Byron's Babbles

Like a concierge who helps guests navigate their stay and make the most of their experience, leaders often assist their team members in navigating challenges, achieving goals, and maximizing their potential. In the learning module for my University of Oxford Saïd Business School course this week I heard from Richard Macklin, Global Vice Chair of Dentons (the world’s largest law firm), that he compares leaders as coaches to hotel concierges in the sense that both roles involve providing guidance, assistance, and support to those they serve. As a leader, we can act more like a concierge by being attentive to our team’s needs and actively supporting them in an active coaching role in achieving their goals. Here are some ways to do so:

1. Actively listening: Just like a concierge anticipates guests’ needs by listening, as a leader, you can proactively identify the needs of your team members. This could involve regularly checking in with them, listening to their concerns, and addressing any challenges they may be facing.

2. Fostering a learning organization: A concierge strives to create a welcoming and enjoyable experience for guests. Similarly, as a leader, you can foster a positive work environment by encouraging open communication, promoting teamwork, recognizing achievements, and creating a culture of trust and respect.

3. Trusted advisor: A concierge listens to understand. A key aspect of being a concierge is being readily available to assist guests. As a leader, you can adopt a similar approach by being accessible to your team members. Encourage an open-door policy, actively listen to their concerns, and be approachable for guidance or advice.

4. Personalize support: Just as a concierge tailors their services to meet individual guest preferences, you can personalize your support for each team member. Take the time to understand their strengths, weaknesses, and goals, and provide tailored guidance and feedback to help them grow and excel in their roles.

5. Develop a teaming ethos: Similar to a concierge providing information or recommendations, you can provide your team with the necessary resources, tools, and support they need to perform their tasks effectively. This could include training programs, mentorship opportunities, or access to relevant information or technology. This also includes diversity and inclusion including cognitive diversity.

After hearing this I want to adopt more concierge-like qualities to hopefully enhance my leadership skills and create a supportive and empowering environment for those I serve. How about you? You want to become a leadership concierge?