Today's Hotelier - April 2018 - 78

LEADERSHIP

2

EXCEPTIONAL
LEADERS
UNDERSTAND
S,
CHANGE HAPPEN
IT.
H
IT
W
GE
AN
AND THEY CH

Another client had many legacy employees and leaders at the top. The legacy
employees had at least 10 years tenure
with the organization; most started in
entry-level roles and were promoted over
the years. The vice president had 25 years
with the organization, although he had
recently been moved to this division.
A team for an internally developed
communication skills class was training
new employees using the same techniques used when many of them previously performed the role, years earlier.
Although notified that this may not be
the best current method, legacy was a
critical value to this organization. In this
instance, it was to its determent.
Take away: Exceptional leaders realize that making decisions solely on
their individual past experience from
years ago is not always fruitful. This
has played out time and time again.
Exceptional leaders adapt to changes
in their world to maximize guest and
employee satisfaction.

3

EXCEPTIONAL
LEADERS ARE
VISIBLE IN THE
OPER ATION.

I have heard some stinging indictments
from hospitality employees regarding
where their leaders spend most of their
days. While facilitating several training
classes that required role play, the scenario involved the hospitality employee
calling a manager for assistance, who
was played by another employee. In
almost every class, the employee playing the leader added an unscripted
element of either not being available,

78  | APRIL 2018 | TODAYSHOTELIER.COM

leaders adapt to changes
"Exceptional
in their world to maximize guest
and employee satisfaction."
avoiding the conflict or hiding in their
office. The kicker? The entire class would
laugh. Yikes!
Take away: Could this unintentionally be you? As a leader, there is a lot of
behind-the-scenes administration that
has to occur. But if you are not out in
the active area for at least part of your
day engaging with guests and employees, employees will make assumptions
about what you are doing. None of those
assumptions will paint you in a positive
light. This applies to all leaders, general
managers to supervisors.

4

EXCEPTIONAL
LEADERS ARE
AVAILABLE
HEN
IMMEDIATELY W
E.
THERE IS TROUBL

Early in my career, I had the pleasure
of serving as a concierge at a beautiful
world-renowned resort. The concierge
building was separate from the main
front desk, less than a 5-minute walk.
Typically, our manager left around
6 p.m., unless it was her late-night shift.
The front office manager on duty would
then become our leader, as needed.
One night around 8 p.m., we had an
angry guest come to us. The guest's situation had flowed through several days,
and he had dealt with the concierge
manager, plus other front desk managers, and possibly the general manager.
This evening he was belligerent, and
asking us for things that were beyond
our approval levels.
The concierge had three separate
desks, one for each concierge. As he
is yelling at two colleagues, I was the

furthest away and discreetly called the
front desk to ask for assistance from the
manager on duty. She kept asking me
questions to stall, finishing with she
could not come to concierge. My overall
impression was she did not want to, or
could not, deal with this challenging
guest. And she didn't. At that instance,
I lost complete respect for this leader.
Take away: Leaders need to excel
at conflict resolution with guests, so
they are prepared to have these difficult conversations. As a concierge, we
were skilled at a higher level to handle
85 percent of the challenges that came
to our desks. But the one night we
needed back-up, it wasn't there. That is
how trust is broken, and it is why good
employees leave.

5

EXCEPTIONAL
LEADERS KNOW
AND RESPECT
E
EVERY JOB IN TH
.
ORGANIZ ATION

I will end with a positive example of leadership. When I was growing up in Central
Florida, I remember our governor being
featured on the news for his work days.
Research showed it started as a campaign
stunt. Bob Graham was a non-recognizable candidate as he ran for Florida's governor. The stunt worked because he began
being featured in the media, and he won,
becoming governor for two terms.
Once he became governor, he continued the work days. He was doing the jobs
of the average Floridian. He was a bell
man, a tomato picker, waiter, construction worker (pictured on page 80) and
so many more.


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Table of Contents for the Digital Edition of Today's Hotelier - April 2018

