Are you wondering what that term you heard really meant in the Hospitality world?
I mean when someone says they are Enthusiastic......what does it really mean?
The service industry, or Hospitality Industry as we like to call it has many different definitions and here is a breakdown of a few:
SPIRIT:
Everyone wans to connect with people and companies that make them FEEL GOOD. A positive spirit and attitude will only lead to POSITIVE RESULTS.
ENTHUSIASM: When people in an organization like what they do, it shows. Thier enthusiasm transfers to the guest and assists to create a positive connection.
RESPONSIBILITY: Giving your colleagues ownership of thier roles within the company assists to instill a sense of pride and commitment.
VISIBILITY: Besides servers, front desk agents, managers or sales people who are in front of the guests constantly, back of the house people also need to be recognized and acknowledged for their work.
INTEREST: TRy to eliminate the "ONE SIZE FITS ALL" attitude and customize your offerings to fit your guests needs instead.
COMMUNICATIONS: Whether to your colleagues or your guest, speak with a consistent voice that embraces your brand's essence.
EXCELLENCE: Each person in your organization is an ambassador for your brand. Strive for excellence and keep your guests and your colleagues engaged and happy.
When you freely use these examples of service with your colleagues and guests alike, your on your way to a profitable result.
Thursday, September 20, 2012
how do you make your colleagues feel like SUPERSTARS?
Have you ever questioned how your colleagues feel when your leading them? Are they the correct fit for the role? Do they sparkle or leave a lack lustre trail behind them? I believe that I may have found something that you may find helpful as a leader
1. GET THE RIGHT PEOPLE IN THE RIGHT ROLES:
Are you leading the team you need? Or are you leading the team you have?
Nothing is as important as a leader is to create a team that is so capable that you can focus on those higher-order problems. Many managers think the job is to make the best of the team they have. THAT IS NOT THEIR JOB.
Your job is to DEVELOP, and, if necessary, to change the people so you get those idividuals who are well suited for their roles, which means you will have a team that can do whatever it takes for both now, and in the future.
2. LET PEOPLE BE AMAZING:
When you have that team, you give them important work, you support them, take a moment to step back and allow them to be amazing.
Delegate work but also POWER.
Allow your team to make decisions, solve problems, allow them to have pride in their accomplishiments.
Of course, you will also ensure they are recognized. Allow them to see you trust them, respect them.
They will move mountains, so GET OUT OF THE WAY AND WATCH THEM SHINE!!
3. GET THE CRAP OUT OF THE WAY:
As part of your responsibilities, one of the key componants to your job is to create an enviroment that is great to work in.
When you have uncertainty, worry and doubt, it drains the energy out of the organization. If you want to create a space where people thrive, you really need to ensure that your watching the sand trickle into the gears.
Make, clarify and communicate decisions.
Do not EVER allow questions & rumors to fester.
Don't leave people wondering what is important or which direction they are to go, SPELL IT OUT.
REMOVE NEGATIVITY
Remove the bullies or those who block communications.
BE ACCOUNTABLE- address missed deadlines with consequences and action plans.
Face up to, and fix broken strategies.
4. FIND THE MAGIC:
When you recognize you have someone in the right role, you will see MAGIC HAPPEN. They THRIVE. THEY GROW. THEY WILL DO AMAZING THINGS. They aer proud of what they do.
Imagine what it would be like if you had an ENTIRE TEAM of people like this.
Your job as the leader is to create that team.
1. GET THE RIGHT PEOPLE IN THE RIGHT ROLES:
Are you leading the team you need? Or are you leading the team you have?
Nothing is as important as a leader is to create a team that is so capable that you can focus on those higher-order problems. Many managers think the job is to make the best of the team they have. THAT IS NOT THEIR JOB.
Your job is to DEVELOP, and, if necessary, to change the people so you get those idividuals who are well suited for their roles, which means you will have a team that can do whatever it takes for both now, and in the future.
2. LET PEOPLE BE AMAZING:
When you have that team, you give them important work, you support them, take a moment to step back and allow them to be amazing.
Delegate work but also POWER.
Allow your team to make decisions, solve problems, allow them to have pride in their accomplishiments.
Of course, you will also ensure they are recognized. Allow them to see you trust them, respect them.
They will move mountains, so GET OUT OF THE WAY AND WATCH THEM SHINE!!
3. GET THE CRAP OUT OF THE WAY:
As part of your responsibilities, one of the key componants to your job is to create an enviroment that is great to work in.
When you have uncertainty, worry and doubt, it drains the energy out of the organization. If you want to create a space where people thrive, you really need to ensure that your watching the sand trickle into the gears.
Make, clarify and communicate decisions.
Do not EVER allow questions & rumors to fester.
Don't leave people wondering what is important or which direction they are to go, SPELL IT OUT.
REMOVE NEGATIVITY
Remove the bullies or those who block communications.
BE ACCOUNTABLE- address missed deadlines with consequences and action plans.
Face up to, and fix broken strategies.
4. FIND THE MAGIC:
When you recognize you have someone in the right role, you will see MAGIC HAPPEN. They THRIVE. THEY GROW. THEY WILL DO AMAZING THINGS. They aer proud of what they do.
Imagine what it would be like if you had an ENTIRE TEAM of people like this.
Your job as the leader is to create that team.
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