your actions, decisions, and interactions can significantly enhance self-awareness. Set aside time each day to think about what went well and what could be improved.
  2. Seek Feedback: Actively seek feedback from peers, mentors, and team members. Constructive feedback provides valuable insights into how others perceive you, helping you identify blind spots and areas for development.
  3. Mindfulness and Meditation: Practicing mindfulness and meditation can improve your emotional regulation and self-awareness. These practices help you stay present, understand your emotions, and respond thoughtfully rather than react impulsively.
  4. Personal Development Programs: Enroll in leadership development programs that focus on self-awareness and emotional intelligence. These programs offer tools and techniques to enhance your self-understanding and leadership effectiveness.
  5. Journaling: Maintain a journal to document your thoughts, experiences, and reflections. Writing down your insights can help you process your experiences and gain deeper self-awareness.
  6. Emotional Intelligence Assessments: Use EI assessments to evaluate your emotional strengths and areas for improvement. Tools like the Emotional Quotient Inventory can provide a structured approach to understanding your emotional competencies.

Conclusion

Self-awareness is not a destination but a continuous journey of growth and improvement. By actively cultivating self-awareness, leaders can enhance their emotional intelligence, make better decisions, and build authentic relationships with their teams. As you strive to become a more self-aware leader, remember that the journey is just as important as the destination.

Credits: This blog post is inspired by insights shared by Ben Meer on LinkedIn. For more on the topic, check out Ben’s original post here.

Development, How To, Leadership

Climbing the Ladder of Accountability: A Path to Empowerment

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In the professional world, accountability is essential for both personal growth and organizational success. The Accountability Ladder, a concept developed by Bruce T. Gordon and popularized by various thought leaders, serves as a valuable framework to understand and improve accountability in the workplace.

Understanding the Accountability Ladder

The Accountability Ladder is comprised of eight levels, each representing a different mindset and degree of responsibility:

  1. Deny Awareness: At this base level, individuals refuse to acknowledge their role in a problem. They might say, “I didn’t know.”
  2. Lay Blame: Here, individuals shift responsibility to others or external factors, avoiding ownership. Statements like, “It’s not my fault; it’s theirs,” are common.
  3. Make Excuses: Individuals justify their actions or inactions with excuses, such as, “I had too many other tasks.”
  4. Wait and Hope: This passive approach involves waiting for problems to resolve themselves, often accompanied by statements like, “Let’s see how it goes.”
  5. Acknowledge Reality: The shift towards accountability begins here, with individuals admitting, “I should have done something.”
  6. Own It: At this level, individuals fully accept responsibility for their actions, saying, “I own my part and will work to fix it.”
  7. Find Solutions: Moving beyond ownership, individuals actively seek and implement solutions, demonstrating initiative with statements like, “Here’s how we can resolve this.”
  8. Take Action: The highest level, where individuals not only take responsibility but lead by example, ensuring that they and their team succeed.

Practical Application of the Accountability Ladder

Leaders and organizations can use the Accountability Ladder to foster a culture of responsibility and growth. Here are some steps to implement it effectively:

  1. Promote Open Communication: Encourage team members to openly discuss their challenges and responsibilities. This transparency helps identify current levels of accountability and areas for improvement.
  2. Model Accountability: Leaders should exemplify the behaviors they expect from their team, demonstrating a willingness to admit mistakes and actively seek solutions.
  3. Provide Resources and Support: Equip employees with the necessary tools and authority to take responsibility. This might involve training, mentorship, or delegating decision-making powers.
  4. Celebrate Progress: Recognize and reward individuals who demonstrate high levels of accountability. Acknowledging their efforts reinforces positive behaviors and sets a standard for others.

Conclusion

Climbing the Accountability Ladder is a journey from passive to proactive behavior, transforming individuals and organizations alike. By embracing this framework, we can cultivate a culture of accountability that drives success and innovation.

Credits: The Accountability Ladder concept has been explored and elaborated by various experts, including Bruce T. Gordon, as well as featured in resources like the Niagara Institute and ThinkDev. For more detailed guidance and applications, these sources provide comprehensive insights into building accountability in leadership and organizational practices.

Guest Relations, Guest Services, Leadership, Sales

The Power of Persistence in Hospitality Sales: Insights from Industry Leaders

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In the competitive hospitality industry, effective sales follow-up strategies are crucial for converting inquiries into bookings and building long-term customer relationships. Research underscores the importance of persistence, with 80% of sales requiring at least five follow-up attempts, while nearly half of salespeople give up after just one. This gap presents a significant opportunity for those willing to go the extra mile.

