Walk the Talk: Changing Organizational Culture

Is your leadership team driving positive organizational culture?

Diana Oreck, Vice President of the Ritz-Carlton Leadership Center, discusses the importance of driving organizational culture. While it starts with the senior leadership team, the goal is for culture to embrace employees at all levels and all roles throughout the organization. In this video, Diana shares how employees take their cues from leaders; therefore, steering organizational culture toward service, kindness and diversity rests in the hands of leaders -- even when they think no one is watching (because your employees and customers are ALWAYS watching!) Discover the value of modeling and taking responsibility for positive culture on a daily basis.
We went in to change the culture of a company here in the United States, and it was phenomenal because the president of that company, his attitude towards creating a culture that was diverse, that was kind to both employees and kind to customers, he absolutely drove the culture. There were some phenomenal, phenomenal metrics. There was like a 20% increase in owner satisfaction in that company, and the one leadership point that is absolutely key is that senior leadership cannot abdicate their responsibility in driving culture and the service strategy. If I'm a general manager in a hotel and I'm walking down the corridor and there's trash on the ground and I don't pick it up, we have two issues there. One, you, my guest, are going to see the trash and step on it, which is unacceptable. But unbeknownst to myself, the housekeeper was walking behind me, the general manager, and didn't pick up the trash. So what message am I sending? The moment you said you'd become a leader, optics -- and I don't mean the glasses -- come into play. You're being watched. It's creepy. Sometimes your employees know what you're thinking before you do. So you absolutely have to walk the talk, and if you are running a company whereby you're saying that you're both employee and customer centric or patient centric, you're it. You have got to absolutely make sure that you're being a role model of your culture.

Diana Oreck

Ms. Diana Oreck is a Certified Hospitality Trainer (CHT) and an international advisor in corporate culture, branding, leadership, employee engagement and legendary service. She has over 30 years of experience in the hospitality industry ...

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