Putting people first has always been the basis of our success. We believe that if we take care of our employees, they will take care of our customers and the business will take care of itself. Even after the 9/11 terrorist attacks in New York, where we went from an occupancy rate of 75 to 5% overnight – where our hotels were empty of guests but full of staff – putting people first was the our priority. Instead of suffering massive layoffs, we implemented education programs, maintained health benefits, and did everything we could to get through the crisis with minimal negative impact on our people.
In a business like ours, and I believe in any other sector, we simply cannot be successful unless people are truly committed and happy in their work. It is our commitment to create an environment where the unique contributions of our people are valued. I believe the fact that Marriott is consistently considered an employer of choice is the result of these efforts.
Promoting a “people first” culture starts with leadership. Leaders must model the way. They must act, interact and engage with the people they lead in a way that makes people feel seen, heard and valued.
In The Mind of the Leader, Rasmus Hougaard and Jacqueline Carter provide a clear path to creating “people first” organizations. It requires leaders to be human first: to be mindful, selfless and compassionate, and in doing so, develop the qualities that enable engagement, fulfillment and meaning – which leads to greater business success.
If we, as leaders, are attentive, we will know better what really matters to our people. We are more present, attentive and curious. It's not always easy, but I know the difference between being present with my people and when I'm not. I only have an impact when I am.
If we, as leaders, are selfless, taking into account the bigger picture rather than our own selfish needs, we will model cultures of growth and learning. Bill Marriott, our executive chairman, even now in his eighties, always has his ear open. He is always seeking the perspective of others rather than blindly following his own beliefs and ideas.
If we, as leaders, are compassionate, our people will know we are protected. As this book clearly describes, compassion is not soft and sentimental. It is concrete and practical. It's about doing the right thing, like putting a doctor on staff during the Depression. Again, if we truly care about our employees, they will truly care for our customers and the business will truly care for itself.
In many ways, the principles in this book run counter to the number of businesses run. It inspires me and provides insights to further evolve our culture and put people first. And I believe that all leaders and other organizations will benefit greatly from its messages.
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