Key Insights and Case Studies

  1. Optimal Follow-Up Timing and Techniques
    • Cornell Center for Hospitality Research highlights that the most effective times for follow-ups are mid-week, particularly on Wednesdays and Thursdays, between 4-5 PM. This timing capitalizes on potential customers’ availability and willingness to engage, significantly increasing the likelihood of successful contact and conversion.
  2. Case Study: Hilton and Marriott’s Strategies
    • Both Hilton and Marriott have demonstrated the effectiveness of structured follow-up processes. These companies utilize personalized communication and detailed customer data to tailor their follow-ups, enhancing engagement and boosting conversion rates. For instance, Marriott’s approach includes a blend of emails, calls, and even personalized messages on digital platforms, ensuring they stay top-of-mind for potential clients​ (eCornell – Online Education Programs)​​ (eCornell – Online Education Programs)​.
  3. Utilizing Technology and Personalization
    • According to eCornell’s Hospitality Management programs, integrating advanced CRM systems and leveraging data analytics are critical for tracking and managing customer interactions. This technology allows for highly personalized communication, adapting follow-ups based on customer preferences and previous interactions. For example, using CRM data, a hotel can tailor its messaging to highlight services or amenities that align with the customer’s past preferences​ (eCornell – Online Education Programs)​.
  4. Motivational Factors and Sales Success
    • Studies indicate that providing clear incentives and a supportive environment for sales teams enhances persistence in follow-ups. Incentives such as bonuses for meeting follow-up milestones or converting leads into bookings can motivate salespeople to maintain consistent communication efforts, even with challenging prospects​ (eCornell – Online Education Programs)​.

Best Practices for Compelling Follow-Ups

  1. Personalize Every Interaction: Tailoring your messages to the specific needs and past interactions of each prospect can significantly increase engagement. This level of personalization demonstrates attentiveness and builds rapport.
  2. Utilize Multiple Channels: Combining emails, phone calls, social media, and even SMS can ensure that your message reaches prospects through their preferred communication channels. This multi-channel approach also reinforces your presence and commitment.
  3. Provide Value in Every Contact: Ensure that each follow-up offers something new—be it additional information, a solution to a previous query, or an update on special offers. This keeps the prospect engaged and helps them see the value in continuing the conversation.
  4. Track and Optimize: Using CRM tools to monitor and analyze the effectiveness of different follow-up strategies allows for continuous improvement. This data-driven approach helps identify what works best and refine strategies for better results.

Conclusion

Persistence, personalization, and strategic timing are key to successful follow-ups in the hospitality industry. By leveraging these strategies, sales professionals can significantly enhance their success rates, turning more inquiries into confirmed bookings and building lasting customer relationships. For those looking to refine their follow-up techniques, learning from industry leaders like Marriott, and utilizing resources from institutions like the Cornell Center for Hospitality Research, can provide valuable insights and practical strategies.

For more comprehensive insights and training, consider exploring courses offered by eCornell and other renowned hospitality management programs.

Development, How To, Leadership

Motivating Different Types of Hotel Employees: Strategies for Success

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In the dynamic world of hospitality, motivating employees is crucial for maintaining high levels of service and ensuring guest satisfaction. Employees can generally be categorized into various types based on their performance and engagement levels. Here’s a comprehensive guide on how to motivate each type, along with what to do and what not to do.

1. High Performers

Characteristics:

  • Consistently exceed expectations
  • Show leadership qualities
  • Highly motivated and engaged

Motivation Strategies:

  • Recognition and Rewards: Regularly acknowledge their achievements and provide tangible rewards.
  • Career Development: Offer opportunities for further training and career advancement.

What to Do:

  • Provide challenging tasks that use their skills.
  • Involve them in decision-making processes.

What Not to Do:

  • Do not micromanage.
  • Avoid taking their performance for granted.

2. Steady Performers

Characteristics:

  • Consistently meet expectations
  • Reliable and dependable
  • Content with their current roles

Motivation Strategies:

  • Stable Environment: Maintain a secure work environment where they feel valued.
  • Incremental Challenges: Introduce small challenges to encourage growth.

What to Do:

  • Offer regular feedback and recognition.
  • Provide opportunities for cross-training.

What Not to Do:

  • Do not ignore them in favor of high performers.
  • Avoid placing excessive pressure for rapid advancement.

3. Underperformers

Characteristics:

  • Frequently fail to meet expectations
  • Lack motivation or skills
  • Often disengaged

Motivation Strategies:

  • Clear Expectations and Support: Set clear performance expectations and provide necessary support.
  • Regular Check-ins: Conduct regular meetings to understand their challenges.

What to Do:

  • Identify the root causes of underperformance.
  • Create a performance improvement plan.

What Not to Do:

  • Do not publicly criticize or shame them.
  • Avoid neglecting them.

4. New Employees

Characteristics:

  • Recently joined the organization
  • In the learning phase
  • Need guidance and support

Motivation Strategies:

  • Comprehensive Onboarding: Provide thorough onboarding to help them understand the company culture.
  • Mentorship Programs: Pair them with experienced employees.

What to Do:

  • Offer regular check-ins.
  • Provide clear and achievable short-term goals.

What Not to Do:

  • Do not overwhelm them with too much information.
  • Avoid leaving them without proper guidance.

