Why You Are a Difficult Hospitality Employee
March 19, 2019 1:59pm
By Don Kermath
It’s true, you are someone’s difficult person. As hospitality workers we find some guests to be exceptionally difficult. However, guests are the reason we exist. Guests deserve the best possible service, but so do your fellow employees. They are your customers as well – your internal customers. if your guests deserve the very best service and they are your customer, don’t your colleagues deserve your very best service too?
A new study by ALICE (a hotel operations platform), shows 62% of guests say that rude staff made their stay frustrating. Any employee who is rude to guests is also likely to be rude to employees. Your top performers don’t want to work with rude employees. As a consequence your top performers are likely to be dissatisfied and eventually leave. Being easy to work with is not just a matter of improving guest satisfaction, it’s also about improving employee engagement.
An older 2017 Gallup survey concluded over 50% of employees quit to get away from their boss. Combine rude employees with difficult bosses and you have a serious problem – losing employees due to difficult coworkers. It’s possible that dealing with difficult people is the single largest hospitality industry human resource problem. Solve this problem and you positively impact the problems of employee turnover and bad online reviews.
Here’s the rub. You can’t change someone else’s character – you know, the thing that determines whether they are difficult or not. You have two practical choices when it comes to dealing with difficult people. First, set free the difficult employees. I prefer to use the term “set free” instead of “fire.” Your top performers will thank you and become productive again. Second, recognize your own unconscious behaviors, the ones that might make you a difficult boss or employee.
Here is a short list of annoying behaviors that can make you difficult to deal with:
You can’t change other people. You can change yourself. Once you recognize you are someone’s difficult person, you can begin to become self aware. Self awareness leads to humility and positive change. As Michael Jackson said, “Start with the man in the mirror.”
Now that you are self aware, what changes do you plan to make?
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Don Kermath is the Human Resources, Communications, and Connections expert that empowers hospitality leaders to transform their workforce into productive, cohesive team-players who stay for the long haul, and contribute to innovation and excellence on the job. After meeting with Don and exploring how you are currently trying to improve your organization, you may discover that his highly-customized programs make sense for you (and could really benefit your bottom line).
+1 (217) 621-4797
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