While there are lots of quotes about integrity, few
describe it as well as this: Maria is a great hospitality executive who lives
this ideal. Hospitality professionals operate on the premise that there’s only
one chance to make a good first impression: while that’s generally true with
customers, there’s a much longer-term relationship-building dynamic between
supervisors and employees. Words and
actions are important in building credibility and trust: it’s about saying what
you mean, meaning what you say, being consistent and fair, and keeping your
word. However, these can be weakened by being less than truthful and
transparent, and by not following thru: when that happens, an immediate apology
is critically important. None of us are perfect: give your subordinates the
benefit of the doubt and hope they’ll do the same for you today.
Maria Razumich-Zec: Regional
VP of Peninsula Hotels, US East Coast and GM of the Peninsula Hotel in Chicago
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