6 Leadership Principles That Boost Employee Morale And Transform Workplace Culture

There are many forms of leadership. A customer-focused organization requires a leader who understands the importance of customer experience and, just as important, if not more so, the importance of employee experience. If you’ve ever stayed in a hotel where the experience was excellent, you’re probably experiencing the results of a leader/general manager who understands the importance of both. That’s why, for years, I’ve preached the hospitality mentality. Hotel and restaurant managers know how to motivate employees to deliver an excellent experience.

Ryan Minton is a former hotel general manager who eventually became SVP of a chain of name-brand hotels. He understands that to have a good customer/guest experience, you must start with the employee experience. I interviewed him about his latest book, Uplifted: The Remarkable Power of Positive Leadership on Frontline Employees, where he shared a number of leadership principles all leaders should consider in their arsenal of leadership strategies.

The Hospitality Mentality is Universal

A hospitality mindset isn’t just for hotels or restaurants. It is appropriate for every type of business or organization, including B2C, B2B, and even the Government. Minton says, “Great customer service is rooted in hospitality. Good old-fashioned customer service is just good old-fashioned hospitality. That’s why so many brands look to the hotel industry as the standard for the best customer service.”

Good Leadership Starts with Making People Feel Valued

One of the simplest and most powerful thing leaders can do is let people know they matter. When employees are genuinely appreciated, they’re more likely to enjoy coming to work and giving their best effort. When leaders practice something as simple as positive recognition for a job well done, it doesn’t just boost morale, it also creates a workplace where people want to stay and grow.

A No Bad Day Policy Uplifts Everyone

Leaders set the tone in the workplace, whether they realize it or not. A “No Bad Day” policy focuses on showing up with positive energy, even when life is tough. This means leaving personal struggles at home and giving your team and customers your best energy and attitude. When leadership exhibits positivity, it lifts everyone around them and creates a better experience for both employees and customers. Minton sums up this principle by saying, “We’re all human. We can have a bad day. But when I go to work, I owe it ot my folks to give them the best version of me.”

Empowerment Through Trust Delivers Better Service

Great leaders don’t micromanage. When leadership and management trust their workers to make good decisions, those workers feel empowered. Giving people strict scripts or rules for every situation can make them feel like robots, not problem solvers. Trust employees to use common sense and empathy as they solve customers’ problems.

Balancing Polices with Common Sense

Rules and policies are useful but should serve as guidelines. Set boundaries that range from strict legal compliance that can’t be ignored or changed to issues where common sense prevails. Minton says, “We often get trapped in the black and white… We must become comfortable in the gray area. There are situations where you just have to do the right thing.” Flexible leaders teach their teams to put the customer first and use judgment, especially when something unexpected happens. When employees have the freedom to make smart choices, loyalty and satisfaction rise on both sides.

Positive Leadership Produces Real Returns

Minton says it can be hard to measure the ROI of being a positive leader, but the results show up in the long run. Employees who work with positive leaders are happy, feel valued, and work harder. A big benefit is reduced employee turnover. What’s happening on the inside is felt on the outside by the customer, resulting in lower churn. Over time, positive leadership pays off through loyalty and growth—from both customers and employees.