Guests are Gods
Employees are Angels
(continued from....)
Compelling vision & a meaningful mission
One steamy summer afternoon I was doing my usual hotel rounds which is
part of my leadership strategy of managing by walking around.
Especially in a service industry it is very important thar a leader is
visible to the foot soldiers and lieutenents. This very connect of
leasldership inspires people to out perfrom themselves and gives them
a sense of belonging. As I was practicing and excercising my mind by
remembering employee names and making 'small talk' I realized I was
on a futile path living the day for today ! This really struck me.
Where are we headed ? What do we want to be known for? Are we all
working towards a purpose ? do we believe in some core values by which
the team can make decisions independently ?
This got me very agitated and uncomfortable. I got hold of some of my
HOD'S and asked them the questions which were the thoughts of my
internal dialogue. Without surprise the answers were varied. So , we
needed to get a vision and a mission in place to give direction to the
entire operations and give a meaning to all the hard work of the
associates. Brain storming sessions followed by serious discussions
and realizations and finally a plan emerged out of the chaos.
Vision ( what)
Radisson GRT hotel will strive to be the best hospitality company in
the country known for the service standards and guest care.
Mission (how)
Radisson GRT hotel will strive to create repeat guests by dazzling
them with the services of a life style hotel where extraordinary is
normal and luxury is the rule.
We threaafer delibrated on goals and a strategy to implement our
vision and mission.
Our next challenge was to communicate the grand plan with our
associates down the line. How do we take this uniformly with the same
passion and enthisiam to Everyone. The key was to get all the them
excited about the future collectively and individually. How do we show
that there something for everyone to gain.
'Way ahead' a power point presentation was put together which included
all the elements to excite and infuse the needed enthisiam and 'change
agents' were nominTed to roll out the implementation. Benchmarks were
indicated for guest satisfaction levels and financial success. Even
goals for employee satisaction were defined.
Huge success. The people got all excited and a new enery was flowing
through the organisation. I could feel the intense aura which led me
to believe that we are all set to achieve like never before.
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