5. Engaged Employees

Characteristics:

  • Highly committed and enthusiastic
  • Go above and beyond in their duties

Motivation Strategies:

  • Recognition and Rewards: Regularly acknowledge their dedication.
  • Professional Development: Provide opportunities for further training and development.

What to Do:

  • Encourage their involvement in important projects.
  • Provide opportunities for leadership roles.

What Not to Do:

  • Do not take their engagement for granted.
  • Avoid ignoring their ideas and contributions.

6. Disengaged Employees

Characteristics:

  • Lack motivation and interest
  • Exhibit low productivity and morale

Motivation Strategies:

  • Identify Root Causes: Conduct meetings to understand reasons behind disengagement.
  • Re-engagement Strategies: Provide opportunities that align with their interests.

What to Do:

  • Offer support to address challenges.
  • Create a positive and inclusive work environment.

What Not to Do:

  • Do not ignore their disengagement.
  • Avoid making assumptions about their lack of motivation.

7. Seasonal/Temporary Employees

Characteristics:

  • Hired for a specific period or season
  • Often work on short-term contracts

Motivation Strategies:

  • Clear Communication: Ensure they understand their roles and responsibilities.
  • Inclusive Culture: Make them feel part of the team.

What to Do:

  • Provide necessary training and support.
  • Recognize and appreciate their contributions.

What Not to Do:

  • Do not treat them as expendable.
  • Avoid excluding them from team activities.

Conclusion

Understanding and addressing the unique needs of different types of employees in the hotel industry can lead to a more motivated and effective workforce. By implementing tailored strategies, you can enhance performance, foster loyalty, and create a positive work environment that benefits both employees and guests.

Development, Hotels, Leadership

Signs You’re Working with a Great Leader

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Working with a great leader can be a transformative experience that enhances your professional growth and overall job satisfaction.

Here are signs to help you recognize if you’re fortunate enough to work for an exceptional leader:

  1. They Truly Listen: Great leaders make you feel heard. They don’t just nod and move on; they actively engage with your ideas and feedback, making you feel valued and respected. They prioritize regular communication to understand their team’s perspectives and concerns.
  2. They Show Genuine Appreciation: Recognizing and celebrating your contributions is a key trait of a great leader. Regular acknowledgment of your hard work boosts morale and encourages continued excellence. They highlight achievements in team meetings and through personalized recognition.
  3. They Cultivate a Positive Culture: A positive workplace culture where everyone feels motivated and valued is crucial. Great leaders foster an environment that encourages innovation and collaboration. They celebrate diversity and inclusivity, creating a welcoming atmosphere for all.
  4. They Promote Team Collaboration: Collaboration is at the heart of a successful team. Great leaders know how to bring people together to achieve common goals. They facilitate team-building activities and open forums to promote teamwork and shared success.
  5. They Invest in Your Growth: A commitment to your professional development is a sign of a great leader. Providing opportunities for learning and advancement demonstrates their investment in your future. They support their team’s aspirations by offering training programs and career development workshops.
  6. They Challenge You to Excel: Pushing you out of your comfort zone helps you grow. Great leaders encourage you to take on new challenges, helping you realize your full potential. They believe in setting ambitious goals and providing the necessary support to achieve them.
  7. They Offer Flexibility: Understanding that life extends beyond work is essential. Great leaders provide the flexibility needed to balance personal and professional commitments.
  8. They Maintain a Respectful Environment: Addressing toxic behavior promptly ensures a respectful and positive work environment. Great leaders do not tolerate negativity, fostering a culture of respect and integrity. They have a zero-tolerance policy for toxic behavior and actively work to resolve conflicts amicably.

In summary, working for a great leader can significantly impact your professional journey. If you see these traits in your leader, you’re likely in an environment that fosters growth, respect, and success. These principles are essential in creating a workplace where everyone thrives.

Development, Leadership

Essential Leadership Insights: 12 Key Lessons

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Effective leadership is a journey of continuous learning and self-improvement. Here are twelve crucial lessons to help you lead with excellence:

  1. Self-Reflection: Evaluate your role if your team isn’t succeeding. Leadership starts with self-awareness and accountability.
  2. Handling Criticism: Embrace feedback as a growth tool. Being open to criticism is vital for personal and professional development.
  3. Leadership vs. Management: Understand the distinction between managing tasks and leading people. Your influence comes from your team’s trust and respect.
  4. Practice What You Preach: Consistency between your words and actions fosters a trustworthy and cohesive team culture.
  5. Trust: Delegate effectively and trust your team’s abilities. Micromanagement undermines their confidence and autonomy.
  6. Development: Invest in your team’s growth. Providing opportunities for development strengthens the overall team dynamic.
  7. Open Communication: Foster an environment where team members feel safe to voice their concerns. Open dialogue is essential for innovation and problem-solving.
  8. Accountability: Own your mistakes and demonstrate accountability. This builds a culture of responsibility and transparency.
  9. Set Standards: Lead by setting high standards of excellence. Your team will follow your example and strive for the same level of performance.
  10. Service Leadership: Prioritize your team’s needs and support them in achieving their goals. Effective leaders serve their team to drive collective success.
  11. Lead by Example: Your actions speak louder than words. Inspire your team through your conduct and work ethic.
  12. Share the Blame and Fame: Take responsibility for failures and share successes with your team. This cultivates a loyal and motivated team spirit.

