Tag Archives: hospitality

Essential Leadership Insights: 12 Key Lessons

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.

Why you should start a career with W Bangkok!

Why you should start a career with W Bangkok when there are so many other options in Bangkok with many new exciting hotel projects coming up every year? When I first started this blog I talked about why you should start a career in hospitality to begin with. It’s a journey that’s challenging, but always exciting! Every day is different, you gain many experiences in different departments, and the best part… it’s all about people! And not to forget, you get to travel the world, if you choose to do so. Now I want to talk about why you should choose a career with W Bangkok over any other hotel in the city. More and more hotels are opening up in Bangkok each year, and graduates have more and more options to choose from. But not all options, as exciting as they may look at first, will help you build the right foundation for your career. Continue reading Why you should start a career with W Bangkok!

Build A Team of A Players!

Steve Jobs stated in ‘The Lost Interview’ that to be truly successful and accomplish something great together you need to build a team of A players and should not settle for B or C players.

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This is true for any industry, but especially for hospitality. Receiving average service from an associate who is not passionate and doesn’t seem to care, and experiencing service from someone who sincerely cares about you and about providing excellent service, makes all the difference for you, and how successful the hotel can be. Continue reading Build A Team of A Players!

What To Do First When Starting A New Job

I recently started an assignment at a new property and wanted to share my experiences with you. I know it seems pretty obvious what should be the first thing to do when starting a new job, so why do I even talk about it.

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I read plenty of articles about what’s important and what to focus on, and while most of them will list five to ten points of what’s important to keep in mind, they all highlight that you need to focus on people. Think about every time a new employee started at your company, and about the ones that did well? What did they do differently? Did they focus on getting their office desk organized, studying the financials and company’s guidelines? No, they did well, because they started with walking around trying to make a connection with the team.

Well, things might be overwhelming at the beginning with everything being new and it’s very well possible that you could lose focus of what matters most. It doesn’t matter how smart and talented you are, how much experience you have and how well you did at your previous job, if you are new, you will have to start from scratch again and you will not go very far if you don’t focus on your people first.

The beautiful thing about hospitality is that it’s all about people, if you take care of your employees, they will take care of your guests, and guess what, your business and the bottom line will then just take care of itself… it’s that simple.

So we have established that you should first focus on getting to know everyone and build relationships, but is it really that simple? No, certainly not, because in most cases mountains of work, and new assignments with pressing deadlines are already waiting for you… and that’s how your performance is being measured on, right?

You need to focus on your people first, otherwise you will not be effective, and all the work that is waiting for you, will not get done at all. Try to focus on your big rocks and what matters most first, and keep in mind that you are a leader, and if you have no one following you, you’re really missing the point of it.

Best of luck on your first days!

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What You Must Know About Five Star Service – Never Assume!

I recently attended a Forbes five-stars training at my hotel. The Forbes trainer started the training by explaining how it feels to receive five-star service as a guest, and the genuine care and attention to detail that come with it. The trainer continued that while many of us have been working in the hotel industry for very many years and believe to exactly know our customers that we should never assume that a certain guest doesn’t care about us offering service that goes beyond and only cares about the basics. Continue reading What You Must Know About Five Star Service – Never Assume!

The Secret Of Effective Communication

When I started in hospitality I believed myself to be an effective communicator and always made sure that my coworkers and superiors would be up to date with the information that I had so that everyone would stay ahead of the game. Once I moved to management I remember telling my director that he should improve his communication to the team and I was convinced that I could do a better job communicating if I was in his position. It’s not that he wouldn’t communicate what was going on, but I was mostly the one asking him for updates and trying to get myself involved as much as I could to get the information I needed in order for me to be effective…. and I still believed communication to be one of my strengths.

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Continue reading The Secret Of Effective Communication

Do you know what your goals are?

What’s my goal, is one of the most important questions you can ask yourself at the beginning of your journey and your career in hospitality!

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Image courtesy of pakorn at FreeDigitalPhotos.net

I am recruiting graduates from hotel management schools for the position of housekeeping floor manager now for years, and my experience is that many, if not most, do not have clearly defined goals and are rushed to get promoted as fast as possible, and definitely faster than their peers from school. Continue reading Do you know what your goals are?