How do you measure and reward your hospitality staff?

1 Set clear and realistic goals

The first step is to define what you expect from your staff and how you will evaluate their performance. You can use SMART criteria (specific, measurable, achievable, relevant, and time-bound) to create clear and realistic goals for each role and task. For example, you can set a goal for a front desk agent to check in 20 guests per hour with a satisfaction rating of at least 8/10. Make sure you communicate these goals to your staff and provide regular feedback on their progress.

2 Use multiple sources of data

To measure your staff performance, you need to use multiple sources of data that capture both the quantity and quality of their work. You can use quantitative data such as sales, occupancy, revenue, productivity, and customer satisfaction ratings. You can also use qualitative data such as customer reviews, feedback forms, peer evaluations, and self-assessments. You can use a balanced scorecard approach to combine different types of data and measure your staff performance from different perspectives.

3 Reward fairly and consistently

To reward your staff, you need to have a transparent and consistent system that links their performance to their recognition and compensation. You can use a combination of monetary and non-monetary rewards to motivate your staff and show your appreciation. For example, you can offer bonuses, commissions, tips, raises, or promotions for achieving or exceeding your goals. You can also offer non-monetary rewards such as praise, recognition, certificates, badges, gift cards, or extra time off for demonstrating exceptional skills or behaviors.

4 Customize and personalize

To make your rewards more meaningful and effective, you need to customize and personalize them according to your staff preferences and needs. You can use surveys, interviews, or observation to find out what your staff value and enjoy the most. You can also use different types of rewards for different levels of performance or different types of achievements. For example, you can offer a group reward for a team that works well together, or an individual reward for a staff member who goes above and beyond.

5 Review and improve

To ensure your staff performance and recognition system is working well, you need to review and improve it regularly. You can use data analysis, feedback, and surveys to evaluate the impact and effectiveness of your system. You can also ask your staff for their input and suggestions on how to improve it. You can make adjustments and changes based on the results and feedback you get. You can also celebrate and share your successes and learn from your challenges.

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?