I’ve been staying at a hotel where the service has been mediocre to say the least.Obviously you can always get one or two members of staff who are not upto scratch but when it extends to the majority of the team then this is clearly down to a management who does not care about it’s customers, or who are too interested in other things.
Noticeably the two adjacent hotels don’t share the same problem, so it’s not a question of not being able to find the right staff, it’s more than that.
As leaders and managers we need to remember that our staff follow our lead, that we define the culture for our organisations, that our companies reflect our attitudes, and if we have the wrong attitude it will clearly show.
What surprises me it that I thought that this was a pretty well known fact, as the saying goes ‘Fish rot from the head down’, and this is often applied to leadership too.
It would only take the owners 15 minutes to do a tour of the hotel and see that there is a problem with the leadership/management of the hotel.
But if the owners don’t care then this hotel has a real problem, where will the solution come from, what will make the owners change their attitude?
The hotels is pretty busy, so it is probably profitable, so why should the owners/leadership make changes?
The answer again is pretty simple. You make the changes to improve whilst you are being successful, not once you are in decline or start to be in decline, then it can be too late.
It’s hard to stop a sinking ship, just ask Manchester Unit fans.
It doesn’t cost anything for people to care, it’s all attitude and these can easily be changed as they reflect leadership. It just takes the leaders to show that they care and the staff/team will follow suit.
Hopefully the people staying at the hotel will provide the right level of feedback to get the management/leadership/owners to take notice.
It’s a great hotel in a great location which is let down by it’s leadership.
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