How hotels can tap into strong culture-led leadership

(A company’s culture is evidenced by the actions of its employees, but it's up to a company's leaders to point them in the right direction.)

It is safe to say that all of us take the time to train our new leaders on the technical aspects of their job so they can successfully submit their monthly inventory, easily maneuver through the company’s point-of-sale system and manage their budget. Is it as easy to say that we train the same leaders to lead in a way that is representative of the culture of our companies?

A company’s culture is evidenced by the actions of its employees. A leader helps shape the mindset and actions of his or her team. At The Broadmoor, we set the expectations for our supervisors, managers and directors early on by introducing the Manager’s Mission Statement in orientation: As managers of The Broadmoor Hotel, we are committed to giving our staff the support, knowledge, and encouragement they need to deliver service that goes “above & beyond guest expectations.”

We then elaborate on the following areas of commitment.

Treating all employees with courtesy, respect and dignity: We believe that every employee should be treated as a whole person. By getting to know the individual, a leader will learn how to show the type of courtesy and respect his or her employee desires.

Ensuring open communication: Our supervisors, managers and directors are trained to be a listening ear for their employees. However, the expectation is that they also share appropriate information to keep a level of transparency.

Acknowledging good performance: Not only does this encourage similar behavior, it also proves to employees that their leader pays attention.

Giving employees the tools, supplies and training they need: The best lodging management system in the world is no good if employees haven’t been properly trained. Leaders are the advocates for their employees and must ensure their team is set up for success.

Being fair and consistent in discipline: Consistency leads to an easy-to-decipher expectation.

Developing our employees both individually and as a team: It is necessary to develop individuals through varied methods that make sense for the person and his or her aspirations.

Leading by example: If a company’s culture is evidenced by the actions of its employees, then a leader’s actions need to lead his or her team to the desired company culture. Reminders of these values are a part of every Broadmoor leadership class and are a major part of each leader’s annual performance appraisal. Take the time to set the expectations of what leadership looks like in your company and never let a day go by where it isn’t a topic of conversation. 

Danielle Daly is senior training manager at The Broadmoor. She is on the board of directors of the Council of Hotel and Restaurant Trainers.