Hope life has been treating you well ka. I couldn't believe how busy I can be kaaa! หาทำทั้งนั้น 5555!
Anyway, last night I went back to watch my favorite program, 'How Leaders Lead by David Novak'. I did listen to the podcast (episode#273) where he interviewed Tony Capuano, President and CEO of Marriot International. I liked it so much I watched it from YouTube to jot down what I wanted to share.
Here are what I'd like ka:
1. Leadership is to 'walk the talk'. Tony Capuano got to learn from Mr. Marriot (second gen) when they both visited a Marriot hotel in Hawaii.
Mr. Marriot went into the kitchen to find a young guy washing dishes with the rinse sprayer that didn't function properly. Mr. Marriot told the guy he himself went through washing many dishes before and he knew the tool had to be fixed.
Long story short, he asked his team to go back to the hotel even when they all were about to fly to another city. He went to the kitchen with Tony to try the sprayer. When he saw that it worked, he left. Tony said it was the story he'd never forget as it showed Mr. Marriot's humility, sincerity, and commitment.
2. Tony Capuano has 3 'keys to lead':
2.1 Be naturally intellectually curious -- I've listened to quite a few leaders mention the word, 'curious'.....this CEO adds 'naturally' that means it must come from the inner curiosity of the person loei ka. He's been learning about AI through reading, listening to thought leaders, and visits to sites like Silicon Valley.....this is for him to always aspire to get better. He also stresses the importance of learning across sectors and industries to expand horizons.
2.2 Be an engaged listener -- he doesn't 'take people with him'. Rather, he asks 'people to take him with them' so he learns from the subject matter experts from doorman and concierge to food and beverage associates (all the team members are called 'associates').
2.3 Be humble -- when watching him from YouTube, it amazed me how humble one could be, especially as President and CEO of one of the world’s largest hotel chains, operating about 10,00 properties worldwide.
3. Little stories he shared show empowerment and best services in associates' DNA, holding up the Marriot's core values (Putting People First, Pursuing Excellence, Embracing Change, Acting with Integrity, and Serving Our World).
One was about an associate who walked for miles during heavy snowy days to pick up needed medication for a hotel guest.
Another was about special arrangements given to a girl who survived cancer with an amputated leg. Her family wanted a celebration in New York and called the hotel up to see how to manage what the girl wished to see/do. They were very surprised when they reached the hotel....welcoming them with red carpets, arranging Broadway show tickets and a car to bring them to places as planned.
Yes....money speaks loudly but service minds and hearts go much further!
Any thoughts from this message mai ka?
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