Effective Leaders all want to build a more positive and productive workplace culture where Winning Teammates can thrive.

TEAM LEADERS ARE RESPONSIBLE FOR RESULTS AND RETENTION

So Improving retention rates will ALWAYS be a priority…

But what can you learn about that from a Chef?

On a recent trip to San Diego to deliver a conference leadership keynote I was reminded of how important leaders are in building a culture where their people feel valued and respected.

The story actually begins back in 2016 – when I enjoyed a remarkable breakfast experience having conversations with a few employees at the San Diego Marriott Marquis. In town for a speaking event, I had decided to have breakfast at the hotel restaurant.

My encounter began with Phyllis…

She ensured I was comfortably seated and expressed genuine interest in my well-being. After learning she had been employed there for over 12 years, I asked what kept her at Marriott.

She replied, “I love working in a beautiful place, but mostly I love working with people that I adore.“

As I approached the breakfast buffet, I was greeted by Philip, an omelet chef with 26 years of service. His genuine smile and commitment to customer service stood out. When asked what kept him at Marriott for over two decades, Philip attributed it to the respect instilled by the interviewer during his initial job interview.

He said supervisors were always actively seeking and valuing employee input.

Returning to my table, I encountered Abe, my waiter.

Although Phyllis initially took my order, Abe, with 28 years of experience, demonstrated a similar dedication. He emphasized the caring atmosphere at Marriott, highlighting the trust and flexibility given to employees.

These three individuals—Phyllis, Philip, and Abe—left a lasting impression.

Beyond the delicious buffet, their outstanding service and positive demeanor defined the quality of my stay. They worked as a team, covering for each other and embodying the spirit of What Winning Teammates DO Differently.

Those conversations occurred years ago, though…

So when I visited the SAME HOTEL LOCATION just a few weeks ago prior to speaking at another association conference, I was curious to discover how much different the experience would be.

Imagine how pleased I was to meet Ricky when I went downstairs for breakfast…

Ricky greeted me with a pleasant warm smile as I approached him to share my omelet order, and I soon learned that he is a native of San Diego who had worked a few other places as a chef.

“So how do you like it here at the Marriott?” I asked him.

“I love it here!”

“Really?”

“Yes sir – I’ve been in San Diego for 14 years.  Been a cook a lot of places.  This is the best.”

Of course, I asked him why…

“The managers listen.  They are willing to help us when we need it.  They say thank you.  At my last job, even when you worked a double you didn’t feel appreciated.”

I never met Ricky’s manager.

But Ricky’s behavior demonstrated the tremendous positive impact that an effective leader had.

Effective leaders build exceptional workplace cultures and understand the impact that morale and engagement can have on team performance… and client experiences.

Ricky’s impact extended beyond my visit –

I heard him in conversation with other guests after me…

And I’m confident that his smile, enthusiasm, and commitment to service were shared with many others.

Marriott’s success, evident in its trusting and respectful approach to employees, aligns with the belief that happy and engaged staff members translate to satisfied customers.

So what is the “Improving Retention” take-away for YOU AND YOUR TEAM?

If you want to delight your clients and guests with memorable positive experiences, you need your team members to feel valued and trusted and respected.

When team members and happy, they are more likely to make customers happy.

If you want to have happy and engaged employees, you need to focus on the Loyalty Anchors that will retain and attract quality talent to your organization.

Ricky didn’t mention pay as the reason he likes working at Marriott.

He wanted praise, purpose, progress, and to be around good people.

And Effective Leaders are aware of how important it is to listen:

They ask how their team is doing.

They ask what could be better.

They ask how they can be helpful.

Trust and respect transform employees into owners, fostering a culture of great teamwork.

Workplace culture is always evidence of your leadership.

The responsibility to instill this culture lies at the top, and those leader behaviors and interactions ultimately become evident in the attitudes and actions of front-line staff.

If you want to improve your awareness of how you are leading and the impact you are having on your people, consider the benefit of a daily leadership reflection journal…

If your organization aspires to cultivate winning teammates and a culture of service and teamwork, I am available as a teamwork speaker to tailor a message that aligns with your needs and emphasizes the importance of trust, respect, and teamwork.

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Sean Glaze is an author and leadership expert who has worked with clients like Cisco, John Deere, Coca-Cola, and Emory University to increase collaboration, boost productivity, and build exceptional workplace cultures.

As a successful basketball coach and educator for over 20 years, Sean gained valuable insights into leading winning teams – and now he travels around the country to share those lessons…

Sean’s engaging conference keynotes and interactive team building events help accelerate the growth of more effective leaders.

And Sean’s books, Rapid Teamwork, The 10 Commandments of Winning Teammates, and Staying Coachable are entertaining parables with powerful take-aways to improve team performance and leadership!