Reference no: EM133889895

Question

The three roles that I feel are most important in creating a positive guest experience are conflict management, effective communication, and servant leadership.

Conflict management is important no matter how well planned out something might be there is always a chance of it going wrong. How well you can resolve conflicts can often help to determine how successful your business can be. For example, the Ritz Carlton empowers all of its employees with the ability to make things right in the moment to help save their customers. The hotel feels that the amount of money that the employee will use to save the customer far out ways the potential loss of income that the hotel would loose if they lost the customer.

Effective communication is essential in any workplace. Some of the most common communication issues are delayed communication, miscommunication, missed messages, or not having the correct tools to communicate with other staff when away from your desk. An example for miscommunication is how someone might read your non-verbal cues along with your verbal statements. For example, when dealing with an employee that may be late for work because their car broke down. But when they show up for work, they are moving extremely slow, not making eye contact with you, and avoiding any conversation around the car issue. As any employer would you believe that this employee was late due to car issues based off of their non-verbal cues?

Servant leadership is important because the leader's main focus is on the growth and well-being of his or her team members. A business can only be as good as the members that work for it. Looking back at the interview with Craig Poole and how he built such a successful business based off of the Servant leadership style. He not only built up the employees by giving many of them second chances, hot meals, and even clothing, but it also built up community around the hotel allowing them to take pride in the neighborhood around them.