Smiles, Everyone, Smiles: The Hospitality Leadership Dilemma
Leadership is a careful balance between projecting confidence and embracing vulnerability. The danger isn’t in using Success Theater to show a polished, professional image to guests and team members, the danger is in staying in character too long – until we lose the ability to step out of it, to be honest, or to ask for help. So maybe the challenge isn’t to banish Success Theater altogether, but to learn when to intentionally step into it, and just as intentionally, step out of it.
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