LOOK INTO THE SPOON, AND YOU WILL SEE THE ANSWER.

Successful leaders lead by example and they “do the right thing” and not just do things right.   They have confidence and trust in their people.  Randy Guthrie believed in his executive team at Shangri-La Singapore and together, we developed a harmonious working relationship that delivered excellent results.   This team, beginning with Randy,  never wrote memos to each other.  Instead, we met every morning at 10 am in the coffee shop to discuss and review management matters, and what needed to be done.  Everyone contributed to the meeting and by the end of the meeting, we would all be off to manage the hotel.   In the 8 years at Shangri-La Singapore, there was never an issue we could not handle nor a misstep after the morning meeting. 

We met every morning and if there wasn’t anything to talk about, we told a few stories and enjoyed a cup of coffee together. 

One of the most memorable experiences at the Shangri-La Singapore occurred at one of those meetings.  An issue was raised, and I naively asked, “Who is going to do this?”  With a smile, Randy passed me a stainless-steel spoon.   He said, “Look at the spoon and you will see the answer.”   The spoon shone clearly and it was like looking into a mirror.  That was the answer and a lesson that I cherished for many years.  There were many more lessons to learn but this one made a very strong and lasting impression. 

Management is “doing and taking responsibility” not waiting for someone else to act.  

I never asked that question ever again.  That simple comment became a guiding principle for me.  Throughout the years Randy shared many more simple anecdotes like that during our morning meetings.   It was his way of giving instruction and guidance.  I should have kept that spoon for future reference, but then, I  really did not need any more reminders.   It was clear as a bell.

The theme park business is different from 5-star hotels, but not really.   What I learned over 30 years in hotels was very appropriate for the challenge ahead at Ocean Park.  

Next, a true theme park professional and extraordinary leader at Ocean Park.ed me.