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Your team is divided on service standards. How do you resolve conflicting views effectively?

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In hospitality management, aligning your team on service standards is crucial for delivering consistent and high-quality customer experiences. However, when your team is divided on what those standards should be, it's essential to navigate the conflict effectively to maintain a cohesive service strategy. Your role as a leader is to facilitate a resolution that respects diverse opinions while steering the team towards a unified approach.

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1 Understand Issues

To resolve conflicting views on service standards, first, listen to each team member's perspective. Understanding the root of the disagreement is vital. Are there concerns about practicality, customer expectations, or are there deeper issues related to work culture? By acknowledging the validity of each viewpoint and showing empathy, you create an environment where solutions can be discussed openly. This step is not about agreeing with everyone but about ensuring that all voices are heard and considered.

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2 Encourage Dialogue

Once you've understood the issues, encourage open dialogue among your team. Facilitate a meeting where each member can express their thoughts without interruption. This exchange of ideas can lead to a deeper understanding and respect for different viewpoints. It's important that this dialogue remains constructive and focused on the goal of enhancing service standards. As a mediator, guide the conversation to prevent it from becoming counterproductive or confrontational.

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Rich Wright

Leveraging 18 years of hospitality experience to benefit partnerships and drive mutually beneficial growth
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Having a team that is open to dialogue and communication is already a key part of any succesful hospitality business. Getting the necessary parties together is the clear first step but I have used different methods over the years to help facilitate the discussion. These have ranged from practical run throughs to whiteboard brain storms. I personally prefer the physical run through as it helps show the flow of service the person is trying to acheive, plus its always good to be up and have the blood flowing when trying to engage people rather than sat in circles.

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3 Identify Common Ground

In the midst of diverse opinions, there is often common ground that can serve as a foundation for agreement. Highlight the shared values and objectives that everyone on the team can agree upon. This could involve commitment to customer satisfaction or upholding the brand's reputation. By focusing on these shared goals, you can begin to bridge the gap between conflicting views and work towards a compromise that serves the best interest of both the team and the customers.

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4 Propose Solutions

With a clear understanding of the issues and common goals established, propose potential solutions. These should aim to address the concerns raised by team members while moving towards a unified standard. It's critical that these solutions are practical and achievable, as unrealistic proposals can lead to further division. Invite feedback on these suggestions and be willing to adapt them based on the team's input, fostering a sense of ownership and collaboration.

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5 Implement Changes

After reaching a consensus on the solutions, it's time to implement the changes. This step requires clear communication of the new service standards and the reasons behind them. Training may be necessary to ensure that all team members are equipped to meet these updated expectations. Monitor the implementation closely and be prepared to make adjustments as needed. It's crucial to demonstrate that you are committed to these changes and that you support your team through the transition.

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6 Evaluate Results

Finally, evaluate the impact of the updated service standards. Gather feedback from both team members and customers to assess whether the changes have improved service delivery. This evaluation should be ongoing, as service standards may need to evolve with changing customer expectations or business objectives. Use this feedback to make further refinements and continue the cycle of improvement, always striving for excellence in hospitality management.

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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?

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Your team is divided on service standards. How do you resolve conflicting views effectively?

1

2

3

4

5

6

7

1 Understand Issues

2 Encourage Dialogue

3 Identify Common Ground

4 Propose Solutions

5 Implement Changes

6 Evaluate Results

7 Here’s what else to consider

Hospitality Management

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Your team is divided on service standards. How do you resolve conflicting views effectively?

1

2

3

4

5

6

7

1 Understand Issues

2 Encourage Dialogue

3 Identify Common Ground

4 Propose Solutions

5 Implement Changes

6 Evaluate Results

7 Here’s what else to consider

Hospitality Management

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感谢您的反馈

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