Letter From the Chairman
Letter From the President & CEO
Government Affairs & Advocacy
The C-Suite
Common Ground
Summer Season Offers Opportunities to Drive Business
Maximizing Your Experiential Travel Potential
What Can Hoteliers Learn From Other Industries?
Trends to Watch
Finance
Operations
Marketing
Small Business
Spotlight
Q&A
Perspectives
Travel
Leadership
Strategy
Design
Guest Experience
Food & Beverage
Technology
Operations
HR & Employee Relations
AAHOA Club Blue, Platinum, Gold & Silver Members
AAHOA @ Industry Events
Classifieds
Advertiser Index
Back of the House
Today's Hotelier - April 2018 - Intro
Today's Hotelier - April 2018 - cover1
Today's Hotelier - April 2018 - cover2
Today's Hotelier - April 2018 - insert1
Today's Hotelier - April 2018 - insert2
Today's Hotelier - April 2018 - 3
Today's Hotelier - April 2018 - 4
Today's Hotelier - April 2018 - 5
Today's Hotelier - April 2018 - 6
Today's Hotelier - April 2018 - 7
Today's Hotelier - April 2018 - 8
Today's Hotelier - April 2018 - 9
Today's Hotelier - April 2018 - 10
Today's Hotelier - April 2018 - 11
Today's Hotelier - April 2018 - Letter From the Chairman
Today's Hotelier - April 2018 - 13
Today's Hotelier - April 2018 - Letter From the President & CEO
Today's Hotelier - April 2018 - 15
Today's Hotelier - April 2018 - Government Affairs & Advocacy
Today's Hotelier - April 2018 - 17
Today's Hotelier - April 2018 - 18
Today's Hotelier - April 2018 - 19
Today's Hotelier - April 2018 - The C-Suite
Today's Hotelier - April 2018 - 21
Today's Hotelier - April 2018 - Common Ground
Today's Hotelier - April 2018 - 23
Today's Hotelier - April 2018 - Summer Season Offers Opportunities to Drive Business
Today's Hotelier - April 2018 - 25
Today's Hotelier - April 2018 - 26
Today's Hotelier - April 2018 - 27
Today's Hotelier - April 2018 - 28
Today's Hotelier - April 2018 - 29
Today's Hotelier - April 2018 - Maximizing Your Experiential Travel Potential
Today's Hotelier - April 2018 - 31
Today's Hotelier - April 2018 - 32
Today's Hotelier - April 2018 - 33
Today's Hotelier - April 2018 - 34
Today's Hotelier - April 2018 - 35
Today's Hotelier - April 2018 - What Can Hoteliers Learn From Other Industries?
Today's Hotelier - April 2018 - 37
Today's Hotelier - April 2018 - 38
Today's Hotelier - April 2018 - 39
Today's Hotelier - April 2018 - 40
Today's Hotelier - April 2018 - 41
Today's Hotelier - April 2018 - Trends to Watch
Today's Hotelier - April 2018 - 43
Today's Hotelier - April 2018 - 44
Today's Hotelier - April 2018 - 45
Today's Hotelier - April 2018 - Finance
Today's Hotelier - April 2018 - 47
Today's Hotelier - April 2018 - 48
Today's Hotelier - April 2018 - 49
Today's Hotelier - April 2018 - Operations
Today's Hotelier - April 2018 - 51
Today's Hotelier - April 2018 - 52
Today's Hotelier - April 2018 - 53
Today's Hotelier - April 2018 - Marketing
Today's Hotelier - April 2018 - 55
Today's Hotelier - April 2018 - 56
Today's Hotelier - April 2018 - 57
Today's Hotelier - April 2018 - Small Business
Today's Hotelier - April 2018 - 59
Today's Hotelier - April 2018 - Spotlight
Today's Hotelier - April 2018 - 61
Today's Hotelier - April 2018 - Q&A
Today's Hotelier - April 2018 - 63
Today's Hotelier - April 2018 - 64
Today's Hotelier - April 2018 - 65
Today's Hotelier - April 2018 - Perspectives
Today's Hotelier - April 2018 - 67
Today's Hotelier - April 2018 - 68
Today's Hotelier - April 2018 - 69
Today's Hotelier - April 2018 - Travel
Today's Hotelier - April 2018 - 71
Today's Hotelier - April 2018 - 72
Today's Hotelier - April 2018 - 73
Today's Hotelier - April 2018 - 74
Today's Hotelier - April 2018 - 75
Today's Hotelier - April 2018 - Leadership
Today's Hotelier - April 2018 - 77
Today's Hotelier - April 2018 - 78
Today's Hotelier - April 2018 - 79
Today's Hotelier - April 2018 - 80
Today's Hotelier - April 2018 - 81
Today's Hotelier - April 2018 - Strategy
Today's Hotelier - April 2018 - 83
Today's Hotelier - April 2018 - 84
Today's Hotelier - April 2018 - 85
Today's Hotelier - April 2018 - Design
Today's Hotelier - April 2018 - 87
Today's Hotelier - April 2018 - 88
Today's Hotelier - April 2018 - 89
Today's Hotelier - April 2018 - Guest Experience
Today's Hotelier - April 2018 - 91
Today's Hotelier - April 2018 - 92
Today's Hotelier - April 2018 - 93
Today's Hotelier - April 2018 - 94
Today's Hotelier - April 2018 - 95
Today's Hotelier - April 2018 - Food & Beverage
Today's Hotelier - April 2018 - 97
Today's Hotelier - April 2018 - 98
Today's Hotelier - April 2018 - 99
Today's Hotelier - April 2018 - 100
Today's Hotelier - April 2018 - 101
Today's Hotelier - April 2018 - Technology
Today's Hotelier - April 2018 - 103
Today's Hotelier - April 2018 - 104
Today's Hotelier - April 2018 - 105
Today's Hotelier - April 2018 - Operations
Today's Hotelier - April 2018 - 107
Today's Hotelier - April 2018 - 108
Today's Hotelier - April 2018 - 109
Today's Hotelier - April 2018 - 110
Today's Hotelier - April 2018 - 111
Today's Hotelier - April 2018 - HR & Employee Relations
Today's Hotelier - April 2018 - 113
Today's Hotelier - April 2018 - 114
Today's Hotelier - April 2018 - 115
Today's Hotelier - April 2018 - 116
Today's Hotelier - April 2018 - 117
Today's Hotelier - April 2018 - AAHOA Club Blue, Platinum, Gold & Silver Members
Today's Hotelier - April 2018 - 119
Today's Hotelier - April 2018 - AAHOA @ Industry Events
Today's Hotelier - April 2018 - 121
Today's Hotelier - April 2018 - 122
Today's Hotelier - April 2018 - Classifieds
Today's Hotelier - April 2018 - 124
Today's Hotelier - April 2018 - 125
Today's Hotelier - April 2018 - 126
Today's Hotelier - April 2018 - 127
Today's Hotelier - April 2018 - 128
Today's Hotelier - April 2018 - 129
Today's Hotelier - April 2018 - 130
Today's Hotelier - April 2018 - 131
Today's Hotelier - April 2018 - 132
Today's Hotelier - April 2018 - Advertiser Index
Today's Hotelier - April 2018 - 134
Today's Hotelier - April 2018 - 135
Today's Hotelier - April 2018 - Back of the House
Today's Hotelier - April 2018 - 137
Today's Hotelier - April 2018 - 138
Today's Hotelier - April 2018 - cover3
Today's Hotelier - April 2018 - cover4
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