Detailed Insights

  1. Self-Reflection: If your team is failing, take a hard look at your leadership approach. Often, the root cause of team failure lies in leadership flaws. Embrace this wake-up call as an opportunity to improve.
  2. Handling Criticism: Criticism is a valuable tool for growth. Leaders who can’t accept feedback miss out on crucial insights that can drive improvement. Learn to view criticism objectively and use it to refine your strategies.
  3. Leadership vs. Management: A manager oversees tasks; a leader inspires and motivates. Your title may grant you managerial duties, but your ability to lead is earned through respect and trust. Strive to be the kind of leader your team willingly follows.
  4. Practice What You Preach: Hypocrisy erodes team morale. If you emphasize the importance of teamwork, ensure your actions reflect that value. Consistency between your words and actions reinforces your credibility as a leader.
  5. Trust: Micromanagement signals a lack of trust in your team. Empower your team by delegating responsibilities and trusting them to deliver. This builds their confidence and encourages a more proactive and engaged workforce.
  6. Development: A leader’s role includes nurturing the growth of their team. Provide learning opportunities, mentorship, and support. When you invest in your team’s development, you enhance their skills and the overall performance of the organization.
  7. Open Communication: A team that fears speaking up is a team stifled by silence. Create an open-door policy where team members feel safe to share their thoughts and concerns. This openness fosters innovation and addresses issues before they escalate.
  8. Accountability: Accountability starts at the top. When leaders admit their mistakes, it sets a powerful example for the team. This culture of accountability encourages everyone to take ownership of their actions and strive for continuous improvement.
  9. Set Standards: Don’t just set the pace; set high standards. Excellence is contagious. When you demonstrate a commitment to high standards, your team will be inspired to meet and exceed them.
  10. Service Leadership: Shift your mindset from authority to service. Your primary role is to support and facilitate your team’s success. This servant leadership approach builds trust and loyalty, driving collective achievements.
  11. Lead by Example: Your behavior sets the tone for your team. If you want to inspire dedication and hard work, model those qualities yourself. Leading by example is one of the most powerful ways to influence your team positively.
  12. Share the Blame and Fame: True leaders take responsibility for failures and generously share successes. This approach fosters a collaborative and appreciative team environment, where everyone feels valued and motivated to contribute their best.

Incorporating these lessons into your leadership approach can transform your team dynamics and lead to greater success. Remember, effective leadership is an ongoing journey of growth and self-improvement.

Leadership, Uncategorized

Just Get Stuff Done

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As I reflect on my career journey and the invaluable lessons I’ve gathered along the way, one key concept stands out: getting things done. This idea, discussed by Former President Barack Obama in this video, forms the backbone of a successful and fulfilling career. In this article, I’ll share insights from this philosophy and how it has shaped my approach to work and leadership.

https://youtube.com/watch?v=23Jmxi2jtbM%3Fsi%3DUhQhEbKzxjNPviQg%26clip%3DUgkxKPHhch_Mi_DIWVCy5JLEII2cvKtN2nou%26clipt%3DEPK5LBjSjjA
Barack Obama talks about modern work and his new Netflix series

The Essence of Getting Things Done

During a conversation with LinkedIn News Editor in Chief Daniel Roth about the rapid changes taking place in the modern work landscape, Obama shared profound advice for young professionals. He emphasized two main points: learning how to get things done and focusing on what you want to do rather than what you want to be.

Learn How to Get Stuff Done

The most important advice Obama gives to young people is to learn how to get stuff done. He elaborates on the significance of this by highlighting a common issue in various professional settings:

“I’ve seen at every level people who are very good at describing problems, people who are very sophisticated in explaining why something went wrong or why something can’t get fixed, but what I’m always looking for is, no matter how small the problem or how big it is, somebody who says, ‘Let me take care of that.'”

This resonates deeply with my experience in managing W Bangkok. Whether planning a major event or addressing daily operational challenges, the ability to step up and take responsibility is invaluable. When you project an attitude of handling whatever is needed and executing it efficiently, it sets you apart. Whoever is running the organization will notice, I promise.

Consistency Over Glamour

Obama also touches on the impatience many young professionals have for plum assignments. He advises:

“A lot of times the best way to get attention is, whatever is assigned to you, you are just nailing, you’re killing it, because people will notice, oh, that’s somebody who can get something done.”

