What do YOU think? I’m listening

There are moments in your career you never forget. For me, they include Marriott International CEO Arne Sorenson, inspiring his leaders to be as transparent as possible at the start of the COVID-19 pandemic and more recently Arne prompting me to embark on a worldwide, virtual ‘listening tour.’

It’s an inclusive decision-making approach that goes way back in our organization. In fact, Bill Marriott credits President Dwight D. Eisenhower for first exposing him to this leadership mindset back in the 1950s. Friendly with the Marriotts, the commander in chief was visiting their home when the time came to make an informal decision for the group. Eisenhower turned to Mr. Marriott, then a junior officer in the U.S. Navy, and asked, “What do YOU think?”

Mr. Marriott has gone so far as to declare that single sentence the four most important words in the English language.

Over the years, I’ve had more than 20 roles at Marriott International spanning more than three decades. So, too, have many others, especially in the General Manager (GM) ranks. Serving as a GM (I’m a proud 5X alumnus) is widely considered one of the most instructive jobs in the hospitality industry when it comes to learning by doing. We’re an on-property tribe of sorts.

I think it’s fair to say none of us has seen or ever even envisioned a year like 2020. But the essence of Arne and Mr. Marriott’s sage advice – you can’t spot what you don’t look, listen and ask for – is more relevant than ever.

As the year comes to a close and I humbly get set for a new role as head of Marriott’s International Division, I’m finding myself reflecting on the value of listening and defaulting to the same routine I’ve employed before almost every new position throughout my career.

For starters, I’m rereading “The First 90 Days,” which I highly recommend for anyone taking on a new challenge at work.

I’ve also conducted one-on-one conversations with more than 70 colleagues and surveyed 600+ associates across disciplines worldwide who graciously took the time to provide their best thinking and insights.

I stole Ike’s line and simply opened by asking them, “What do YOU think?”

The signal within the noise is clear: While it varies by market, we’ve got some rebuilding to do and we’re ready.

As our fearless Chairman and CEO have articulated internally, while we may bend, we’ll never break. We’re here to stay.  

Whatever personal or professional role you may find yourself in – or looking for – at this unique time, I think we all appreciate that readiness is not a given, rebuilding requires resilience (which can be especially challenging in times of uncertainty) and staying power is hard-earned. 

At the core is deciphering where you want to go, understanding why and accepting what you can and cannot control one day at a time, beginning with the first 90. 

As “First 90 Days” author, Michael D. Watkins, cautions, “Transitions are a critical time.” Others, like Andy Grove have wisely espoused, “Get in shape for change.”

Note to myself and anyone else deeply appreciative of the changes, complexities and challenges of 2020 and the ensuing global opportunities ahead in 2021: Keep listening and learning, starting with four simple words and the first 90 days.