Another article for me with CNBC’s Leadership blog!
My first career, prior to being a Professional Organizer and then Productivity Consultant and Coach, was in the hospitality industry in 4 and 5 star hotels. As a fledgling Front Office Manager I quickly learned the value of organized systems. When my desk clerks, concierge, bell staff, phone and reservations teams knew exactly “what to do and how to do it” they could focus on the Customer Experience. The rote parts of their job were on autopilot. They were empowered to SERVE the guest. And what’s so fascinating about that – this was the precise reason they wanted to be in the hotel business in the first place – because they got pleasure from offering a first-class guest experience. Mistakes and errors were minimized. And our guests noticed. The #1 Zagat rating for customer service proved that out.
So what is that secret sauce? It is providing a work environment that supports the team to do the job they’ve been hired to do. As their leader it was my job to advocate to ensure there was enough staff, great systems and processes, and super support. After that, the rest was cake!
Fast forward a few decades… productivity isn’t just about calendars and task apps. A good leader builds strong and solid foundations. A good leader empowers their team with information and support so they can deliver on the value proposition and brand promise. A good leader ensures that systems are in place. And when systems are in place…then simply…. the team is productive.