One great example of Mr. Sharp created a great work culture was by “treating employees the way we expect them to treat our customers.” As he put it, “we are only what we do, not what we say we are.” By putting the expendable personal first, he completely changed the prevalent style of management which was that employees had to driven by either a carrot (goal) or a stick (fear). This new way of thinking is a leading example as to why the Four Seasons is known for their world-class customer service, by caring for their internal customers to allow them to care about their external customers.
Another way that shows how much Mr. Sharp cares about his employees is evident during the recession in...
... middle of paper ...
...y industry, I feel reading this book has been a great help in terms of teaching me lessons that I will try and pass on as I begin working later in life. Valuable lessons like treating the employee like you want them to treat your customers is great advice that can be forgotten sometimes in the industry. You can never forget that your employees are an embodiment of yourself, and if you treat them bad that will lead to them treating your customers badly, which in turn gives your customers a bad impression of yourself despite never truly meeting you. In the hospitality industry even more so than other industries it is crucial that you maintain a great customer experience, and that begins with how you treat your customers. Taking this message to heart and truly embodying it on a daily basis in my future will help me be a great manager in the hospitality business industry.
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