Attitudes are contagious! The difference between successfully managing a high performing team of employees in the hospitality industry v/s trying to barely motivate and hardly retain your best performing staff in the hospitality industry, ultimately comes down to the attitude; of the organisation itself better known as culture and that of the manager.
So how can you manage, motivate and retain employees in the hospitality industry?
- What’s your vision? This can act as a roadmap for your employees creating a defined path for them to work towards a common goal. Research on goal setting has repeatedly shown that setting specific and challenging goals leads to higher levels of task performance than do easy or vague goals, or telling people to “do their best.” Challenging goals when coupled with compensation, can create a powerful force to motivate exceptional employee performance.
- Listen to your employee’s needs. A one size fits all approach will never work when it comes to engaging and retaining multiple employees with varying personalities, skill sets and aspiration’s. Therefore it is integral to treat each employee as an individual first and provide all the tools, training, and support required to become super performers! Give employees the ongoing opportunity to learn and grow, both personally and professionally. People often want to feel a growing sense of professional mastery in their area of interest, but jobs with little to no variation can lead to burnout. Consider ways to develop new interactions, new tasks, and new challenges.
- Communication is the key- Training sessions, memos, newsletters, FAQs, and regular meetings can all be used to keep your hospitality staff engaged. Creating a culture of communication in which managers and employees share common goals and work together to meet them can not only boost a company up but also the morale of an employee.
- Become a consultant- Practise and preach a consultative environment and approach. Asking employees for inputs and ideas can be very empowering, creating a sense of ownership and accountability thus ultimately leading to high performance backed by more productivity. Likewise, finding ways to show employees that what they do makes a difference to an important operation is a key motivational skill of managers of successful hospitality firms.
- Feedback is as precious as gold!- Offer feedback as often as possible. Positive feedback should be given right away, to encourage more of the same performance. Negative feedback should also be given sooner rather than later, so employees have the opportunity to self-correct. Organising weekly catch ups with each employee individually can be very powerful and effective in allowing employees to feel valued and as they belong. Plus such meetings can go a long way in building strong working relationships.
- Financial Rewards- The idea of positive reinforcement is a well-accepted psychological principle. Rewarding desiredbehaviour and not rewarding undesired behaviourcan encourage more of the desired behaviours and fewer of the undesired ones. All employees can achieve bonuses based on a number of critical metrics, including customer service scores. Setting these goals, rewarding them, and using goals that are clearly connected to the company’s strategy of excellent customer service can allow a business in the hospitality industry to create motivated staff and achieve exceptional performance.
- The Power of Equity- Feelings of being underpaid have been linked to lower motivation, greater absenteeism, higher turnover, and even increased theft.If someone thinks that other employees were given more rewards for similar efforts, this will create feelings of injustice. Therefore it is critical to address this by creating open channels of communication where employees can feel that managers are accessible and approachable to discuss such sensitive and powerful factors.
- Create a Recognition Program- Managers can recognize employees for length of service, exceptional performance, sales performance, innovative suggestions, safety, or attendance, as well as celebrating their retirement. The rewards that go along with these recognitions include plaques or certificates, company logo merchandise, gift certificates, jewellery, office accessories, household items, recreational items, and electronics etc. Awards like these can clearly demonstrate appreciation for your employees and their work efforts thus creating lasting memorable experiences for them. Often, the emotional connection of a physical recognition is much stronger than receiving an equivalent amount of money.
And finally, the importance of having the right attitude as a manager in the hospitality industry, cannot be overstated. A good manager with a great attitude can create conditions that promote employee engagement. This can be achieved by effective inspiration, challenge, strategic vision and above all, the right attitude! After all Attitudes are contagious!
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