5 Strategies for Leading with Influence

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Suzie Mills’ love of business began at a young age. Her mother and step-father owned a pub, where she began helping out at age eight to earn pocket money.

Now, Suzie is the General Manager of Trump International Hotel and Tower. Here are her tips for leading with influence:

Do your fair share. As a leader, it’s not beneath you to roll up your sleeves and pitch in when needed. Not long ago, we had a terrible flood and my phone rang at 3:00 in the morning. So I got up and went to the hotel to help out. I was on my hands and knees, mopping up the water. It’s important to show your team that, in good times and bad, you’re there for them and you’ll do your part.

Celebrate everyday victories. Acknowledging the hard work your team members are doing is crucial, especially when they go above and beyond. Once, a guest was staying with us for several days in a room that had a fish tank. She noticed the fish looked sick and asked us to do something. One of our employees got a solution from the local pet store, and administered it. The fish improved quickly and everyone was happy. I made sure to congratulate the associate for a job well-done.

Encourage others to step up. One of the elements of our culture that I am most proud of is grooming associates who are looking for that next step in their careers. I benefited from that early on, and I have made a commitment to continuing this trend. When you see a fellow co-worker promoted, who has worked side by side with you on holidays, overnights, through difficult and also through exciting times, you take pride in their advancement. We have grown a group of loyal and strong performers.

Keep the lines open. It’s important to communicate honestly with your team on a daily basis. Here at the hotel, we have what we call “Trump Talks,” our daily meetings where we review our goals and challenges. And on a monthly basis, we have our Direct Line Meetings, which give our associates a chance to share with me about any obstacles they’re facing. More than once, these conversations have helped put out potential fires.

Walk in their shoes. Be knowledgeable about the roles performed by all of the people you’re working with and the stresses associated with those jobs, whether it’s the person sorting the linen, or the one checking in the guests. At the end of the day, it’s about providing an excellent customer experience. If I understand and support my team – offer training and create a positive work environment – that will be apparent to the guests.