Background : The Event Management team at a luxury resort has consistently exceeded expectations in organizing and executing high-profile events. The team is led by Sophia, a department head with over 10 years of experience in hospitality management. The department handles everything from weddings to large corporate events, working with various teams across the hotel to ensure seamless service. Sophia provides her team with clear goals and expectations for each event. These goals are structured and thorough, outlining critical steps for success (e.g., coordinating with vendors, managing guest flow, ensuring setup and teardown happen on time). However, Sophia encourages her team to be creative in how they meet these goals. For example, if a wedding has a unique theme, the team is empowered to personalize the décor or flow of the event without waiting for Sophia’s approval on every decision. Each member understands their role but has the freedom to adjust plans as the situation demands. The team constantly learns from each event, finding new ways to improve processes and enhance guest experiences. This flexibility allows them to adapt to unexpected challenges, such as last- minute changes from the client or unpredictable weather conditions. Sophia debriefs with the team after each event, discussing what went well and what can be improved, fostering an environment of continuous learning. Sophia trusts her team members to make decisions during high-pressure moments. For example, during a recent event, the lead planner made an on-the-spot decision to reorganize the seating layout when an unexpected number of guests arrived. Instead of waiting to consult Sophia, the planner trusted her judgment and was able to seamlessly adjust the arrangements. Sophia’s approach is to hold her team accountable for results but not to micromanage how they achieve them. She often encourages them to take initiative and offers praise when they successfully resolve issues on their own. The team works together cohesively, sharing responsibilities and supporting one another. Trust is reciprocated, with team members frequently offering help when someone needs assistance. For example, when the head of catering was dealing with a late delivery, another team member stepped in to liaise with the client, maintaining clear communication while ensuring the rest of the event ran smoothly. The team’s coherence strengthens as everyone feels valued and trusted to contribute meaningfully. Sophia has a strong relationship with her team. She regularly checks in with each member, not just to discuss their tasks but to understand how they’re feeling and to offer support when needed. When one team member was going through a personal hardship, Sophia adjusted their workload temporarily to reduce stress, showing empathy and consideration for their well-being. She also
celebrates wins—whether it’s a successful event or personal milestones like birthdays—building a positive and supportive team culture.
Sophia’s team has developed strong judgment as a result of her leadership. They feel confident in making quick decisions and using their discretion in various situations. During a recent high-profile corporate event, the audio system failed at the last minute. Without panicking, the AV coordinator quickly sourced a backup and communicated the issue to the client, minimizing disruption. The team’s ability to make sound, timely decisions in unpredictable situations is a testament to the balance of structure, trust, and support they receive. Discussion Questions: 1. Which tripod is being demonstrated? 2. How does trust in the team contribute to their overall coherence and ability to work together? 3. What lessons can other departments learn from Sophia’s leadership approach?
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