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Several years ago, when I was the general manager of an RV park, I experienced a situation that significantly influenced my approach to management and my perspective on teams.
A young couple came into my office with eyes reflecting kindness, but their faces revealed the weight and burden of life's challenges and past choices. The wife, pregnant and on the verge of motherhood, carried an air of defeat, while the husband carried the weight of being the protector and provider. The weariness in their faces suggested their anticipation of yet another rejection.
In my role overseeing the park, I made the decision to welcome them onto our team in the grounds and housekeeping departments, hoping the opportunity would serve as a fresh start for them. The added benefit of stable onsite housing immediately lifted the weight off their shoulders, evident in the relief that washed over their faces.
Witnessing their transformation was truly remarkable. Not only did I observe a visible change in their physical countenance, but I also witnessed their emotional and financial growth. They left behind their old struggles and embraced a more positive and fulfilling way of life for their growing family. Embracing this couple as part of my team made me realize the profound impact trust can have on personal and professional growth.
Overcoming Personal Challenges Through Connection:
A team is more than just colleagues; it's a family. Trust from ones leaders is fundamental to development. Sometimes, all that is needed is an opportunity and someone to believe in them. As I transitioned through various roles and responsibilities, I made a point to stay connected with them, following their life updates. Personally witnessing their sustained success over the years has been amazing. It reaffirms my belief that people are inherently good.
Within the "outdoor hospitality" industry, it's easy for many to become engrossed in the operational intricacies, the mechanics, the fine details. While I acknowledge that seamless and efficient operations are vital for any business, it's crucial to recognize that the industry's true essence lies in connecting with others. Whether fostering human connections, providing mental rejuvenation, or creating lasting memories, losing sight of this vital aspect diminishes the true essence of hospitality.
I tend to observe people, sit back in a crowd, think about individual stories, and pretending to pinpoint pivotal moments in their lives; seeking the unspoken chapters that define their unique life experiences.
My formal education was focused on human studies tailored towards mental and emotional health. I originally anticipated a professional trajectory rooted in psychology; however, my career took an unexpected turn towards outdoor hospitality. Now, I have come to realize and appreciate the interconnectedness between the two professions, recognizing that understanding people extends beyond the confines of a clinical setting and thrives just as expansively in the horizontal landscapes of outdoor hospitality.
Through managerial operations, I find genuine enjoyment in connecting with people, particularly within the realm of outdoor hospitality. Whether these people are guests in my park for a short time or coworkers collaborating with me for success, each interaction provides a continuous source of valuable insights, offering me opportunities for daily lessons about myself, others, and the broader spectrum of humanity.
Where do we begin to ensure every park guest's experience is a genuine human connection? It starts by fostering connections within our teams.
1. Fostering Team Connections for Lasting Impact
In empowering a team, a personal touch is key. Personal touch does not need to come in a literal form. It comes with the dedicated effort to understand and connect with your team. Strengthening personal interactions within the team not only builds trust but also sets an example for extending this approach to our guests. Leaders who understand their team members on a personal level are better equipped to address conflicts and find collaborative solutions. To achieve this, understanding and connecting with your team is paramount. As this connection filters down, it will significantly enhance all aspects of your park operations.
2. Building a Culture of Trust:
Cultivating personal connections contributes to a culture of trust within a team. Trust is the foundation for collaboration, creativity, and innovation. Listen to your team. Ideas and directions may not always align, but with a culture of validation, trust builds, and growth continues.
One of my most influential professional mentors ingrained in me the significance of involving a team and seeking their advice and feedback. His mantra, "I don't have all the answers, but together we can figure it out," became a guiding principle that I cherish. Reflecting on the impact it has had on my approach to management, I recognize the value this collaborative mindset brings.
This experience instilled in me a profound sense of worth, understanding that my mentor had confidence in my opinions, demonstrated through his active solicitation of them. This trust in my perspective translated into a newfound self-assurance, leading to more efficient daily operational decisions. As I establish my own management style, I continue to prioritize openness to input and the importance of collaboration, echoing the collaborative spirit that shaped my professional growth.
3. Recognition and Appreciation:
The energy and enthusiasm of an employee can be palpable upon entering any business. A happy staff member radiates positivity, while unhappiness or a sense of being unappreciated is equally perceptible.
An effective leader shares the business successes, ensuring that the staff feel acknowledged and valued. The morale and appreciation within a team will then create a connection that inevitably influences the guest experience.
4. Striking a Balance Between Professionalism and Empathy:
Navigating effective team management often sparks the idea that being professional implies steering clear of personal connections. Contrary to the misconception that these aspects should be mutually exclusive, finding a middle ground empowers leaders to be empathetic without compromising the professional environment. It’s all about finding that perfect blend – where leaders can bring empathy to the table without loosening the threads of professionalism. This approach allows accountability and empathy to coexist harmoniously, creating a workplace culture that values genuine connections and supports team members. Embracing this balance allows for a compassionate environment, promoting collaboration and mutual respect while keeping the professional tone intact.
Where do we begin to ensure every park guest experiences a genuine human connection? It starts by fostering connections within our teams.
The principles—fostering team connections, building a culture of trust, recognizing and appreciating contributions, and striking a balance between professionalism and empathy—stand as pillars supporting effective team management. They not only contribute to a positive work environment but also influence the overall guest experience.
Human connection is not just a managerial strategy but a philosophy that enriches both professional and personal dimensions. It is not only the heartbeat of a thriving team but also the essence of a truly hospitable experience.
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