How One Young Man Transitioned from Waiter to Manager

Today, I was at the Sheraton, and one of the managers, known for his habit of greeting everyone with a broad smile, caught my attention once again. Intrigued by his perpetual cheerfulness, I decided to ask him a question.

“You always seem so happy with a huge smile on your face. What’s your secret?” I inquired.

He responded with an even warmer smile, “Well, it’s really about being positive.”

Curious to learn more, I asked, “What was the turning point that revealed such an awareness to you?”

He began to share his story. Early in his career, working at a different hotel, he had a supervisor who would often shout at all the waiters. This behaviour used to frustrate him greatly. Then, one day, a senior colleague pulled him aside for some advice.

“In the hospitality industry,” the senior colleague explained, “not all customers will be happy with you. Some will be pleased, while others will be annoyed. You must be willing to say ‘sorry’ and maintain a positive attitude, no matter what.”

This conversation was a turning point for him. He started viewing his tough supervisor as an internal customer who simply had different needs. Embracing a positive mindset and consistently wearing a smile, he began to work diligently, transforming his outlook on challenges.

This positive attitude and hard work soon accelerated his career path, ultimately leading him to become a manager.

The moral of the story?

If we view ourselves as service providers in the ‘hospitality industry’ of life, serving God’s children wherever we are—be it at home, in the office, or anywhere else—and choose to maintain a positive attitude regardless of the circumstances, we can significantly enhance our lives. By being willing to say sorry when our ‘customers’ are unhappy and promptly finding solutions, we can create a smoother and happier life for ourselves. A bad attitude keeps you waiting; a positive attitude keeps you managing.

What insights do you draw from this story?