Work and play well with others...

Today’s author, like so many others, started with very little and ended up with a lot. That’s the American dream. That’s usually achieved by a complex combination of hard work, interwoven relationships, and a bit of luck. 

·      The hard work part is well understood – start early, keep at it, keep your eyes open and your wits about you, and push to your limits. 

·      Relationships – suffice it to say, two heads are better than one and you should appreciate all the help you can get. 

·      Luck – it’s there, but you often make your own by being prepared and ready to go. 

George Shinn owned private colleges and sports teams – in both, he parlayed hard work and teamwork into successful endeavors, reaching his goals with the help of others. I can relate to that – opening casinos is also a complex undertaking achieved through the hard work and teamwork of countless committed individuals. In fact, everything good can only be achieved with that. Look back on your life and career and spot how that applies to what you’ve achieved. The lesson is simple: learn to work well with others, treat them the way you want them to treat you, and always look for ways to combine your efforts with theirs. Work at reaching your goals like that today.

 

George Shinn (born 1941); American businessman, author, and philanthropist.

The best work is teamwork...

I’d like to add to yesterday’s hiring for attitude and training for skills message: that was mostly about hiring for attitude.  Today’s message will look at the training for skills part of that concept. The Mirage new employee training program went into great detail about the what, why, and how of the technical skills needed to perform effectively. But then we took it further, teaching employees about the things other departments they regularly worked with did. So that they could see how their efforts complemented one another. And be able to see exactly where, when, and how they could best support each other. We called this “intersection training”, where one job crosses over another. It cemented the concept that they all must work together – as in teamwork, to provide a comprehensive and collaborative customer experience. So, nothing fell between the cracks. And it lifted everyone’s performance – because if you want to lift yourself up, lift others up. Making everyone responsible and accountable. Prior to this, our service training was conducted as if every department was separate; when combined, the multiplier effect was noticeable: seeing employees from multiple departments talking service and how they could do it better together. It unleashed teamwork and team spirit in all the right ways. It took a little extra time, but it was worth it. Don’t just ask your employees to work together, show them how to do it effectively today.

 

Booker T. Washington (1856 – 1915) was an American educator, author, orator, and one of the founders of the National Negro Business League.

Know how to get from good to great...

More than 10 years before the Good to Great book was published, we introduced hiring for attitude and training for skills for the opening of the Mirage. Back then, we were convinced that looking for certain immutable character attributes like optimism, flexibility, and resilience(today they call it grit) were essential for great customer service and experiences. The research we conducted also showed the importance of job skills training to complement the “attitudes” the employees brought with them. 8 out of the 10 interview questions applicants we asked focused on those attributes – were applicants comfortable talking about their service experience and attitude, did they smile easily, did their body language and gestures convey their passion for what they did, and did they recover easily from challenges and change. The remaining 2 questions focused on specific educational background, practical skills, specialized knowledge, and work experience. We told new employees that we loved their smiles and passion during the interviews and since we knew they had those, and we expected to see them on the job… and we immediately started catching them doing those things and rewarded that behavior in many visible and reinforcing ways. Our managers then practiced effective coaching techniques to help develop and refine employees’ technical skills. Help your company achieve greatness by hiring for attitude and training for skills today.

 

James C. “Jim” Collins (born 1958): American researcher (Stanford), author (Good to Great), speaker and consultant focused on business management and company sustainability and growth.

Reap the rewards of inspirational leadership...

I think the most important role of a leader is to inspire people. People who have hopes and dreams: be aware and help them achieve them. People who want to learn more: be a coach and mentor and encourage them to be a life-long learner. People who want to do more: ask what would make their job more fulfilling and find ways to allow them to do those things. People who want to become more: discuss their career aspirations and help them achieve them. These are the things that inspire employees. The things that servant leaders do, focusing first and foremost on their employees – you’ll be surprised how much more you get out of employees when you put them first. It’ll pay dividends: they’ll be more engaged and focused, have greater productivity, near or perfect attendance, longer tenure, and be more committed and loyal to your organization. They’ll be role models, inspiring others, and lifting the morale and work of their co-workers. And won’t take up your time with frivolous efforts and drama. That’s the real payoff from acting with this kind of professionalism. If your actions do all that, you’ll be a very effective leader today.