In my career, I’ve seen this principle in action countless times. Consistently excelling in your given tasks builds a reputation of reliability and capability. For example, being present on the floor during peak hours at W Bangkok has been one of the most effective ways for me to stay connected with the team and address any issues promptly. This hands-on approach ensures that operations run smoothly and demonstrates my commitment to getting things done, regardless of the task’s perceived importance.

Focus on What You Want to Do

The second piece of advice Obama offers is to worry more about what you want to do rather than what you want to be:

“I think so often people have in their mind, ‘I want to be congressmen by 30,’ ‘I want to make X amount of money by this age.'”

This mindset shift is crucial. When I first started my career, my focus was on the roles I aspired to attain. However, over time, I realized that a more fulfilling approach is to concentrate on the work I am passionate about and the impact I want to make. This shift not only made my career more enjoyable but also naturally led to the roles and achievements I once aimed for.

Applying These Principles in Leadership

As a leader, applying these principles can significantly enhance your effectiveness. It allows you to manage your time efficiently, delegate tasks appropriately, and maintain a clear vision for your team. By focusing on getting things done and being present where the action is, you build trust and demonstrate your commitment to excellence.

Final Thoughts

Implementing this methodology has been a game-changer in my career. It has provided me with a structured approach to managing tasks, making decisions, and leading my team. Whether you’re just starting your career or looking to enhance your productivity, I highly recommend exploring these principles. By capturing, clarifying, organizing, reflecting, and engaging, you can navigate the complexities of professional life with confidence and clarity.

Stay tuned for more insights and practical advice on navigating your career journey. Remember, getting things done is not just about productivity; it’s about achieving your goals and realizing your full potential.

Leadership, Uncategorized

Embracing Mr. Marriott’s Wisdom: My Personal Reflections on his 12 Rules for Success

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Today, I’m reflecting on something that’s truly special to me – Mr. Marriott’s 12 Rules of Success. These rules are much more than guidelines for business; they’re lessons that deeply resonate with my own journey in hospitality.

In my career, I’ve lived these principles. They’ve guided me through challenges and shaped my approach to leadership and service.

  1. Challenge Your Team to Do Better: It’s about challenging yourself and those around you, pushing boundaries and aiming higher, always.
  2. Take Good Care of Your Associates: My mantra has always been ‘people first’. When we care for our team, they care for our guests, creating a cycle of positivity and excellence. I’ve seen this in action, where a well-supported team has gone above and beyond for our guests.
  3. Celebrate Your People’s Success: It’s their success that creates our success. I remember celebrating a junior staff member’s innovative idea, which not only boosted their confidence but also improved our operational efficiency.
  4. Know and Improve Your Strengths: Understanding and honing our strengths is key. Whether it’s refining our customer approach or enhancing our amenities, self-improvement has always been at the forefront.
  5. Do It Now: Ah, the power of action! I’ve always believed in quick, decisive action, guided by intuition. It’s about being proactive, not paralyzed by overthinking.
  6. Communicate by Listening: In hospitality, listening – to guests, colleagues, and even competitors – is where true learning happens. It’s through listening that we’ve adapted and evolved our services to meet changing needs.
  7. Visibility and Accessibility: Getting out there, connecting with the team and guests, has always been my style. It’s about leading from the front and being a part of the action.
  8. Attention to Detail: The magic is in the details – a philosophy I’ve lived by. From ensuring the perfect room setup to personalizing guest experiences, it’s these small touches that make a big difference.
  9. Hire for Qualities: I’ve always looked beyond experience, seeking qualities like passion, adaptability, and a willingness to learn. This approach has built a team that’s not just skilled, but also dedicated and innovative.
  10. Consistent Quality: Regardless of diverse guest needs, the expectation of quality remains constant. Upholding high standards has been a cornerstone of our service ethos.
  11. Hire Smarter People: Surrounding myself with intelligent, talented individuals has been a game-changer. It fosters an environment of continuous learning and innovation.
  12. Every Problem is an Opportunity: Every challenge we’ve faced has been a stepping stone to growth and improvement. It’s about turning obstacles into opportunities.

In Conclusion

Reflecting on these 12 rules, I see a mirror of my own journey in the hospitality world. From my own rules of operations to the wisdom of Mr. Marriott, the underlying message remains the same: leadership, innovation, and a relentless focus on people. As I continue navigating this ever-evolving industry, these principles stand as my guiding stars, driving me towards excellence in every step.

Development, Leadership

Igniting Potential and Advancing Careers: Championing Our Hospitality Team

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As someone immersed in the world of hospitality, I’ve seen firsthand how we, as leaders, can truly ignite talent and propel growth within our teams. Let me share some thoughts and experiences on how we can boost our team members’ potential and advocate for in-house movements. Let’s unpack some practical strategies to create a vibrant atmosphere and unleash the incredible abilities of our hospitality champions.

Fueling Progress: Employee Learning Programs

I’ve seen time and again that we, as an organization, hold the golden key to propel our team through focused learning programs. Through training, workshops, and mentorship, we arm our team with the right skills to excel. This dedication to growth shapes a motivated and connected crew, eager to rise to new challenges.

