Being invisible doesn't mean not invaluable
I recall the time…and it was in those earlier days during my career in hospitality, where as the Front Office Manager at the Ramada Renaissance Hotel in Colombo, I had to briefly present to my Rooms Division Manager, a summary of my staffs’ annual appraisals – especially of those whom I had graded as ‘Excellent’.
Mark’s appraisal was one appraisal that after careful reviewing scored as excellent, and I remember my RDM raising his eyebrows and remark with a quizzical look on his face “He doesn’t talk much, does he?” I said “Not really…but I wish I had a few more like Mark on the team”.
To be honest, at the time we hired him as a front desk receptionist, I wasn’t overly impressed with his conversational ability either. Yes, he spoke fluently, albeit a bit less, which I thought was a sign of nerves. But what came across clearly, were his calm composure and his eyes that looked very intense…and of course his effervescent smile which kind of lit up his face.
During his first year at work Mark was one of those guys who flew under the radar. Not because he wished to shy away from taking on extra work but because he wanted to first listen and learn. In fact, in his first six months, he hardly spoke at the daily briefings or regular meetings until he had learned the ropes thoroughly.
Because he didn’t stand out or draw attention to him, Mark with his unassuming demeanor appeared near invisible to staff outside of the front desk. Many considered him a ‘quiet’ performer. That he was, and yet, those who worked alongside him knew that he consistently did his job in an exemplary manner, worked always well with team members and never sought personal glory or credit for going that extra mile.
I’ve encountered employees who, no matter how talented they were created unnecessary headaches. All of us have encountered such persons; the types who think they are invaluable, who cause drama and create sandstorms. In the process, they add a whole lot of stress. Stress isn’t always bad. A small dose can help keep one focused, energetic and to stay alert to prevent costly mistakes or accidents. But there are those who can make the job of a manager a never-ending emotional roller coaster ride.
Mark didn't cause any headaches; Infact he had this knack of anticipating them and the ability to read a situation. He diffused situations before they became problems. To his colleagues at the front desk he was to ‘go to’ person – whether it was to placate a guest who was annoyed or upset or sort out inter-department battles of miscommunication or failings. He had this uncanny knack to anticipate and eliminate headaches.
For me, he was an employee who reduced ‘stress’ in the workplace and that’s a key attribute I value highly when evaluating my staff. Over time I discovered that people like Mark are smart, they’re driven and continuous learners… a sure – fire formula for success.
Shafeek Wahab - Editor, Hospitality Sri Lanka, Consultant, Trainer, ex-Hotelier
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