News for the Hospitality Executive |
Don't Throw Service into the Penalty Box!
by Roberta
Nedry, President. Hospitality Excellence, Inc. March 2012 "Leadership is lifting a
person's vision to higher sights, the raising of a person's performance
to a
higher standard, the building of a personality beyond its normal
limitations." This quote from Peter F. Drucker captures the essence of
how
to make exceptional service delivery possible in any hospitality or
business
setting. The philosophy and tangible actions of anyone in a leadership
or
management role will steer employee behaviors in the direction of
service
excellence--or quite the opposite. The words, interactions and thoughts
reflected in any one leader's style will rub off and influence all
those with
whom he or she comes into contact.
When the leader of a new casino effort and entertainment venue began outlining the game plan for the project, he directed his team to focus on customer service as a key competitive strategy to distinguish them from the competition. He talked about all the factors that might influence any one service experience and really seemed to get how important it was for employees to be engaged and positive about their roles so that they could do the same for guests. He noted the need for training to make sure all facets of exceptional service delivery were in place and reflected a strong commitment to making that happen. However, as he continued to meet with his team, he started using words like "penalty" if members of his team or employees did not achieve his version of success. He wanted to have consequences for not delivering exceptional service instead of focusing on all the positive ways to encourage and inspire the exact thing he desired. He was missing the major play of the game and for a casino, was making a bet on the wrong hand. He instilled fear and a lack of trust in his embryonic team instead of building the team and lifting everyone's vision to higher sights. Hospitality leaders need to create an optimistic environment and encourage positive energy and efforts if they want employees to deliver positive energy and efforts for guests. Employers need to have faith and belief in what employees can do and not what they can't. Incentives will always produce stronger and more lasting results than penalties. This leader's intentions may have been good but he failed in understanding a basic foundation of leadership and how he could get the winning results he wanted. True leaders know how to not
only
bring out the best in their employees, they know how and when to
celebrate the
best when it happens. My family stopped in to a Starbuck's in a small
town on a
long drive, a few days before Christmas. It was a dark evening, pouring
rain,
cold and windy and we still had a long way to go. We needed hot
chocolate and
coffee , were in a hurry and just wanted to run in and out. The store
was empty
except for Supervisor Brian and his colleagues Cameron B. and Brittany
B. in
Milledgeville, Georgia. They were immediately engaging, welcoming and
empathetic to our tired dispositions. We ended up spending more time
and money
than we had planned as it just felt so comfortable to be in their
store. We
kept noticing new gift ideas and merchandise and their positive vibe
made us
feel positively about purchasing much more than coffee! They even tried
to give
us some gift ideas for our dog. Supervisor Brian ended up comping our
coffee in
appreciation for our extra business. He was empowered to show his
leadership on
the line and his colleagues followed his caring style. I called Tony
Brooks,
District Manager, to compliment him on this team. His reaction was pure
delight
and he could not wait to share this story with his managers and began
to plan a
surprise to celebrate the Milledgeville team. He expressed tremendous
satisfaction in knowing that his own leadership concepts were
meaningful to his
team. Winning results keep coming to those who recognize, encourage and
celebrate winning results.
Keeping employees engaged, like the Starbucks team example, is essential to long term success. A new research report by Temkin Group, Employee Engagement Benchmark Study, showed that highly engaged employees are more committed to helping their company succeed, less likely to take sick days, more likely to do good things that are unexpected, and more likely to make recommendations for improvements-all key ingredients for service excellence. Highly engaged employees come from those companies that focus on all aspects of the customer experience and who are led by managers who actively demonstrate the service excellence behaviors they desire. When employees see their
leaders
actually leading by example, they feel good about their work and are
more
motivated to satisfy their guests. Guests and customers in general feel
good
when they deal with companies who seem to treat their people well and
care
about their environment. Ernesto Aragon, Guest Service Director at the
Biltmore
Hotel in Coral Gables, Florida is that consummate service excellence
role model
and is a walking, talking example of service leadership at all times.
No matter
how busy, how demanding, how complicated any situation may be, Ernesto
remains
gracious and calm which instills the same behaviors in his team. In a
recent
walk with him around his property, he stopped several times, to pick up
a scrap
of paper, hold a door open for a guest, adjust patio furniture that was
askew
and prop a door open for a fellow employee, all without missing a beat
of his
conversation with me. His actions were seamless, natural and caring and
reflected the same commitment to the guest experience and his property
as those
he expected from the frontline employees who report to him.
Rosa Mexicano Restaurants, known as "the gold standard in upscale modern Mexican Cuisine," according to a Zagat survey, feature ten locations from New York to Miami to Los Angeles. At their South Beach, Miami location, two guests had the opportunity to experience one of the restaurant's signature dishes, award winning Guacamole en Molcajete, prepared tableside. Eunique, the waitress, was especially vibrant and excited as she brought this "guacamole experience" to life. When asked why she was so enthusiastic, she proudly told us that she had "won" the guacamole making contest inspired by President and CEO Howard Greenstone. The contest was not only a training tool but a way to inspire and motivate employees to give guests a true treat though both taste and presentation. Mr. Greenstone himself recognized Eunique and gave her a special award which really meant a lot to her. Eunique went on to say that she had moved to Miami from the mid-west, got the job with Rosa Mexicano and loved it. She then received another offer and moved on to another restaurant only to recognize that the leadership she experienced at Rosa Mexicano was something she missed. She came back and jumped right back in to a job she loved and appreciated which then rubbed off on guests. Mr. Greenstone and his team had found ways to make management's contacts personal which in turn instilled loyalty and caused Eunique and her fellow employees to do the same for guests. Treat employees as the best customers and they will treat guests to the experiences that matter most. Be a service role model from head to heart before expecting employees to do the same. Roll out the red carpet and start at the top because a "Red Carpet Attitude will ONLY HAPPEN if it truly starts at the Top!" Executives who embrace the winning potential of service-focused leadership will see benefits to the bottom line, the rewards of loyal , motivated employees and the guests that keep on coming back. Odds are those will be winning results and the guest scores that matter....every time! Reprinted with permission from hospitalityexcellence.com and hotelexecutive.com. About the Author Roberta Nedry is President of Hospitality Excellence, Inc., leaders in guest experience management. Ms. Nedry has developed a unique 3D Service(sm) methodology to take guest service to the next level. Her firm focuses on guest, customer and client service, the concierge profession and service excellence training for management and frontline employees. To learn more about Hospitality Excellence programs, exceptional service and the new 3DServicesm Online training program - a New Dimension in Service Excellence, visit www.hospitalityexcellence.com. Ms. Nedry can be contacted at 877-436-3307 or [email protected]. |
Contact: Hospitality Excellence Roberta Nedry 877-436-3307 [email protected] |
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