As a part of a Leadership Development Program that I am currently facilitating, we visit local businesses to see how they are leading their teams and continuously improving their operations. Recently we visited a hotel from a national hotel chain and met with their Director of Rooms. He told us about their philosophy and how they motivated their staff. He mentioned some of the things they do, and how they listen to their staff to find out what their expectations are, and how they communicate the expectations of the hotel’s owners and General Manager. As he was telling his story he gave an example that made the point that a leader must lead, they must be out front and “lead by example.”
He cited a hotel he had worked at on the West Coast that had an “All Hands” policy. If a department had a problem and needed additional assistance they would activate a “phone tree” to get the notice out that they needed help. The General Manager of the hotel made sure his name was the first one on the list to be called. It didn’t matter if it was parking cars, busing tables, or setting up a banquet room, he was the first to be called and to be there to lend a hand.
Unfortunately it is common for us to read in the paper and see on TV stories about business leaders that are out to “feather their own nest” and don’t seem to care about the people and work for them that have made it possible for them to succeed. It is not often that we hear about the good leaders. However, this is a true, real world example of Walking the Talk and Leading By Example.