A Tale of Two GMs: How Leadership Makes the Difference
By Joyce Gioia CEO, Employer of Choice International, Inc. | April 26, 2010
While this story happens to be about a hotel in a developing nation, the story is seen in many hotels in many countries, even those in developed nations.
Last October, in my global travels, I traveled to a developing country to spread the word about the value of becoming certified as an Employer of Choice®. Though my sponsors wanted me to stay in a local, well-respected, three-star hotel, when I visited it to take a look, there were no Westerners, and I asked to see an alternative four-star property.
My Auspicious Arrival
The minute I set foot in the lobby of the other hotel, I felt a difference. Seeing the well-maintained marble floors and columns, the better furniture, the uniformed staff, and of course, the presence of Westerners, all contributed to my feeling much more at home. Not only that, but as we were in the check-in process, we were approached by the GM who welcomed me to his property and when I told him of the decision I had to make, he suggested that we talk in his office, which was right on of the main lobby.
I explained that I would be in the city for a week, and that I was the author of a bestselling business book. I immediately autographed a copy for him. In return for a lower room rate, I offered to be a mystery guest, providing a detailed written report of what was working and what could use some improvement. Since I travel so much, you can imagine that my perspectives are valuable.
A Beloved Leader