News for the Hospitality Executive
Communicating with Your Team:
Are You on the Same Page & Does Everyone Know the Score?
by Caroline Cooper
There's nothing more frustrating, and demotivating for staff than lack of communication and being kept in the dark. Unless people know what's expected of them and what's going on you'll end up with an unhappy team, and ultimately an impact on performance levels and increased staff turnover.
Hopefully the communication starts with a thorough induction, which includes not only an outline of their job and what's expected of them, but how their contribution fits into the bigger picture, the values and culture of the business and an insight into what happens in other parts of the business.
But recognise that a one-off training session will never be enough.
Your staff need to be kept up-to-date all the time. They need to know what is going on in the business, and how this will affect them and they need feedback on how they are doing. Here are four ways to keep your staff up to date and let them know their contribution is important and valued.
A daily briefing (with the whole team if numbers are small enough to make this logistically possible is ideal, or by department) can update everyone on anything that affects that day's operation. It's also a great way to get feedback from them too on things that need addressing sooner rather than later.
Cover such information as:
A daily briefing also provides an opportunity for you to get feedback on any guest comments. You can discuss any questions or suggestions your team may have about operational issues that could have a bearing on the level of service or sales potential of the hotel. So, even on your busiest mornings make sure these briefings still happen – it’s generally on the days that are your busiest that things go wrong, and it’s generally your busiest days when you have the best opportunities for increasing sales.
Regular update meetings
Regular meetings - weekly, fortnightly or monthly give an opportunity to:
Regular one to ones
Never under estimate the impact of sitting down with each member of staff on a one to one basis. Note here the term regular. These should be scheduled so staff can plan for them and around them. And nothing smacks more of "I'm not valued" that one to one meetings being continually cancelled for the slightest reason.
One to ones should be more than just a review of performance. Yes, that’s a part, but they should also be an opportunity to:
Spur of the moment
And finally don’t forget the value of the impromptu communication. This might be anything from a simple "thank you everyone" at the end of a busy shift, to the 'emergency briefing' when something big hits. The thing is these are impromptu - either loses its impact if scheduled in advance and in the case of the emergency briefing the jungle drums and rumours will take over if delayed.
- No News, Good News - for Your Team? Employees Need Feedback to Become
Great at their Jobs / Caroline Cooper / October 2010
|Nip it in the Bud ~ Dealing with Poor Work Performance / Caroline Cooper / September 2010|