This YouTube excerpt (speaker Sam) offers practical leadership advice for frontline managers, linking hospitality principles to business: leaders should be intentional because a manager's attitude is infectious, and they should adopt a charitable assumption (assume good intent) to model positive interactions with team members, stakeholders, and clients.
This is what he looks for in hiring managers. And as, like, a frontline manager, I think it's. There are some qualities that I try to emulate in the way that I lead my team. So the first is infectious attitude. And I was chatting about this, this whole thing with one of my reps last week, and his point, which I think is really well put, is managers. A manager's attitude is infectious, whether it's positive or not, right? Whether it's bringing the team up or whether it's that, like, misery loves company, everyone's kind of down, no one's hitting their number kind of thing. So I think recognizing as a leader that, like, no matter how I act, it's going to impact the energy of the team. So I need to be intentional about the way that I approach all the interactions that I have with the people that I work with. The second one is managers should have a charitable assumption, right? They should assume good intent when they have interactions with people. I think that goes a long way. And again, also kind of models for the team how to interact with other departments or sort of internal stakeholders and also, obviously, clients.
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