Crafting Success: Personal Development Plans (PDPs)

Each of our team members comes with unique dreams and abilities, and there’s nothing more rewarding than helping them grow. Personal development plans, created collaboratively, serve as roadmaps to align their ambitions with our company goals. This investment into their growth fosters commitment to our organization.

Nurturing Our Talent: Talent Management and Succession Planning

A big part of the game is talent nurturing, a key for long-term success. Effective talent management and succession planning help us spot the future leaders in our team and offer them growth opportunities. This approach ensures a smooth transfer of knowledge and upholds our high standards.

Branching Out: Job Rotation and Cross-Training

Encouraging our team to explore new roles and widen their skills is essential for personal growth. Initiatives like job rotation and cross-training expose them to different areas. This strategy not only sparks innovation but also reinforces teamwork.

Scaling New Heights: Internal Job Postings and Career Progression

Internal job postings and career progression programs are stepping stones within our organization. Openly advertising these opportunities fires up ambition and promotes loyalty. I’ve found that supporting in-house transfers and within the company develops individuals and fosters a culture of growth.

Cheering Achievements: Recognition and Rewards

A culture that celebrates successes and offers rewards breeds excellence. Recognizing our team’s wins and offering meaningful rewards reminds them that their work is valued. This recognition fuels pride and keeps the motivation high for more achievements.

Walking Together: Open Communication and Mentoring

Keeping the conversation going and offering support are essential in guiding our team on their professional journey. This open communication, paired with constructive feedback and guidance, instills confidence and a sense of belonging. As a mentor, I’ve seen team members navigate their career paths with newfound assurance.

The Importance of Talent Growth

From my experience as a General Manager, I’ve found that fostering talent growth is essential, not just for the team but for the organization as a whole. It boosts our reputation as a nurturing and supportive place to work, which naturally attracts more high-quality talent. It’s a positive cycle – the more we invest in our people, the more our reputation grows, drawing in more top-notch individuals who want to grow with us.

Being a leader in the hospitality sector, it’s a real privilege to be able to spark talent and fuel growth within our teams. By focusing on employee development, getting behind personalized growth plans, and building a supportive culture, we’re unlocking the full potential of our hospitality pros. Let’s create an environment together where dreams are realized, fantastic experiences are created, and our organization thrives.

Leadership, Uncategorized

The power of imperfection: How to be a great leader and still have bad days

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Leadership in the hotel industry is a dynamic and challenging role, one that requires a balance of strength and vulnerability. It is easy to fall into the trap of thinking that leaders must always be in control, confident and unshakable, but the truth is that leaders are human too and they have bad days, just like anyone else. As a leader in the hotel industry, I have learned that it is important to be transparent and honest with my team, and to not be afraid to show my vulnerability.

One of the key responsibilities of a leader is to support and empower their associates. This means being available to listen and offer guidance, being willing to admit to their mistakes and actively working to create opportunities for personal and professional growth. A leader who supports and empowers their team members, creates a culture of trust and respect, which in turn allows for better communication and collaboration.

For example, early on in my career, I made a decision that ended up having a negative impact on my team’s performance. I was eager to prove myself and make a positive impact, so I implemented a new system for scheduling shifts without consulting all team members or getting their input. The system was confusing and difficult to use, and it led to a lot of mistakes and confusion among my team members.

Being a new manager, I was not aware of the consequences of my actions, and I quickly realized the negative impact of my decision. I immediately apologized to my team for my mistake, and acknowledged that my decision had affected their performance negatively. I took the time to listen to their feedback and to understand their perspective on the situation.

I then worked together with my team to develop a plan to improve the situation. We made changes to the scheduling system and provided additional training to my team members, to ensure that they were better equipped to use the new system.

I also recognized that my lack of consultation and lack of understanding of my team members perspective led to this poor decision, and I made sure to involve them more in decision-making processes and to better understand their perspective, so that I could make better decisions in the future.

From this experience, I learned that as a new manager, it’s important to involve my team members in decision-making processes and to understand their perspective on a situation before making a decision that affects them. I also learned that it’s important to take responsibility for my mistakes and to work with my team to find solutions to problems that arise from my decisions.

Being a leader also means being able to cope with stress and uncertainty. This means taking care of one’s well-being and being able to manage one’s time and energy effectively. A leader who takes care of themselves is better equipped to take care of their team and to lead by example.

It’s also important for leaders to lead by example and to be role models for ethical and responsible behavior. This means being transparent, accountable and fostering a culture of transparency and accountability. This not only helps to create a positive work environment but also helps to establish trust and respect with stakeholders.

In conclusion, being a leader in the hotel industry is a challenging role, and it is important for leaders to have a balance of strength and vulnerability. Being allowed to not be perfect means that leaders can support and empower their associates, create opportunities for personal and professional growth, take care of their own mental and emotional well-being, and lead by example.

