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You’re dealing with a team member who is constantly late. How can you help them become more punctual?

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Lateness is a common problem in the hospitality industry, especially when shifts are long and unpredictable. It can affect the quality of service, the morale of the team, and the reputation of the business. If you’re dealing with a team member who is constantly late, you might feel frustrated, angry, or disappointed. But before you lose your patience or fire them, you can try some strategies to help them become more punctual. Here are some tips to address the issue and improve your team’s performance.

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Waldin Duran, CHIA

Director de Ventas & Marketing | Gerente General | Influencer Hotelero | Innovación con Inteligencia Artificial…

1 Identify the causes

The first step is to understand why your team member is late. There might be some valid reasons, such as personal problems, health issues, transportation difficulties, or childcare arrangements. Or there might be some deeper issues, such as lack of motivation, poor time management, or disrespect for the rules. You can find out by having a private conversation with them and listening to their side of the story. Be empathetic and respectful, but also firm and clear about your expectations.

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Waldin Duran, CHIA

Director de Ventas & Marketing | Gerente General | Influencer Hotelero | Innovación con Inteligencia Artificial Generativa | Keynote Speaker | Liderazgo en Operaciones Hotel
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In a supportive meeting with a team member frequently arriving late, you gently inquire about their situation. They reveal struggles with childcare in the morning. Understanding their challenge, you collaboratively discuss possible adjustments to their schedule, balancing team efficiency with their personal needs. This conversation, rooted in empathy and mutual respect, not only seeks to solve the punctuality issue but also strengthens team dynamics by demonstrating care and flexibility. Such openness fosters a workplace where challenges are met with collective problem-solving, enhancing both individual and team resilience.

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Peter Lukacs, MSc

Hospitality Expert
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Address the issue privately, express concern about their punctuality, and inquire if there are any underlying reasons for their tardiness. Offer support and collaborate on finding solutions, such as setting clearer expectations or exploring time-management strategies.

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2 Set clear goals and consequences

The next step is to set some realistic and measurable goals for your team member to improve their punctuality. For example, you can ask them to arrive 15 minutes before their shift starts, to check in with you every morning, or to keep a log of their arrival times. You can also agree on some consequences if they fail to meet the goals, such as verbal warnings, written warnings, or disciplinary actions. Make sure you document everything and follow up regularly.

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Peter Lukacs, MSc

Hospitality Expert
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Establish clear expectations regarding punctuality, outlining specific arrival times and consequences for repeated tardiness. Clearly communicate these guidelines, and ensure the consequences are fair but firm. Regularly check in with the team member to monitor progress and provide constructive feedback.

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3 Provide support and feedback

The third step is to provide your team member with the support and feedback they need to achieve their goals. You can offer some practical solutions, such as adjusting their schedule, arranging carpooling, or providing childcare subsidies. You can also give them some tips on how to manage their time better, such as using a planner, setting alarms, or avoiding distractions. You can also praise them when they show improvement and encourage them to keep up the good work.

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Peter Lukacs, MSc

Hospitality Expert
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Offer assistance in overcoming challenges that may contribute to their lateness. Provide constructive feedback on their efforts to improve punctuality, acknowledging any positive changes while addressing areas that still need attention. Encouragement and ongoing communication can help them stay on track.

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4 Involve the team

The fourth step is to involve the rest of the team in the process. You can explain to them why your team member is late and how you are helping them. You can also ask them to support and motivate your team member, such as by reminding them of their shifts, offering rides, or sharing their own experiences. You can also acknowledge the impact of lateness on the team and thank them for their patience and cooperation.

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Peter Lukacs, MSc

Hospitality Expert
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Engage the team in a discussion about punctuality expectations and the impact of tardiness on the group. Encourage open communication and collaboration to find collective solutions. Team involvement can foster a sense of shared responsibility and motivate the individual to be more punctual.

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5 Evaluate the results

The final step is to evaluate the results of your intervention. You can measure the progress of your team member by comparing their arrival times before and after the goals were set. You can also assess the impact of their punctuality on the service quality, the team morale, and the customer satisfaction. You can then decide whether to continue, modify, or terminate the intervention. You can also reward your team member for their improvement or take further action if they fail to improve.

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Peter Lukacs, MSc

Hospitality Expert
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Regularly assess the team member's punctuality progress by tracking attendance and timeliness. Compare the current situation with the established goals and consequences. If improvements are noted, acknowledge them; if issues persist, revisit the strategies and adjust accordingly. Regular evaluations help maintain accountability and guide further interventions if needed.

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6 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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You’re dealing with a team member who is constantly late. How can you help them become more punctual?

1

2

3

4

5

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1 Identify the causes

2 Set clear goals and consequences

3 Provide support and feedback

4 Involve the team

5 Evaluate the results

6 Here’s what else to consider

Hospitality Management

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You’re dealing with a team member who is constantly late. How can you help them become more punctual?

1

2

3

4

5

6

1 Identify the causes

2 Set clear goals and consequences

3 Provide support and feedback

4 Involve the team

5 Evaluate the results

6 Here’s what else to consider

Hospitality Management

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