How can you communicate the importance of service to your employees?

1 Define your service standards

The first step to communicate the importance of service is to define what service means for your business. You need to establish clear and measurable service standards that reflect your brand values, customer expectations, and operational goals. Your service standards should cover all aspects of the guest experience, from the moment they make a reservation to the moment they leave your premises. You should also communicate your service standards to your employees through training, manuals, posters, or other methods.

3 Empower your employees

The third step to communicate the importance of service is to empower your employees. You need to give your employees the authority and autonomy to make decisions and take actions that benefit the guests. You can do this by providing them with the necessary resources, tools, and information to perform their tasks effectively. You can also encourage them to use their creativity, initiative, and judgment to exceed guest expectations and create memorable experiences. By empowering your employees, you can increase their motivation, engagement, and loyalty to your business.

4 Solicit and share feedback

The fourth step to communicate the importance of service is to solicit and share feedback. You need to collect feedback from your guests and your employees on a regular basis to evaluate your service performance and identify areas for improvement. You can do this by using surveys, comment cards, online reviews, or other methods. You should also share the feedback with your employees, both positive and negative, and discuss how to maintain or enhance your service quality. By soliciting and sharing feedback, you can foster a culture of continuous learning and improvement in your organization.

5 Reward and celebrate service

The fifth step to communicate the importance of service is to reward and celebrate service. You need to recognize and appreciate your employees who demonstrate service excellence and go above and beyond their duties. You can do this by offering them incentives, bonuses, promotions, or other forms of recognition. You can also celebrate your service achievements as a team, such as reaching a certain satisfaction score, receiving a positive review, or winning an award. By rewarding and celebrating service, you can boost your employees' morale, confidence, and pride in their work.

6 Communicate regularly and consistently

The sixth and final step to communicate the importance of service is to communicate regularly and consistently. You need to reinforce your service message and values to your employees on an ongoing basis. You can do this by holding regular meetings, sending newsletters, posting reminders, or other methods. You should also communicate your service vision, mission, and goals to your employees and align them with their roles and responsibilities. By communicating regularly and consistently, you can ensure that your employees understand and embrace your service philosophy and culture.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?