Don't let anyone take your shine
I travel quite a bit, and many of my trips start at the American Express Lounge in the Denver Airport. In the mornings, they have an omelette bar, and behind the counter is often an employee named Rolan who clearly loves what he does.
He always has a smile on his face. He engages with every person who walks up. And he takes pride in his craft. His positive energy is contagious. You can’t help but smile after interacting with him.
This week I asked him why he enjoys his job so much. He replied, “Mornings can be tough, so I like making them a little bit lighter for everyone… plus it’s fun flinging food around!” as he flipped an omelette in the pan.
Rolan, pictured here, making sure mine and everyone’s morning is cheery while fueling up in the Delta Lounge.
Rolan has been there since the lounge opened five years ago. He’s engaged, he loves what he does, and he consistently delivers an outstanding experience.
As I waited for my breakfast, I watched him interact with his coworkers. He greeted the team member wiping down counters with a big “good morning.” When a food runner came out from the back, he asked about her recent trip to California. It wasn’t just for show with guests. It’s who he is and it stood out to me.
I started thinking that this kind of experience is the exception, not the norm. At most omelette bars, you might get a smile, a polite chef, and a well-cooked breakfast. But rarely do you get someone who genuinely brightens your day.
It reminded me that great experiences aren’t created by systems alone. They’re created by people who enjoy what they do. And as leaders, that’s where the real opportunity lies.
We often talk about culture in terms of programs, benefits, and initiatives. But culture shows up in moments like this. In how people greet each other. In the energy they bring. In whether they feel connected enough to care.
Rolan isn’t just doing a job. He’s creating an experience. And that doesn’t happen by accident.
It happens when people feel a sense of purpose, when they get to use their strengths, and when they enjoy the people they work with. Those are the conditions that allow someone’s “shine” to show up.
As I took my breakfast back to my seat, I thanked him for starting my day on a positive note.
He smiled and said, “No one is going to take my shine away.”
That stuck with me.
As leaders, we have more influence than we think over whether that shine shows up or fades away. The environments we create can either bring out the best in people… or slowly wear it down.
When we create cultures where our team members can shine, it changes how people feel about their work, about their team, and about the experience they create for everyone around them.
P.S. Let your Leadership Shine! Join us at our MIBE Workshop May 12th - 13th.
