登录查看更多内容

Last updated on 2024年6月17日

What do you do if your hospitality staff is not meeting service standards?

由人工智能和领英社区提供技术支持

Ensuring your hospitality staff meets service standards is crucial for customer satisfaction and business success. When standards slip, it's important to act swiftly but thoughtfully. Addressing issues of underperformance in the hospitality industry can be delicate, as it often involves direct interaction with guests. Your approach should be constructive, aiming to uplift your staff's service quality without compromising morale. The following steps can guide you through the process of managing and improving your staff's performance to align with the high standards expected in the hospitality sector.

此文章中的业界达人

由社区从 16 条内容中精选。了解更多

Craig S. Smith

CEO, Aimbridge Hospitality

2 个答复
Alok Kaul

Founder,Entrepreneur, Hotelier, Healer, Trainer, Wellness Expert,Customer Engagement Expert, Hospitality Expert

3 个答复
Pradeep Bijlwan

Director of Rooms Luxury trained hotelier Work experience with : World famous Iconic hotel –Majestic Palace hotel…

1 Identify Issues

The first step in addressing subpar service is to pinpoint the exact areas where your hospitality staff is falling short. This requires a thorough evaluation of performance standards and customer feedback. Look for patterns in service lapses, whether they're related to attitude, efficiency, or adherence to protocols. It's crucial to understand the root causes of these issues, as they can stem from inadequate training, personal challenges, or a lack of motivation. A clear understanding of the problems will help you devise an effective strategy to address them.

添加您的观点

Fajal Luckhman

Empowering Hospitality Tech & Maximizing Revenue | 17+ Years of Expertise in Business Strategy, Marketing & IT | Proven Results Across the GCC
(已编辑)
举报内容
Train, Train and Train, Training is very important in any field , if you are not getting the right results, Train them and make them understand how things need to be done and your expectations.

已翻译

赞
Jose Ramón Pe?a

Experto en gestión empresarial en la industria de viajes y turismo
举报内容
En este sentido es muy importante identificar los puntos claves de servicio y monitorear con distintas herramientas como encuestas de satisfacción, estudios focalizados de mercado o cumplimiento de objetivos para encontrar la raíz del reto al que nos estamos enfrentando. De no ser asi, podremos estar atacando un reto diferente o desenfocar nuestros esfuerzos en vano y no priorizar los esfuerzos y ser poco efectivo en las soluciones

已翻译

赞
Karan Savita

Senior Recruiter - Talent Acquisition
举报内容
When hospitality staff are not meeting service standards, it's crucial to address the issue promptly. Start by providing clear feedback to the staff members involved, highlighting specific areas where improvement is needed. Offer additional training or support to help them meet expectations, whether it's in communication skills, time management, or customer service techniques. Monitor their progress closely and provide ongoing feedback to ensure that they are able to consistently deliver the desired level of service.

已翻译

赞
Maxime Hops

Director of Sales & Marketing at Grand H?tel du Lac, Vevey Member of Relais & Chateaux and Swiss Deluxe Hotels
举报内容
People make all the difference in service industries. Hire employees with naturally wonderful personalities, invest in them, and empower them with the tools and freedom to be excellent.

已翻译

赞

加载更多内容

2 Provide Feedback

Once issues are identified, provide constructive feedback to your hospitality staff. It's important to be specific about what aspects of their service need improvement and why. Feedback should be given in a manner that is supportive and encouraging, rather than punitive. This can be done through one-on-one meetings or performance reviews, ensuring that communication is clear and that staff members understand the expectations and how to meet them. Remember that the goal is to empower your employees to perform better, not to discourage them.

添加您的观点

Jose Ramón Pe?a

Experto en gestión empresarial en la industria de viajes y turismo
举报内容
En los servicios de hotelería es muy importante preparar a los equipos no solo después de la operación para dar feed back, sino antes de la misma. Un pre briefing ayuda de manera exponencial a cumplir las metas de servicio y entender por parte del equipo los objetivos trazados. Si tu equipo no está cumpliendo los estándares requeridos y no has implementado un breafing antes de iniciar los servicios, te lo recomiendo ampliamente

已翻译

赞

3 Offer Training

If service standards are not being met due to a lack of skills or knowledge, offering additional training can be a highly effective solution. This might include refresher courses, workshops, or one-on-one coaching sessions. Training should be tailored to address specific deficiencies and designed to help staff improve their service delivery. Encouraging continuous learning and development not only helps in maintaining service standards but also contributes to employee satisfaction and retention.

添加您的观点

Alok Kaul

Founder,Entrepreneur, Hotelier, Healer, Trainer, Wellness Expert,Customer Engagement Expert, Hospitality Expert
举报内容
This is the real current situation. The training and mentorship has decreased over the last decade. And the current generation have a different approach. Therefore the only way to get the standards in place is to know the workforce and train and train. Role plays and a live training technique makes it interesting. Use acting and making reels as a training tool need be.

已翻译

赞
Pradeep Bijlwan

Director of Rooms Luxury trained hotelier Work experience with : World famous Iconic hotel –Majestic Palace hotel –Ultra All Inclusive Resort-Private Island resorts.
举报内容
Great ?? points - always hire new team members who are willing to learn and show potential hunger towards the future careers growth

已翻译

赞
Pooja Kumari

Deputy Executive Housekeeper (HOD)
举报内容
Tailored training programs such as refresher courses, workshops, or one-on-one coaching sessions can be highly effective in helping staff enhance their service delivery. By promoting continuous learning and development, you not only boost service quality but also increase employee satisfaction and retention.