Takeaways:

  • Leadership is dynamic and challenging, and it is important for leaders to have a balance of strength and vulnerability.
  • Leaders are human, and it’s okay for them to show it
  • Leaders should support and empower their associates, create opportunities for personal and professional growth
  • Leaders should take care of their own mental and emotional well-being.
  • Leaders should lead by example, being transparent, accountable and fostering a culture of transparency and accountability.
Leadership

Unlocking Your Potential: How I Found Growth and Advancement in the Hospitality Industry

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As a hotel employee, it can be easy to feel like you’re stuck in a rut and not sure where to go next. But, with the right mindset and approach, the hospitality industry offers plenty of opportunities for growth and advancement.

I personally found this to be true when I took advantage of the many hotels Marriott has worldwide. I had always been interested in working and living abroad, so I applied for an international transfer opportunity, and I was given the chance to work in another country. This not only gave me the chance to gain new experiences, but it also helped me develop new skills, and learn about new cultures. It also helped me to become more adaptable and open-minded, which is essential in the hospitality industry.

Additionally, I took advantage of the training opportunities that were available. Marriott offers a wide range of training and development programs for their employees, which I found to be very helpful in my career advancement. I learned new skills and gained a deeper understanding of the industry, which helped me become more confident in my abilities and prepared me for new challenges.

Networking also played a crucial role in my career development. I attend company events and volunteered for committees, which gave me the chance to build relationships with other professionals in the industry. This helped me learn about new opportunities and opened doors to new roles and promotions.

Lastly, I was proactive in my career development. I set career goals for myself, and created a plan to achieve them. I asked for feedback from my supervisor and took steps to address any areas where I needed to improve. It took time, effort and patience, but it paid off.

In conclusion, the hospitality industry offers plenty of opportunities for growth and advancement. As an employee, you can take advantage of training opportunities, seek internal transfer opportunities, network with your colleagues, and be proactive in your career development. And don’t forget, you can take advantage of the many hotels Marriott has worldwide, to live and work in other countries. Believe in yourself and your abilities, and keep working towards your goals.

Key Takeaways:

  • Take advantage of training opportunities to acquire new skills and knowledge
  • Seek internal transfer opportunities within the company to gain new experiences and build a diverse skill set
  • Network with colleagues to learn about new opportunities and open doors to new roles or promotions
  • Be proactive in your career development, set career goals and create a plan to achieve them
  • Take advantage of international transfer opportunities to live and work in other countries
  • Stay positive and motivated, believe in yourself and your abilities.
Guest Services, Leadership

The Importance of Mis-en-Place in the Hotel Industry

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In the hotel industry, one of the most important aspects of ensuring smooth operations and high guest satisfaction is being prepared. This is where the concept of “mis-en-place” comes in.

Mis-en-place, which is a French term meaning ‘putting in place’, refers to the preparation of ingredients and equipment before the start of service. This includes tasks such as chopping vegetables, setting up cooking stations, and arranging plates and utensils. In the hotel industry, mis-en-place applies not only to the kitchen, but also to other areas such as front desk operations, housekeeping, and even engineering.

I remember one time when I was working as a front desk agent and we were understaffed that day. We had a full house, and guests were starting to arrive for check-in. I was rushing to check-in guests and answer phones at the same time. Suddenly, the computer system went down, and I had to manually check in guests. I was feeling overwhelmed and stressed, and it was obvious to the guests. It was only then I realize how important it is to be prepared and how it can make all the difference in providing excellent service to guests.

Another time when I was working as a housekeeper, I was making up a guest room and I realized that I had forgotten to restock my cart with essentials like shampoo and soap. I had to make multiple trips to the supply room, and it slowed down my work and I was running behind schedule. It was a valuable lesson on how being prepared can greatly benefit operations and own performance.

Having a well-executed mis-en-place not only improves the efficiency of operations, but it also greatly benefits the performance of the staff. When everything is in its proper place and ready to go, staff members can focus on providing excellent service to guests without being bogged down by the stress of last-minute preparation. This can lead to increased job satisfaction and a more positive work environment.

Furthermore, a well-prepared staff is better equipped to handle unexpected situations. For example, if a guest requests a special meal or requests a room move, a staff member who is well-prepared and has a good understanding of the hotel’s operations will be able to handle the situation in a timely and efficient manner, thus minimizing any potential negative impact on the guest’s experience.

In addition to the operational benefits, having a mis-en-place also helps to improve the overall image of the hotel. A clean, well-organized hotel, with staff that is well-prepared and can provide prompt service, leaves a lasting impression on guests and can lead to repeat business and positive word-of-mouth.

In conclusion, mis-en-place is a critical aspect of the hotel industry that can greatly benefit both the operations and the performance of the staff. By putting in place proper preparation and organization, hotels can ensure smooth operations, improve guest satisfaction, and enhance the overall image of the hotel.

