A hotel is as good as its employees. If the employees are lackadaisical, not customer-friendly or do not know how to deal with guests, even the best hotel cannot survive. Being friendly with your staff is a great thing, but as a hotel manager, you have responsibility towards your guests and the hotel.
Knowing how to turn around your hotel and getting your employees work as a productive team is every hotel manager’s dream. However, very few realize this dream. But you can if you use these tips.
You are the shepherd who has to direct the flock to the pasture. It may seem like a strange analogy, but if you don’t give your staff the instructions that are clear and precise, you cannot get the desired results. If your instructions are vague, each employee will comprehend it differently and the end result will be a big mess and chaos.
When you are sharing the business plan with employees, you need to chart out the roadmap for them. They need to know how to achieve the goals in very precise words. For instance, if you tell your employees to offer good customer service, some will offer guests great service while other may think indulging in mere chitchat suffices. This difference in responses will confuse the guests and will also hurt your hotel’s business in the future. Hence, it is imperative every goal is precise and employees know what you expect from them. Just saying better guest relations is not sufficient. You should expand and make them understand what you mean by guest relations. Likewise, every single instruction or objective should be clear, concise and easy to understand and follow.
Just giving employees general goals will not make your hotel into a success. Once you have established general goals for each department, you need to go a step forward and give each employee individual KRAs or goals. Since these goals help each department meet their general goals, the department starts working as a team. Each team member begins working towards the same goal.
Basically, this is all about delegation, where you ensure two employees do not end up doing the same task. Once every employee knows what his or her responsibilities are, they will know what to do. Furthermore, goals should be long-term and short-term, so that employees are motivated to meet their milestones and keep their morale high.
Have a reward system in place to motivate employees. It can be something simple, such as showcasing their photograph, name, position and department in the reception as the best employees or something more expensive, such as monetary reward or gift card. Usually, putting up employees’ photograph with all other details works wonderfully and often motivates and encourages all employees to meet their goals.
When you set objective or goals for employees, you should set tangible goals that can be measured. Employees should be informed how their results will be measured, so that they know how you will judge them. All employees should be judged by the same yardstick. However, what is important is the goal should be measurable. Even if you set goals that are clear and precise, there will be no way of achieving the goals if you cannot measure them. Some examples of measurable goals for the hotel industry include better guest reviews, higher sales and fast turnaround time.
Every member of the team has to take ownership of the responsibility. Only when a person takes ownership will he or she be inclined to fulfill the responsibility and achieve the goal. No manager is an island and should not try and micro-manage or do things themselves. You should let your employees take responsibility, but also hold them accountable. Praise them when they perform well and achieve their goals, but let them know your displeasure when they do something wrong or do not meet their goals.
In the hotel industry, it does not pay to be furtive or secretive about how you function. You cannot run your hotel without your employees and let them know it. If one employee performs well, share it with the team, so that they know about it. The same holds true if an employee is not performing up to expectations. When you are open and transparent, it improves efficiency and removes possibilities of conflicts. Also, employees are clear about your expectations, so there is no scope for confusion or hurt.
You should not be talking at your employees. You should be talking to them and letting them talk to you. It means having a two-way communication. Employees should feel you too listen to them and their suggestions. This helps them feel like a team and promotes more efficiency. If you encourage employees to give feedback without fear of repercussions, you can make your hotel a grand success and turn into a superlative manager.
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