Attitude
One hospitality manager used novelist Ernest Hemingway’s phrase “grace under
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pressure” to describe the kind of attitude a successful leader needs. Grace under
pressure means remaining calm and keeping your head no matter what – whether
you’re facing an irate employee, an intoxicated and surly guest, or a fire; or making
unpleasant decisions such as layoffs or termination. Grace under pressure also
means sticking to your decisions and not caving in to pressure.
Like ethics, attitude starts at the top of an organization and filters down through
the ranks. Managers with a good attitude toward their properties and guests will
influence employee attitudes. And so will managers with a poor attitude.
This section will discuss what kinds of things make up your attitude and how it
affects employees and, ultimately, the success of your property.
What is attitude?
Attitude isn’t just how you feel, but the image you project to others in the way you
walk, talk, use body language, dress, and handle interactions with others. Your
attitude also determines whether you stay aware of what’s going on in the industry.
“Leaders with good attitudes have active minds,” said one industry manager.
“They’re open to new ideas. They’re always curious, always reading. They
participate in association activities, attend seminars, take courses, keep up with
legislation, and listen to the ideas of others.” In short, everything about you that
says, “I care about my job” goes to make up your good attitude.
Sometimes it’s a challenge to maintain a good attitude. “There’s a lot of pressure in
this business from your employees, your boss, your guests,” says one long-time
manager. “Staying positive is one of the biggest challenges there is, and they don’t
teach you how to handle it in school. You either have the stamina to cope with it
cheerfully or you don’t
Attitude is contagious.
Most people respond positively to leaders with a positive attitude. That is, a good
attitude is contagious. Remember that at the beginning of this handbook, you
made some notes about a leader you’ve known and admired. Whether this leader
knew it or not, his or her attitude was being conveyed to you.
You probably watch other managers at your property and make mental notes
about what you like and don’t like. Have you ever thought that perhaps others
were watching you in the same way?
Attitude affects employee performance.
Your attitude – especially your attitude toward employees – can become a selffulfilling
prophecy. That is, you get what you project in attitude. If your attitude
is that your employees don’t know much, they’ll act that way if only out of spite. If
your attitude is that you've hired the best people possible, you’ll get the best
possible results from them.
Attitude has another pleasant – or nasty – way of coming back to you. Employees
will tend to treat guests the same way you treat employees. If your attitude toward
employees is positive, employees will have a positive attitude with guests. If your
attitude is negative, you’ll get guest complaints about poor service.
You Know You Have a Good Attitude When . . .
Hospitality managers noted additional traits of leaders with good attitudes.
You know you have a good attitude when:
• You are committed to excellence
• You express a willingness to continue learning
• You’re flexible and open to new ideas and change
• You persevere
• You accept criticism
• You can lose gracefully
• You can work well independently or on a team
• You have fun at work – and it’s fun working for you
• You’re energetic
• Others feel comfortable and welcome around you
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