The Power of Positivity

As our industry gets set for the comeback of all comebacks, the power of positivity – seeing the glass half full and the promise of hospitality not just coming back but coming back better and stronger – will differentiate top performers, distinguish the best in the business, and usher in a new era in travel.

“We are not all in the same boat, we’re in the same storm.”

The proverbial “storm” of the pandemic continues to vary by market and while we?DON'T?always get to choose our “boat” (the resources at our disposal), we?DO?get to choose our mindset.

Here are three keys to channeling the power of positivity amidst business headwinds or tailwinds.

Breaking Down the Power of Positivity

#1) Add a Pronoun?

It’s well chronicled your direct manager has a huge influence on how you feel about your professional role.

Early in my career, as an Assistant Housekeeping Manager, I quickly figured out that reframing a very basic question can affect who shows up for work and the attitude they bring to the job.

Instead of asking?“Will you work tomorrow?” …?

Try asking?“Will you work for?me?tomorrow?”

Adding a simple pronoun to the question can yield two very different responses. Make sure your inclusion in the sentence is positively tipping the outcome.

#2) Tap into Sixth Sense

Hotels are like cities with human dynamics often spanning dozens of cultures and languages. Sometimes it takes a sixth sense to know when a few simple words of encouragement can make a surprisingly meaningful difference.

Here’s a real-life, quintessential example (excerpted from an email recently forwarded to me from the field):

“You have to read this note … It had me in tears. They asked me to do a walk-through (touring a hotel property). I was very busy with a sales tradeshow but when people ask you do to something like this, you make the time. I always try to greet and speak with all levels of associates during my walk throughs. I noticed how clean the hotel was and I congratulated the executive steward and said some nice words to him.” – J.W. Marriott GM, Christopher Calabrese

Think words don’t matter. Keep reading …?

“That was my wake-up call. Thank you for believing in me … Please accept my sincere apologies for even thinking about leaving my (professional) family and cheers for the success to come for our property and sister properties.” – The Ritz-Carlton Executive Steward, Hendrik Wernet

“You are staying right by my side. Lots of opportunity for you. Endless possibilities!” – Marriott International Area General Manager, Steven Redkoles

As we seek to attract people to careers in hospitality, examples like this demonstrate the importance of positive reinforcement in developing and retaining the very best talent.

#3) Strike Balance

While measuring results is mission-critical, keeping a truly balanced performance scorecard in work and life is a bit of an art form.

After all, nobody bats 1000 and the glass is not always full to the brim.

In our industry, well-executed, recoveries from customer service issues – the equivalent of a spilled water glass – can yield higher satisfaction scores than if there was no initial misstep.

Effective leadership sparks a similarly positive management dynamic. A balanced, holistic approach to providing constructive feedback can course-correct performance while building confidence, momentum, and loyalty.

Key Takeaway

Here’s the overarching thought I hope stops you in your tracks (it does for me):?

Who injects the power of positivity in my personal and professional life?

Even if the list is short, be grateful for those who add this invaluable element to your life experience.?

From there, ask the arguably even more important question:?

For whom do I provide positivity?

Here’s to adding more names to both lists and realizing the full potential of the power of positivity.