Mind Games


I took some time off this afternoon to watch my alma mater play in a “big game”. Unfortunately, they were drubbed from beginning to end.

One of the biggest things to overcome in any quest, whether on the field or in business, is a major setback. As hoteliers, we are faced with this challenge almost daily. The plays are executed as interactions with our guests and game performance might be measured in days, weeks or months. In any case, when you have a bust, it’s imperative not to dwell on it.

Like college football, we have a fair amount of young players. The more youth, the more inexperience and hence the likelihood to reflect too much on the “loss”, i.e., guest complaint, bad month, etc. And, worse, there’s a propensity to assign blame. As a leader, it’s your job to get the team to learn from mistakes and then move on…quickly.

Analysis and quick correction make us better. Worrying about who’s at fault and belaboring why it happened won’t get you anywhere.

Now, it’s time to get back to work.