My current position was as manager of an international five star hotel in Kuala Lumpur. Discretion is important in this business so I shall not name the hotel; suffice to say it is one of the better hotels a stone’s throw away from KLCC.
I think it was Maya Angelou who said, “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
I would apply this to managing my team; I would never show signs of anger or belittle anyone and as a result we had a productive and happy workplace.
Another secret to creating a good environment is to consider the needs of the team working for you and treat them as individuals. It is often the case in the hospitality industry that your best members of staff can also be the most troublesome. Some can simply be left to their own devices and other will require a degree of guidance.
Today had started like any other with my daily round of the hotel. I enjoyed this part of my job. I would joke with the concierge and the bell boys, flirt with the housekeeping girls, check on the kitchens and randomly check a couple of rooms. I would make a point of learning everyone’s name so I could address them when doing my rounds.
The greeting I received was always very humble. They would simply stand, smile, bow their heads slightly and place their right hand across their chest as if to touch their heart. It amused me that even the ex-pats in time would adopt the same greeting.
Some of my management team took a dim view of my familiar approach and mistook my quietly spoken manner for weakness. Normally I would be able to win them round without any difficult when they would see how the working environment improved along with the quality of the service.
As with most large teams there will always be the exception to the rule and my challenge came in the form of Miss Jessica who managed the Club lounge on the 28 th floor. Miss Jessica was a very attractive Chinese Malaysian lady in her late twenties but had a rather aloof manner; she seemed to walk around with a rather stern expression which would break momentarily into a smile when she addressed clients directly. This made the girls who worked in the lounge uneasy around her and soured the atmosphere.
Although it would have been easy to simple dismiss Jessica or move her into another position this was not my style. Don’t get me wrong there have been many cases where I have had to move people out but with Jessica I had the feeling that the situation could be addressed with a little guidance.
As I approached the lounge today I heard raised voices so I paused to listen at the door before entering.
Jessica was in full flow. “You stupid! stupid! girl get that mess cleaned up now!”
I had heard enough. I quietly cleared my throat to announce my present and Jessica spun round and gave the most welcoming smile. The poor young waitress she was berating looked close to tears.
“Everything okay ladies?”
“Yes, thank you sir,” Jessica replied as she blocked the waitress from my view.
Inwardly I was fizzing. For one thing no member of my team should ever be called stupid and secondly I could have been a client witnessing that outburst. Jessica needed to be taught a lesson.
I returned to my office and called Catherine. Catherine Jenkins was head of human resources and I wanted her present when I reprimanded Jessica. There are some conversations where it is best to have a witness. Catherine is one of my most trusted colleagues and has been nothing but helpful since took on this role. Catherine has worked in the hotel business for years mainly in Europe. Catherine is a glamorous English lady in her mid forties and had the look of a leading lady from a Hitchcock film.
I sent a message to summons Jessica at ten o’clock.
As she was shown into my office she looked like a rabbit caught in headlights. Having Catherine in the room added to the tension.
“You wanted to see me sir?”
“Yes, sit down please.” I was going to keep this meeting formal.
“How long have you worked in this hotel?”
“It will be five years in November Sir.”
“Do you know why I have asked you here?”
Jessica looked flustered and started to babble. “Was it because of this morning? I am so sorry, she should have known better than to make such a mess of the breakfast display I shall tell her off most severely.”
I needed to try a different tact. “Do you enjoy working here Jessica?”
Jessica went white as a sheet and replied with a, “yes sir?”
“And If I was to ask you colleagues if they enjoy working with you?”
“I think they would say yes Sir?”
One of the benefits of never shouting or showing visible signs of anger is that a slight raise of the voice has great impact. This was such a time.
“Are you sure? Even when you publically berate them and call them stupid?”
I could see the colour drain from her cheeks and she fell silent.
Eventually Jessica sniffed and started to talk. “Sir,” then looking towards Catherine, “Madam, I am so ashamed. I have let you down and I have let myself down. I shall tender my resignation immediately and...”
I raised my hand to stop her. “That will not be necessary, we will go and apologise to that poor girl you shouted at and you will take this as a final warning. A note will be entered into your personnel record and Miss Jenkins shall issue a formal reprimand.”
A tear formed on Jessica’s cheek, “Please sir, should be punished.”
I wasn’t quite sure what she was getting at; I thought an official reprimand was punishment enough.