 

John Quincy Adams (1767 – 1848): American politician who was the sixth president of the United States, the eighth United States secretary of state, an ambassador, and a member of the United States Congress representing Massachusetts in both chambers.

Learn more about his public service: https://en.wikipedia.org/wiki/John_Quincy_Adams

Let your professionalism show...

My frame of reference for this message focuses on professionals who serve as supervisors, managers, and directors in the hospitality business. And their professionalism. This hierarchy of mid-level management is both customer and employee facing – where, you might say, the rubber meets the road in the pursuit of service excellence. They’re professionals… living the part every day where they must use their head handling their job duties and responsibilities, and their heart when handling others. When handling customers: representing everything the company offers in goods and services; when handling employees: representing the company’s direction, culture and values. Navigating and negotiating between the two for their corporate bosses. It’s the sweet spot in hospitality – lots of responsibilities best served by soft skills and emotional intelligence; and lots of latitude if they’re willing to work hard, act responsibly, be model corporate citizens. They keep the lights on and the trains running on time – the best of them think and act like they own the place. I’ve worked in manufacturing and hospitality and as much as I loved the first, the second ultimately grew on me more… being in the service business can do that to you. Find something you’d love to do and put all your curiosity and creativity into it. Master your craft and knowledge of your business. That’s what professionalism looks like. Be that kind of professional today.

 

Eleanor Roosevelt (1884 - 1962): American political figure, diplomat, and activist. She was the longest serving First Lady, married to President Franklin D. Roosevelt.

Don't be afraid to envision something new...

As an HR professional, I was first and foremost a student of Human Resources practices and processes. I loved recruiting people and envisioned creative sources for applicants. I loved the whole recruiting process and envisioned ways to improve its efficiency through technology. I loved collective bargaining and negotiated landmark contracts. And I loved training – but it wasn’t until after I retired that I started to envision new and improved ways to provide training for managers and supervisors. Short courses, simple and direct, online videos that could be taken anywhere, anytime. That’s the part of leadership I loved the most – the part where you engage others in a vision to do creative new things that make a difference. I believe anyone can do things like this – wherever they work, whatever their job, they see things – big and small, that could and should be improved. Ask them, and if they’ve got a vision for that, support them. It’s one of the best ways to get them excited about and engaged in their work. And for the individual, it’s a great way to get re-energized in your work, to feel great about what you do, and to know that you can make a difference. To make it more than just a job. Don’t be shy about ideas and visions that can lead to positive change today.

 

Theodore Martin Hesburgh (1917 – 2015): American Catholic priest, educator, author, public servant, and social activist. He was president of the University of Notre Dame for 35 years. 

Get everyone started on the right foot...

When leaders show up for work, the most important thing for them to do is gather their people and discuss what’s up for today. In the hospitality business, that’s called a huddle or pre-shift meeting and it helps set the tone for the rest of the day. Not that employees necessarily need it, but it puts them all on the same page, creating a sense of teamwork and togetherness, getting everyone started on the right foot, and making them all feel a part of what’s going on. I’ve often seen people dragging into these meetings, unfocused, needing their coffee, and generally trying to get it together… and when it’s done right, they all leave with a new-found bounce in their step. These are part informational – things everyone needs to know (or remember), part directional – letting everyone see what you’re going, and part inspirational – showing the way and making them feel good about it. It’s the most important part of a leader’s day, the part where the professional in them show’s not only who’s in charge but also how everyone else fits into the plan. Employees need that… so get that role straight in your head and be prepared to fill it today.

 

John Calvin Maxwell (born 1947): American author, speaker, and pastor who has written many books, primarily focusing on leadership.