We shuttle guests anywhere and pick them up. Handling everyday requests as though my job and the future of the hotel depended on it. As we walked down the hall, I saw the real measure of Weber. As we were talking, he saw a room-service plate left outside a room. Without hesitation, he picked the plate off the floor.
Real leaders are willing to do any job they supervise.
On that hallway walk, Weber was general manager and general clean-up. It was nice to see. I asked him for a philosophy on management as it relates to customer service. I empower people to make decisions like I would. When they face any situation with a guest, I tell them to imagine what I would do in the same situation, and do that.