Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Proper leadership is as essential to a company as anything in business. Poor leadership leads to high turnover and demotivated employees, wearing down your productivity levels. Disgruntled employees are going to have a much harder time providing an excellent guest experience. You can save thousands by keeping your employees happy.
Gallup, an analytics and advisory firm, found that poor leadership costs U.S. corporations $550 billion annually. More than 6 in 10 employees would prefer a new manager over a pay raise. Gallup reports that a good leader can increase productivity by an average of 11 percent per employee. Energized and productive workers are sure to provide better customer service.
Good leadership also ensures that all tasks are appropriately delegated, and employees have a clear understanding of what to do. The hospitality industry can be fast-paced and demanding. Managers and supervisors must have time to take care of their own responsibilities without having to worry about those reporting to them.
But the ability to do all of this hinges on your qualities as a leader.
Integrity builds trust and credibility, creating a positive work environment and loyalty among employees. Consistently adhere to standards you’ve set for others, be transparent in your decision-making, and treat all team members fairly and with respect. Address any issues openly and promptly. If you make a mistake or there’s a mix up on your end, take ownership of it. Employees are far more likely to respect honesty than avoidance or blame.
Effective communication includes skills such as active listening, and effective verbal and written communication. Communication hinges on the capacity to define goals, articulate plans to reach those goals, convey responsibilities to employees, and offer constructive feedback. Hold regular team meetings or one-on-one check-ins to keep employees informed about company news, updates, and performance feedback. Consistent communication helps everyone stay on the same page.
Conflicts between employees or guests can lead to negative customer experiences and potentially damage the establishment’s reputation. Effective conflict resolution ensures that issues are addressed promptly and professionally, minimizing disruptions to service and preventing potential reputational harm. When issues arise, don’t react emotionally. Your calm demeanor can help de-escalate tense moments and set a positive tone for resolution.
Managers who exhibit empathy understand and connect with both their guests and employees on a deeper level. For guests, feeling valued and understood improves their overall experience, leading to positive reviews, repeat business, and loyalty. Empathy also contributes to a positive work environment, leading to employee satisfaction and retention. When you show empathy to your team members, it boosts morale and motivation, as well as job performance and productivity. Acknowledging and validating employees’ feelings and perspectives, even when faced with challenges, is crucial.
Being adaptable is essential to be an effective leader. Unexpected situations, such as last-minute changes in guest preferences, staff shortages, or unforeseen events, are common. You need to be flexible to respond effectively to these challenges. Demonstrate flexibility by being open to schedule adjustments when possible, allowing for work-life balance and promoting employee well-being. Providing this to your employees won’t leave them wanting a new manager! They’re more likely to stick around and contribute to your excellent guest service.
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