The hotel industry is, no doubt, a scenario where interpersonal relations play a decisive role in meeting the company goals. We are aware that the differential value of the hotel product and its related services does not fall on it, but on the way they are offered by the hotel workers to the clients.
This means that the performance of the hotel worker will influence the interpretation and subsequent generation of value the client will make of the hotel products and related services. It is well known that there is a highly contributing factor to the end performance or behavior of the hotel workers before the clients, and I refer to the level of relations he/she stablishes with his/her leader. It has been proven that a high percentage of workers who decide to quit their Jobs, do it because of the dysfunctional relations they have with the leaders.
This allows us to say that one of the greatest challenges a leader has to face in a hotel business is to manage an appropriate relation with the workers, so as to make them wish to perform the tasks necessary to meet the goals proposed.
Neuro-leadership is, therefore, a valuable tool that provides leaders with important information vectors, taken from Applied Neurosciences, which allow them to:
1-Understand that a leader is, above all, a source for generating sensory stimuli in his/her team mates.
2- Understand that these stimuli will be assessed by them, thus generating two types of specific responses: acceptance or rejection.
3- Understand that such response will depend on their mental construct or scheme, which is unique and different for each of them.
4- Understand that this mental construct is conditioned by the previous experiences each worker has ever lived.
5- Understand that each member has a system to represent their reality, which does not necessarily coincide with the leader’s, and that this will determine the level of communication and, therefore, the relation between them both.
6- Understand that behind the behavior of the team members there lies a positive intention or a secondary gain.
7- Understand that the brain circuits involved in motivation and reward are the same.
8- Understand that the expected behaviors are easily manifested in emotionally appropriate environments.
9- Understand that they are not only workers but, above all, human beings who go to the Company to work.
10- Understand that they have goals in their lives which must match with those of the Company in order to get committed to the latter.
The transformation of a leader into a neuro-leader is achieved when he/she is capable of understanding that his/her role is to guide a whole of body-brain-mind units (workers), interacting in a specific environment (company) to meet certain goals which, in turn, must be presented as sensory stimuli that call their attention and inspire them to meet such goals and, consequently, be the inspiration to meet their personal ones.
On the other hand, the level or degree of relation the neuro-leader stablishes with his/her workers has an individual character, because the leader must know the personality, character and nature of every one of them in order to set the type of leadership that is more appropriate to each.
Neuro-leadership represents, no doubt, an advantage to every leader for it helps them to establish systems of relationships with the workers that are valid, lasting and transparent, thus paving the way to the fulfillment of the Company goals in an easier and more sustainable way, and lastly, opening the doors to success.
Lic. Osvaldo Torres Cruz