The benefits of treating our teams like Guests!

Over the last month, I have seen a lot of posts from people outlining industry events, company leadership conferences, or planning meetings. They have had several themes in common: a cautious optimism about the business in the second half of 2025 and into 2026, and the belief that to win with our guests, we need to provide them with experiences. I am heartened by the optimism and agree that the way to win in our industry is through offering great experiences. No doubt our external guests deserve the best experience. I will argue that our internal guests, who will be charged with offering the experience to our guests, deserve the same. How our leaders embrace the team, or don't, will be the defining moment for properties. Looking for proof, look at these numbers and my recommendations: 

1. Employees who trust their leaders are 14 times more engaged. This means they are 14 more times willing to offer great experiences to our guests.  

2. 58% of people say they won't work for a company with a bad leadership culture. 2 out of every 3 interviews I conduct are with a candidate who is unhappy with leadership and their lack of caring.  

3. Poor leadership can cost businesses up to $550 billion annually in lost productivity. Most properties do not see this invisible loss, but it is there. Think callouts think open roles for long periods of time. 

4. Organizations with active leadership development programs are 4.6 times more likely to have high-quality leaders and a strong talent pool. This is one of the top 3 questions I get from candidates. 

5. Leaders who prioritize managing over interacting are 32% less engaged, 1.5 times more likely to feel burned out by the end of the day, and 2 times more likely to leave within 12 months. While leadership turnover is an issue, the real issue is burn out and disengaged leaders who remain.  

The solution for the issues requires letting go of our ego as leaders. Here are some actionable solutions: 

Building Trust and Engagement 

1. Re-think your team meetings: Ensure that leaders communicate openly and honestly with their team members. Regular updates, clear expectations, and active listening can foster trust and a sense of security. 

2. Recognition and Appreciation: Regularly acknowledge and reward employees for their hard work and contributions. This can be done through verbal praise, written notes, or formal recognition programs. 

Improving Leadership Culture 

1. Leadership Training and Development: Invest in comprehensive training programs that focus on developing leadership skills, emotional intelligence, and effective management techniques. 

2. Mentorship Programs: Establishing mentorship programs where experienced leaders guide and support newer members can help in building a strong leadership culture. 

Enhancing Productivity 

1. Address Burnout: Implement measures to prevent burnout, such as promoting work-life balance, encouraging regular breaks, and providing resources for stress management. 

2. Streamline Processes: Review and optimize workplace processes to reduce inefficiencies and improve overall productivity. This can include adopting new technologies or improving existing workflows. 

Fostering Meaningful Interactions 

1. Team Building Activities: Organize regular team-building events and activities that encourage collaboration and strengthen relationships among team members. 

2. Feedback Mechanisms: Create channels for employees to provide feedback and suggestions. This can help leaders understand the needs and concerns of their team and address them effectively. 

In conclusion, the evidence is overwhelmingly clear: nurturing our internal guests—our invaluable employees—is essential to creating a thriving business environment. Imagine a workplace where trust flourishes, leadership inspires, and every team member feels empowered and motivated! Let's commit to building a culture of excellence, where our employees are valued, energized, and excited about their roles. By investing in leadership, fostering meaningful interactions, and prioritizing trust, we will not only enhance our guests' experiences but propel our organization to unprecedented heights. Together, let's transform our workplaces into beacons of exceptional leadership and extraordinary experiences. The future is bright, and with a united, passionate team, there are no limits to what we can achieve! 

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