"Ini mini miney moe, which business idea will grow?
THIS is not a new nursery rhyme! Sorry to disappoint you!
This was one of my 3 assigned topics last Sunday, at Burgos Gym of Saint Louis University.
I was one of several invited speakers, and I was also tasked to speak about "Spotting And Seizing Business Opportunities", and "Finding The Right Business For The Right Market" to a gym full of about 3,000 to 4,000 students from the College of Accountancy and Commerce.
Lately, I have noticed that I am being invited to talk on topics that are getting to be more challenging each time! Meaning, I am forced to maximize the use of my brain cells and draw from years of experience (referring to "wisdom" gained from learning from one's own errors and that of others)
In the afternoon of the same day, I was asked to share about "Employee-Employer Relationship in Customer Service in the Hospitality Industry.
In the second talk, I had the privilege to speak to over 250 members of the L.I.G.H.T. organization of the SLU Department of Hotel, Resort, and Restaurant Management.
Who would have guessed what that acronym stood for! It meant, "Louisians Imbibed with a Genuine spirit for Hospitality Transformation.”
"L.I.G.H.T."! What a beautiful acronym! Immediately, Psalm 119:105 came to mind, "Thy word is a lamp unto my feet, and a Light unto my path."
Anyway, I felt "more at ease" and "more at home" with the latter group. Why?
The seminar was held at Hotel Veniz, my second home!
The venue was perfect for the sharing of ideas and for the open forum that followed the talk. Everyone seemed eager to listen and a number asked thought-provoking questions!
It was good to see enthusiastic faces of young people attending the seminar, preparing themselves to join the hospitality industry.
I talked on the role of employers and of employees. Yes, everyone, in any organization, has their respective responsibilities to deliver a delightful experience to each guest.
What "burden" must an employer carry?
For me, he must disseminate or cascade the company's vision or purpose. He must also provide leadership, not just managerial capabilities! And if he believes in servant leadership, he must bear the corresponding sacrifices that servanthood entails. As an employer it is his task to provide a conducive Atmosphere for work, one that should be done productively and with enthusiasm, especially in the hospitality industry.
And knowing that customer service requires the concerted efforts of everyone, Teamwork should be encouraged, and its necessity understood by all.
What traits should the employee exhibit? I believe that these are the values that each person should have, namely:
1. Customer-Driven
2. "Malasakit" - Sense of Ownership
3. Integrity
4. Teamwork
5. Excellence
6. Dedication and Commitment
7. Initiative
8. Perseverance
9. Productivity
10. Professionalism
The smart employer would do well to note that said traits would best be brought out from the employees if he displays and leads by good example.
And each of the 10 traits listed above have bible phrases that confirm how important each trait is. Picking one out, for Integrity, we have: Leviticus 19:11, which says, "You shall not steal, neither deal falsely, neither lie one to another."
My Dearest Employers and Employees,
I am blessed to have been exposed to some good people practices of McDonald's. While many practices of McDonald's International are useful and applicable to most employee-employer relationships worldwide, a few practices need to be adapted to the culture and practices of the individual countries, to suit their local environment and racial sentiments.
Years ago, I had some challenging, but wisdom- enhancing experiences dealing with people handling policies that were more applicable to the first-world, western culture, than they were to ours.
In time, with the realization and acceptance that each country has its peculiarities, policies have been loosened up, and variations in people practices are now better tolerated.
Even with the wealth of knowledge and the availability of consultants to help improve employer-employee relationships, some rough edges, misunderstandings, and inability to see eye to eye, can and do happen in many, and most organizations.
Thus, the words of the late Brother Paul Aguas, founder of the Sacred Heart Community, and my former mentor and spiritual adviser, truly are helpful at work, at home, and anywhere.
I share with you his words, "See the good. Assume the best. Be ready to excuse."
May we constantly strive to understand one another and be more tolerant of each other's faults and shortcomings.
May we always remember that trust and confidence in each other can blossom only if we believe and apply the wisdom of the saying that, "People do not care what you know, until they know that you care."