How to Be a Better Leader, Mohegan Sun Style

Written by Brianna Cole, HTM '16

“Wow.” That was my expression after my trip to Mohegan Sun with Professor Rod Warnick’s HTM Global leadership class in early October. From the moment I arrived at the property to my departure I was in awe. Not only is the property absolutely beautiful, but the team members who work there are the reason the company is so successful. Throughout the trip, our leadership class of 25 hospitality students had the privilege to meet and speak with numerous team members in upper-level management as well as members of the executive team. It was so refreshing to meet people who are so passionate about their jobs and speak so highly of their company. It amazed me that most people who work there started many years ago and worked their way up to their current position. They gave advice to our class on how we can reach the same success.

One piece of advice that resonated with us was that relationships are key. Whether it be a relationship with a guest, co-worker, or outside party such as a client, every relationship is important. They emphasized that by networking and building those relationships you can make yourself a better leader. Assistant General Manager, Jeff Hamilton, stressed to us that “you need to learn to realize, especially as a leader, that it is all a popularity contest.” You always want to be well liked and you should never burn bridges on your way up.

As a leader you also want to surround yourself with people who are smarter than you and who have the abilities to do things you can’t. This will give you the ability to advance as a person and as a team. Another member of the executive committee said, “know what you know and know what you don’t know.” This will help you establish your strengths and weaknesses and know what you need to work on. As a leader you need to consistently evaluate yourself in order to keep advancing.

Another key point that we learned throughout the trip was the company culture created at Mohegan Sun. As stated previously, everyone we came across on our leadership trip was so passionate and loved what they were doing. How do they get such passionate employees you ask? They recruit people who fit their company’s culture. They believe that you can teach someone how to do their job function but you cannot alter someone’s personality. Mohegan Sun differentiates itself in this industry by providing outstanding service for each and every guest every single time. They are able to complete this difficult task by hiring caring team members who have the same desire to make the guests happy.

I will never forget the vast amount of knowledge I learned, the people I met and the unforgettable experience at Mohegan Sun. I want to thank Mohegan Sun as well as the Hospitality & Tourism Management Department for providing myself and the other HTM students the opportunity to attend the Mohegan Sun Global Leadership Academy. I greatly look forward to the next time I can return there.