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Without strong direction and motivation, any hotel, is doomed for failure, an operation is successful only when a good leader surrounds themselves with other good leaders, and good leaders surround them selves with good staff. Staff and managers may have personal problems and deliver inferior results due to lack of training, unrealistic expectations, or failed attempts to innovate. In some cases the proper response to these issues can turn a hopeless employee into outstanding employee. "Fir'em" is not always the right answer.
Correct poor performers
Ask poor performers if they enjoy what they are doing. Think about it. Do you enjoy what you are doing? If you do you are probably very good at it, if not it's nearly impossible to be very good at something when you absolutely hate it.
All staff have potential to be the best employee, remember that, they all have the potential to be the best employee, do not enjoy their job, if not are they going to do it well?
So what can be done, an eight point guide to successful staff management.
1 - Give clear direction, and evolve the staff In many cases of poor performance is due to unclear expectations. You can't arrive at a destination if you don't know where it is. Give staff an opportunity to define realistically high objectives for their positions. People will try much harder to meet their own goals than those that have been imposed upon them.
2 - Change the Job Change the position or modify the duties, you could consider restructuring the job, remember they may not be enjoying the job so you may have other unhappy staff.
3 - Enjoy the Job People who don't like what they do are destined for failure. Their self-esteem and work ethic will only deteriorate; ask poor performers if they enjoy what they are doing. Think about it. Do you enjoy what you are doing? If you do you are probably very good at. What can be done, sit down, give the staff member time, often when they feel valued they will work harder.
4 - Confidence If staff do not feel confident or they need further training and support, they will lack focus and will under perform. This will probably not be because they do not care but because the care too much to ask for help. Focus on training .
5 - Show understanding A little understanding of personal difficulties is a huge boost. The most tactful way to discover personal problems is by meeting in private with the individual. This could be in the annual appraisal but it is probably best to sit down have a coffee or give them a hand for 5 minutes, and talk with them. Just ask them "are you ok? What's going on? Can we help you?" Remember, managers must always respect the right of an individual not to discuss personal issues.
6 - Listen and don't act After staff tell you of issues and concerns or stories of the past, listen only, without offering opinions. Keep the discussion confidential and don't let it influence how you treat the individual in the future. In time you will see the benefit of trust.
7 - Do not operate a blame culture If co-workers fails or makes mistake, they should be supported and not chastised.
8 - Meet your staff It is imperative that managers complete appraisals and have regular one - to one's. This helps you to catch poor performance early and work through problems together.
These meetings give you an opportunity to recognize and reward peak performers, high performers are the people who will most want to know how they can improve, so always have your suggestions ready and make your expectations clear.
Dismissal is not normally the answer. Throughout my professional career I have been continually surprised at the positive effect of honest and clear objectives.
The result of poor management
Most people are not intentionally difficult or disruptive. Most people want to take the road that has less conflict. Dismissal within out good reason will not create a motivated work force. 'Good reason' does not mean legal it means moral and compassionate, all staff will work harder for a fair boss.
Early dismissal may be a mistake; the cause of poor performance may be your fault or may just cover up bigger issue. Do not act too quickly; people's careers and self-respect are serious issues.
For more information on hospitality jobs visit www.allhospitality.co.uk
by Richard Filipa
Correct poor performers
Ask poor performers if they enjoy what they are doing. Think about it. Do you enjoy what you are doing? If you do you are probably very good at it, if not it's nearly impossible to be very good at something when you absolutely hate it.
All staff have potential to be the best employee, remember that, they all have the potential to be the best employee, do not enjoy their job, if not are they going to do it well?
So what can be done, an eight point guide to successful staff management.
1 - Give clear direction, and evolve the staff In many cases of poor performance is due to unclear expectations. You can't arrive at a destination if you don't know where it is. Give staff an opportunity to define realistically high objectives for their positions. People will try much harder to meet their own goals than those that have been imposed upon them.
2 - Change the Job Change the position or modify the duties, you could consider restructuring the job, remember they may not be enjoying the job so you may have other unhappy staff.
3 - Enjoy the Job People who don't like what they do are destined for failure. Their self-esteem and work ethic will only deteriorate; ask poor performers if they enjoy what they are doing. Think about it. Do you enjoy what you are doing? If you do you are probably very good at. What can be done, sit down, give the staff member time, often when they feel valued they will work harder.
4 - Confidence If staff do not feel confident or they need further training and support, they will lack focus and will under perform. This will probably not be because they do not care but because the care too much to ask for help. Focus on training .
5 - Show understanding A little understanding of personal difficulties is a huge boost. The most tactful way to discover personal problems is by meeting in private with the individual. This could be in the annual appraisal but it is probably best to sit down have a coffee or give them a hand for 5 minutes, and talk with them. Just ask them "are you ok? What's going on? Can we help you?" Remember, managers must always respect the right of an individual not to discuss personal issues.
6 - Listen and don't act After staff tell you of issues and concerns or stories of the past, listen only, without offering opinions. Keep the discussion confidential and don't let it influence how you treat the individual in the future. In time you will see the benefit of trust.
7 - Do not operate a blame culture If co-workers fails or makes mistake, they should be supported and not chastised.
8 - Meet your staff It is imperative that managers complete appraisals and have regular one - to one's. This helps you to catch poor performance early and work through problems together.
These meetings give you an opportunity to recognize and reward peak performers, high performers are the people who will most want to know how they can improve, so always have your suggestions ready and make your expectations clear.
Dismissal is not normally the answer. Throughout my professional career I have been continually surprised at the positive effect of honest and clear objectives.
The result of poor management
Most people are not intentionally difficult or disruptive. Most people want to take the road that has less conflict. Dismissal within out good reason will not create a motivated work force. 'Good reason' does not mean legal it means moral and compassionate, all staff will work harder for a fair boss.
Early dismissal may be a mistake; the cause of poor performance may be your fault or may just cover up bigger issue. Do not act too quickly; people's careers and self-respect are serious issues.
For more information on hospitality jobs visit www.allhospitality.co.uk
by Richard Filipa
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