已翻译

赞
Jose Ramón Pe?a

Experto en gestión empresarial en la industria de viajes y turismo
举报内容
La clave para llegar a las metas propuestas en servicios de hotelería es la capacitación. Pero antes debemos identificar realmente donde se necesita . Por eso determinar con herramientas que le tomen el pulso a nuestro ciclo de servicio donde debemos mejorar es crucial. De esta manera podremos aplicar la capacitación correcta en el momento correcto para llegar a los niveles que nos hemos trazado

已翻译

赞

4 Monitor Progress

After providing feedback and additional training, it's important to monitor progress to ensure that improvements are being made. This could involve follow-up evaluations, customer satisfaction surveys, or regular check-ins with staff members. Monitoring progress helps you understand if your interventions are working and if further action is needed. It also shows your staff that you are invested in their development and success, which can boost morale and motivation.

添加您的观点

5 Adjust Operations

Sometimes, service issues are not solely the fault of individual staff members but are symptomatic of broader operational challenges. In such cases, consider making adjustments to your hospitality business's operations. This could involve changing workflows, updating protocols, or even altering the work environment to better support your staff in delivering top-notch service. Remember, an environment conducive to high performance benefits both your employees and your customers.

添加您的观点

6 Reinforce Culture

Lastly, reinforcing a positive service culture within your hospitality business is essential for long-term improvement. Celebrate successes and recognize staff who consistently meet or exceed service standards. This not only motivates them but also sets a benchmark for others. Building a culture where excellent service is valued and rewarded encourages all staff members to strive for high performance and takes your hospitality service from good to great.

添加您的观点

Craig S. Smith

CEO, Aimbridge Hospitality
举报内容
The most successful GMs think of their role akin to that of a parent. It's an intentional mindset and a nod to the fact that hotels aren’t just buildings with colleagues who just happen to be on the same shift. They’re "families” with a unique bond. Doesn’t make it perfect (no family is), but “The Parent” GM seeks to brings out the very best in those they’re "bringing up." Importantly, this means showing up in good times and bad, on-property and off-property. When you’re a GM, you have responsibilities for your own family and the responsibility to care for everyone within the walls of the hotel and to treat them like family. Talk about dual reporting!

已翻译

赞
Maxime Hops

Director of Sales & Marketing at Grand H?tel du Lac, Vevey Member of Relais & Chateaux and Swiss Deluxe Hotels
举报内容
A culture of excellence among staff is what creates a luxury experience (and can create great customer experience in more affordable contexts, as well). It’s critical that people leading service staffs imagine themselves as chief culture officers, fostering cultures of excellence by instilling shared values, celebrating great performance, being highly visible, and leading by example. The best leaders model the behavior they want to see from employees. They treat staff with care and generosity so that staff will treat customers with care and generosity. They listen intently to staff so staff will listen intently to customers.

已翻译

赞

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?

添加您的观点

Craig S. Smith

CEO, Aimbridge Hospitality
举报内容
You’ll Know It’s Working, When … Good parenting is nuanced. So too is a parental management style. Here’s how you’ll know it's working: Your "work family" will start referring to their workplace as “my hotel” or “my resort.” It’s a subtlety with immense meaning.

已翻译

赞
Dr. Neville A. Mehta

A skilled CEO with an intensive record of Global diversified strategic management. A multifaceted leader. Driven by an indigenous need to accelerate business development, humanitarian and community welfare projects
举报内容
Evaluated training coupled with incentives & motivation. DO IT YOURSELF” method helps a great deal to inflate morale. Sense of belonging & ownership is what will help considerably.

已翻译

赞
Jose Ramón Pe?a

Experto en gestión empresarial en la industria de viajes y turismo
举报内容
Este tipo de problemas empieza desde la seleccion de personal. Hay que aplicar pruebas que nos permitan conocer el nivel de servicio estimado de la persona que vamos a contratar. Debemos tener un estándar mínimo y no dejarnos seducir por la premura o la necesidad. Simples datos objetivos puros y duros al principio. Después debemos tener una cultura fuerte de servicio. De nada nos sirve tener una persona con don de gentes si nuestra cultura no está a la altura de lo que esperamos. Liderar con el ejemplo en todos y cada uno de los sectores de la organización. Capacitar, capacitar y capacitar sin descanso. Hacer que nuestro equipo se sienta a gusto para retener el mejor personal. Son estrategias ( fáciles) de pensar ( difíciles) de implementar

已翻译

赞
Benjamin Wojczynski

Hospitality Professional
举报内容
Being a leader in hospitality, you need to be on the frontlines with your team on a regular basis. If you start to see your that team’s not meeting service standards, it could be a sign that you need to hop on the front desk or assist the restaurant host periodically. This allows you to provide on the spot feedback and lead by example!

已翻译

赞

Hospitality

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What do you do if your hospitality staff is not meeting service standards?

1

2

3

4

5

6

7

1 Identify Issues

2 Provide Feedback

3 Offer Training

4 Monitor Progress

5 Adjust Operations

6 Reinforce Culture

7 Here’s what else to consider

Hospitality

给文章评分

感谢您的反馈

更多Hospitality相关文章

更多相关阅读内容