I used to say my role as an HR leader was to inspire our managers to inspire our employees to embrace our mission and culture. The Mission was ‘keep the promise’ of the beautiful and fanciful buildings with amazing service: employees knew they had to make that happen every day. And the culture revolved around treating employees and customers with respect – just like the Golden Rule. We knew it wouldn’t be good enough just to have those defined and posted – we wanted our employees to passionately live and support those in everything they did. And since supervisors couldn’t be there for every moment of service, employees had to be inspired to do perform even when nobody was looking. It was akin to a cult and through screening, training, and coaching, we made sure the right employees were in the right jobs with the right mindsets. I’ve been asked many times how we made that happen – in addition to those things we did to support employees, we spent lots of time and energy communicating to them, recognizing their efforts, and treating them like customers. That’s why the staff dining room was the nicest restaurant in our properties, internal communications were on par with external communications, and the employee areas were just as nice as the guest’s. And then we let their personalities shine through the services they provided. Do what it takes to treat your employees like customers today.
Napoleon Bonaparte (1769 – 1821): French general and statesman who rose to prominence during the French Revolution.[1]
[1] He led a series of military campaigns across Europe during the French Revolutionary and Napoleonic Wars from 1796 to 1815. He led the French Republic as First Consul from 1799 to 1804, then ruled the French Empire as Emperor of the French from 1804 to 1814, and briefly again in 1815. He was King of Italy from 1805 to 1814 and Protector of the Confederation of the Rhine from 1806 to 1813.
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