Mini-Byte: Leadership

Words of wisdom from Iwan Dietschi, General Manager of Ritz-Carlton, Shenzhen

At the 2010 MEGA Forum for Entrepreneurship & Innovation, hosted by China Entrepreneurs (CE) from October 25-26 in Shangri-La’s Kerry Centre Hotel in Beijing, Iwan Dietschi, General Manager of the Ritz-Carlton, Shenzhen, devoted the last few minutes of his hourlong presentation to the topic of leadership.

By challenging audience members to think about their own styles of leadership, Dietschi brought the topic alive, and made clear the relevance of good leadership to successful business. “We’re all leaders here in the room,” he said. “What does a leader do, actually, every day? What do you do?”

“A leader motivates and inspires ladies and gentlemen,” Dietschi said, using the phrase that the phrase with which the Ritz-Carlton refers to its employees. “There is a vision and clear direction that needs to be communicated and owned by everybody. It’s the leadership that makes it come alive every day”

“The focus always needs to be on the right direction. And that needs to be inspired through leadership. We want alignment. We want to ensure that everybody is on the same line. And if not, which direction do you go? As leaders, we teach. As leaders, we coach. And as leaders, we are involved.”

Dietschi gave examples of ways in which the leadership of the Ritz Carlton solicits feedback from their staff: lineups, a suggestion box, team roundtables—and an open door policy on his part. “My door is always open. Is yours?”

He ended with a quote by a retired CEO of IBM, Louis Gerstner, Jr: “If you are not there, if you’re not working shoulder to shoulder with those people, if you’re not carrying the burden of everyday execution, if you can’t be inspirational; if you can’t show your real self; if you’re just going to be intellectual, if you’re just going to send out memos, that’s not going to work. Leaders are involved; leaders take risks; leaders are part of what they’re leading. You’ve got to care.”

Dietschi certainly cares, and this shows in the excellent service and employee satisfaction of his hotel.