SPECIAL REPORT
LEADING THROUGH
CHANGE
Hotel managers wear many hats : coach , mentor , marketer , cultural guru , strategic thinker and more . As teams gear up to welcome guests back , navigating what could be a bumpy , prolonged process demands some different priorities . “ The leadership role is incredibly important now ,” says Robyn Pratt , a Malta-based hospitality consultant . Pratt , who also was brought on as acting general manager at The Phoenicia Malta , has seen firsthand how the pandemic has altered priorities for managers . She has found these traits most valuable during this uncertain time :
Empathy . Reactions to the pandemic have varied widely , from fear to skepticism , and managers can ’ t expect all employees to be on the same page . Team members are likely to fret over not just the risks they are taking each day at work but also reduced paychecks , unpaid bills and what the future holds . “ People just need an ear to listen to them , someone to appreciate that they are going through a hard time ,” Pratt says . Transparency . “ We ’ ve always talked about trust and transparency ; now they are even more important ,” Pratt notes . Honest answers to questions , even if that means admitting “ we don ’ t know ,” and shared updates about the property ’ s performance and outlook can cultivate a sense of teamwork . These days , there is no such thing as overcommunication , she adds . Adaptability . With lean staffs likely to remain the norm indefinitely , managers will need to continue to step in when key employees are absent . A willingness to work the front desk , pitch in on maintenance jobs , even clean rooms in some cases , demonstrates an “ we ’ re all in this together ” attitude . As well , an open mind toward staff requests — to work from home , change hours , switch to jobs that don ’ t involve direct guest contact — doesn ’ t cost anything , but it can earn goodwill and loyalty . Safety . Guests aren ’ t the only ones who need to feel safe . “ As leaders , we have to understand and help people who are afraid to feel less so ,” Pratt says . That means making adequate PPE available , ensuring social distancing at meetings , providing hand sanitizers and following current guidelines from health authorities . Gratitude . Showing gratitude toward staff can be challenging during a time when bonuses and raises are off the table , but low-cost alternatives like a comp dinner or night in the hotel might be especially meaningful to workers who have seen their paychecks shrink . Managers themselves can cultivate an attitude of gratitude , focusing first on any positives , however minor , and channeling the positive energy that results into dealing with problems .
22 hotelsmag . com January / February 2021