Key Takeaways:

  • Mis-en-place is a critical aspect of the hotel industry that refers to the preparation of ingredients and equipment before the start of service.
  • Being well-prepared improves the efficiency of operations and benefits the performance of staff.
  • A well-prepared staff is better equipped to handle unexpected situations and provide excellent service to guests.
  • Having a mis-en-place also helps to improve the overall image of the hotel, leading to repeat business and positive word-of-mouth.
  • By putting in place proper preparation and organization, hotels can ensure smooth operations, improve guest satisfaction, and enhance the overall image of the hotel.

Development, Leadership

The Power of Teamwork in the Hotel Industry

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When it comes to providing exceptional service to guests, the hotel industry relies on the power of teamwork. From the moment a guest books their stay to the moment they check out, the staff at a hotel plays a crucial role in ensuring that their experience is memorable. And while individual employees may have their own areas of expertise, it’s the collaborative efforts of a team that truly make a hotel run like a well-oiled machine.

But why is teamwork so important in the hotel industry? Here are a few reasons:

  • Improved guest experience: When employees work together as a team, they are able to provide a better guest experience. I’ve seen firsthand how a team of front desk employees who communicate effectively and work together to resolve guest issues results in happy guests who are more likely to return to the hotel.
  • Increased productivity: When employees work together as a team, they are able to accomplish more than they would individually.
  • Better problem-solving: Teams are able to come up with more creative solutions to problems than individuals. When employees from different departments worked together to solve a difficult guest complaint, they came up with an innovative solution that not only satisfied the guest but also improved our hotel’s overall service.
  • Enhanced employee morale: When employees feel like they are part of a team and their contributions are valued, they are more motivated and satisfied with their job. When employees feel that they are part of a team and are recognized for their hard work, they are more motivated to continue to provide excellent service to our guests.
  • Cost savings: Teams can work together to identify areas where cost savings can be made.

So, how can hotel management foster a culture of teamwork within their organization? Here are a few tips:

  • Clearly define roles and responsibilities: Make sure each team member knows their role and what is expected of them. This helps to avoid confusion and ensures that everyone is working towards the same goals.
  • Encourage open communication: Create an environment where team members feel comfortable sharing ideas, concerns, and feedback. This helps to build trust and fosters a sense of collaboration.
  • Lead by example: Hotel management should model the behavior they expect from their team members and foster a positive work environment that promotes teamwork and collaboration.
  • Recognize and reward teamwork: Recognize and reward team members for their contributions to the team’s success. This helps to build a sense of pride and ownership among team members, which can lead to increased motivation and productivity.
  • Provide opportunities for training and development: Invest in your team members by providing them with opportunities for training and development. This helps to build a skilled and motivated team that is better equipped to work together effectively.
  • Celebrate successes: Take the time to celebrate the team’s successes, big or small. This helps to build a sense of camaraderie and promotes a positive work environment.
  • Encourage feedback and suggestions: Encourage team members to give feedback and suggestions on how to improve teamwork. And act on that feedback, this can help identify and solve issues that might be hindering teamwork.

In conclusion, teamwork is essential for the smooth operation and success of any hotel. By fostering open communication, a positive work environment, and opportunities for team-building, hotel management can create a culture of collaboration that benefits both the hotel and its guests.

Development, Leadership

IF you want to be a leader…

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start with taking ownership and adopting a growth mindset!

Most people with whom I worked with in my career wanted to get ahead and become a leader.

However, many expected this to somewhat automatically happen to them. If they would just work long enough in their position and become more senior, getting promoted would then eventually just be inevitable and others would look at them as leaders, right?

You probably already know the answer!

If you want to be a leader, you have to first take full ownership of what happens to you and adopt a growth mindset:

Continue reading IF you want to be a leader… →

Leadership

Are You Really Productive or Just Always Busy?

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Working in hotels now for my entire career, I have worked together with many talented people who simply spent too many hours at the hotel trying to get things done – I am talking 16 hours every day. Granted, if you choose a career in hospitality, you’ll always have a somewhat interesting schedule, need to be flexible with shifts and days-off, and work extra hours, but to what extend are those extra hours every day really necessary, and when do we stop being productive? Busy does not equal productive, and you’ll find that most people who are trying to add too many things to their to-do list and because of it work too many hours, actually accomplish less. They’re also more likely to get drained and run out of passion, and cannot be at their best anymore when it really matters. Continue reading Are You Really Productive or Just Always Busy? →
Leadership

Looking for a Career in Hotel Management? The #1 Most Important Thing Recruiters are Looking for Now is…

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…PATIENCE!

When I started my journey in hospitality I was told that experience was the most important thing necessary to have a successful career in hotel management, and that I had to learn as much as possible in as many areas of the hotel as possible so that I would become a well-rounded hotel professional later and could then share my experience with others.

Continue reading Looking for a Career in Hotel Management? The #1 Most Important Thing Recruiters are Looking for Now is… →