Alright – so today we’ve got the honor of introducing you to Lisa J Crawford. We think you’ll enjoy our conversation, we’ve shared it below.

Lisa J, looking forward to hearing all of your stories today. We’d love to hear from you about what you think Corporate America gets wrong in your industry and why it matters.

The Hospitality Industry is the industry of people. Corporate sees the numbers but are not on the actual property to see the trials and tribulations of the leaders. that guide the property. Observation is one of my superpowers. I watch how the pressure from the top trickles down to every single manager, boss, supervisor, captain or lead and it can be to the detriment of the employees that make the magic happen with the guests.

I understand that Corporate have numbers to reach in order to show owners that the hotels are moving forward and above the annual expectation. I get that, but when does corporate thank the GM? Is the GM the type of leader to give thanks to the staff. If trouble trickles down, let’s have the same energy when things are going well.

I witnessed a leader from corporate walk past a housekeeper that I was trying to introduce them to, and I was offended and before I knew it, I said, I’m sorry but I would like for you to meet a lady that has worked faithfully for this property for 1o years. She is the best and she gives your guest top notch customer service.

I have a passion for employee fair treatment as I am a survivor of workplace trauma. I am thankful for the leader that broke me because I took it and turned it into a platform to help others.

Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.

Hospitality was something I grew up with in my home. It was the foundation/culture among my family. To serve others and to treat others with kindness and help them know that they are important is a part of my DNA. To be in the Hospitality Industry just made since to me. I started in this industry in a concierge position and through great trials and tribulations I made it all the way to Platinum Sales Manager over the course of 12 years. I loved everything about helping the customers and creating a solid relationship with them. I treated my mom-and-pop meetings the same as a large corporation, that way I would not have to change who I am to accommodate the entitled. Because kindness travels.
People are my business in all that I do in my life. One of the most important things I have learned about business is that the customer is not always right. Especially if the customer is disrespecting the employee that is trying to assist them to the best of their ability. Also, that leaders with a lack of true leadership are rarely held accountable about their actions towards employees within the business. I have been a victim of workplace trauma and observed nothing being done about the leader. Grace allowed me t to turn that pain into a voice for the voiceless in business.
My very first book was called The Master Relationship Builder Relationship Building Through the Eyes of the Employee, A book of observations and irritations but facts.
That step created a fire in me to speak and write about things that people do not always have the courage to talk about due to fear or being ashamed.
My goal is to help leaders become master employee relationship builders. I believe that the investment in a company begins within the walls of the business with the building a solid culture and training.
I have many articles about the Hospitality Industry in various magazines. My goal is to speak in the hospitality departments to build the humanity in the students through my 20 years of experience as they learn the text.

Can you share a story from your journey that illustrates your resilience?

One of the hardest things that I experienced in my industry was workplace trauma from a leader. This leader was the polar opposite of me. They were very analytical and direct. My personality was filled with stories, laughter and genuine kindness. My interactions with this leader were toxic and overwhelming. I t eventually began to affect my health. I was sad within and smiling, fainting at work, prescribed anti-depressants and a mess inside. It got to a point that I went to a class to learn how to share space with this personality type and it helped for a while. The last time I fainted, I was on my way to my one on one and my anxiety dropped me. I ended up going to the ER and was given a drip to help bring my vitals back to normal. While I was laying there i had an outer body experience and I was looking down on myself and my best friend and son. The voice said, YOU NEED TO FIX THIS! I argued and said, they need to fix it. The voice said they can’t. At that moment, the nurse came in and said, okay, we are going to let you go but you must rest when you get home. The next week it was time for that meeting, and I felt myself starting to get lightheaded, but I kept walking towards the office. The condescending conversation began. I stood my ground and asked him what he wanted from me since nothing I do is correct. In that moment, he realized that he never trained me on some things hence my errors. Our relationship changed and we were laughing and chatting away. IT WAS AMAZING. i went from trauma to Platinum Sales Manager. Two months later he let me go… the company was not diverse so in the Sales Department so this would have been awesome. I asked if I could get the award but that did not happen either. After my release I wrote my 2nd book, I was evicted with the sheriff., lost my vehicle, living in a hotel. it was horrible and the best thing that could have ever happened to me at the same time. I became a voice or the employees via articles, podcast and speaking. I became stronger and I recognized that the things that people hate about you are things that are lacking in them.

Any advice for managing a team?

There are 2 things that will make a company soar with their employees. A strong culture of trust and training. Not training through a screen but a person that has walked in their shoes expressing to them how to be the best version of themselves in that company. When an employee is winning within the customers and company feel the benefit.

Contact Info:

• Website: https://www.lisajcrawford.om
• Instagram: https://www.instagram.com/ljthewriter
• Facebook: https://www.facebook.com/ljcmotivations
• Linkedin: https://www.linkedin.com/in/lisajcrawford
• Youtube: https://www.youtube.com/lisajcrawford