Team Building at the Mandarin Oriental Hotel

Wolfgang Hultner, General Manager of the award-winning Mandarin Oriental Hotel in San Francisco, brought in HeartMath for a weekend retreat for his entire management team. Because it was mandatory, and on a weekend, people arrived with a reluctant attitude. They thought they were going to be cooped up at a stress management seminar with the very people who stressed them out.

In the opening discussions, they discovered that they were all suffering from success syndrome, with work/family balance paying the biggest price. Everyone loved being part of the two years of awards and praise. But this meant high expectations to run a flawless show all year long, no more downtime, no slow season, a much faster pace, increased pressure. People were exhausted and facing burnout with nothing left to give to their families after work. All 30 managers were feeling the strain.

The change in the team began to happen by the end of the first break in the seminar. A sense of trust was being built. The HeartMath science established interest and credibility.

By lunchtime there was a very obvious shift in the room. There was a buy-in happening. Interactions were relaxed, they were enjoying each other's company.

At the end of the day they all went to dinner. When they got back from the restaurant, no one wanted to say good-bye, so they found the biggest room and continued to socialize together. This had never happened before. They were appreciating each other for who they really were, and having fun together for the first time.

After the program, everyone agreed that it was the best retreat they have ever had. It met both their professional and personal needs.

The impact on the hotel climate was clear and immediate. The management team returned as a kinder, more relaxed, tolerant group who were clearly communicating better and being more productive. The staff noticed how the managers were talking together differently. They were intrigued and pleased, and the customers benefited from this powerful climate.

Two managers subsequently became licensed to deliver HeartMath programs to the staff of 185, and even with a very difficult hospitality market client, the hotel continues to win awards and praise for its exceptional service and people focus.

"The most noticeable outcome from the HeartMath program has been a big shift in the relationships in the management team, which was immediately noticeable by the staff and generated a positive, caring culture for the customers."

Laura Page, HR Director

"When 100+ CEOs from top companies from around the world are on the wait list, that is 'stress!' So anything a manager can do to help one's colleagues is a must to survive."

Wolfgang Hultner,
General Manager Mandarin Oriental Hotel, San Francisco

For Information
Telephone: (02) 9412 2500 (Australia)
Telephone: +61 2 9412 2500 (International)
E-Mail: info@macquarieinstitute.com.au

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