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Winning As a Leader in the Face of Daunting Odds
Opposition is a natural part of life. Just as we build our physical muscles by overcoming opposition, like lifting weights, we build our character muscles by overcoming challenges and adversity. ~Stephen R. Covey
I have never been more conflicted with a decision in my career at Marriott than when I received the results of the hotel’s Fall 1995 Employee Opinion Survey. After six months as General Manager of the Fairfield Inn, located in Wilmington NC, staff rated my leadership ability in the bottom quartile of all Fairfield Inn hotels in the Mid-Atlantic region. As if that blow weren’t enough, I had just suffered my worst personal tragedy with the unexpected death of my teenage son, Blease, two months before the staff completed this investigation.
No one seemed to consider that I had spent three of the six months traveling back and forth from NC to GA for Fairfield Inn management training or the task of moving my teenage daughter, Dee, and our belongings to a new town and state. Until this experience, for five years as a Courtyard by Marriott manager, I had received favorable ratings of 85% or better.
I’m sure my frustration and doubts that I made the right decision instead have a lot to do with my state of mind and the state of my emotions following the death of my son. But that didn’t stop me from thinking at the start: “I made a BIG mistake. Days, weeks, and a few months passed as I continued to struggle with the thought, “maybe I should quit my job and return to my hometown of Columbia, SC.”
Success is not final, failure is not fatal: it is the courage to continue that counts. ~ Winston Churchill
Eventually, I pushed that idea aside when I took the time to consider all that I had to overcome, all that I had sacrificed in the hope of giving my children a better life. I didn’t know exactly what to do, but I knew in that moment that I remembered my story: “Now was not the time to throw in the towel. No, instead, I should dig deeper to overcome this hurdle. Period”
During my annual performance in early 1996, my regional manager, Steve Dawe, and I had a candid conversation about the employee opinion survey, in addition to other performance measures. After our discussion, I knew that I had to strengthen my leadership skills to succeed in this position. I was not about to accept the failure in the job that had compelled me to years of commitment and an unrelenting determination to exceed expectations in my job. To do so would have taken “everything” I had overcome lightly. Quitting, for now, was not an option.
Steve suggested that I approach the staff from a different perspective. Since I had been with Marriott for 10 years, I had been immersed in its culture and values while working in its full-service division and the Courtyard division. In my mind, “I was an expert on Marriott excellence and what it took to be successful working for the company.”
I was so caught up in “my lane” that I wasn’t smart enough to realize that in my quest for the Fairfield Inn guest experience to be of the same quality as full-service and Courtyard guests, I had alienated more than three-quarters of the staff. My actions told the staff, “I know better than you how to deliver great service the Marriott way.” I came to this realization, after talking to key staff influencers. First, I had to admit that I had been wrong to walk into the Fairfield Inn by “acting” like I knew everything. I had to go back and start over with building relationships from a place of respect and value.
If you want to take your mission in life to the next level, if you’re stuck and don’t know how to elevate yourself, don’t look outside of yourself. Look inside. Don’t let your fears bog you down in the crowd. Abolish your fears and elevate your level of commitment to the point of no return, and I guarantee the Champion within you will burst forth to propel you to victory.” ~ Bruce Jenner
As I began to ask questions of the staff, to get their feedback on what improvements I felt needed, they slowly began to share their knowledge and ideas with me. It was a start. Very quickly, I understood that we shared the same objective for the hotel, we wanted it to succeed. As a team, we started to focus on what we had in common. It became a turning point. I challenged myself to “step up my leadership game” with the goal of becoming the best general manager they would have.
To take our team to the next level, we needed focus and alignment of our values, actions and goals. So I launched a staff development and growth campaign. I went to Sam’s Wholesale and bought a copy of John’s Maxwell’s book, Developing the Leaders Around You, for each staff member. I used the book as a topic of discussion during our monthly meetings with employees. I have taken the necessary steps to continue immersing myself in the Fairfield Inn culture. In April 1996, employees participated in the spring hotel employee opinion survey.
During the summer of 1996, we received the survey results and all areas of employee satisfaction improved across the board. So much so that I was recognized at the Fairfield Inn/Courtyard General Managers Conference in 1997 as one of the Fairfield Inn General Managers with the most improvement in their employee survey.
Adversity has the effect of awakening talents which, under prosperous circumstances, would have lain dormant. ~Horace
This accomplishment fueled my desire to see what more we could accomplish as a team. I continued my staff development and growth campaign, sending all staff to an introductory IT course and contracting a local training consultant to create and run refresher courses which took place at our sister hotel, the Courtyard by Marriott. . In 1997, I purchased a copy of John Maxwell’s book Becoming a Person of Influence for each member of staff. Over the year, I have used the ideas in the book as discussion material at our staff meetings.
My commitment to the success of the individuals on the team became my primary focus as a leader. It’s the “why” that gave me the courage and tenacity to develop my skills so that I could develop the leaders around me. Our commitment as a team and the results we were able to produce took center stage in 1998 at the Fairfield Inn General Managers Conference in New Orleans, LA. Despite our many team starts and stops, the horrific hurricane seasons of 1996-97, and the influx of newer hotels into our market at a breakneck pace, we received four #1 Guest Satisfaction awards at the conference from GM, out of 350 Fairfield Inn hotels. Our team has been recognized as #1 in service, #1 in value, #1 in room cleanliness and #1 in building maintenance and upkeep.
These awards were the icing on the cake with a strawberry on top. Despite the daunting obstacles we faced early in our team’s evolution, we had become a winning team. I was and continue to be very proud of our ability to overcome the obstacles that could have prevented each of us from experiencing this great achievement. And the fact that our tireless efforts to create memorable, value-added customer service experiences are recognized by our customers has made it even better. We celebrated with a beach party. Staff from other Fairfield Inns traveled to Wilmington so we could get to Myrtle Beach. Soon after this experience, many members, including my assistant director, Cinia Willis, began to pursue and obtain leadership promotions. Today, several members of this Fairfield Inn team continue to hold leadership positions in the hospitality industry. Others have gone into business as small business owners. And many have successfully transferred their skills to other industries.
Just like a boxer in a boxing championship, there can be times when life throws a punch at you. At that point, you have a choice to stay down and stop, or rise up through the strength of your mind, spirit, and body to end the fight as a winner. If you decide to stay in the ring and fight for your goal, your bulldog-like commitment and tenacity to win will warn those who might doubt your luck. At the end of the day, I encourage you with these words from President Abraham Lincoln: “Never forget that your own resolve to succeed is more important than anything else.
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