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
The way staff engage with guests can make or break the guest experience. Likewise, how you engage with your team impacts their motivation and performance. However, a one-size-fits-all approach won’t work for either group.
Connecting with each employee takes time and effort. It requires a customized plan of action based on how that individual perceives the world around them.
Understanding personality types allows leaders to:
Personality assessments can be helpful resources for people searching to understand themselves better – and each other. Tools like the Myers-Briggs Type Indicator (MBTI) have long been used to identify personal strengths, discover potential careers, and improve interpersonal relationships.
Most of these evaluations organize test results into personality categories based on psychological factors like emotional and mental processing.
Supervisors will likely encounter primary personality types, including Drivers, Analyzers, Amiables, and Expressives. Each type brings unique strengths and potential challenges to a team, and each requires a specific approach to management. Let’s explore how leaders can connect with all of them effectively.
Pro: Drivers are natural leaders who excel at making decisions and taking charge in fast-paced environments. They thrive under pressure, take ownership of responsibilities, and focus on achieving results.
Con: Their assertiveness can sometimes be domineering or dismissive, potentially alienating more sensitive team members. They may also prioritize speed over thoroughness.
Leadership Strategy: To connect with Drivers and focus on outcomes and efficiency. Be direct and concise in your communication, and allow them to take ownership of tasks where appropriate. Recognize their achievements publicly to affirm their leadership skills. However, gently encourage them to consider the perspectives of others and balance their decisiveness with empathy.
Pro: Analyzers are meticulous and excel at problem-solving. They bring a methodical approach to tasks, ensuring quality and consistency – an invaluable trait in food preparation, housekeeping, or event planning.
Con: Their focus on details can sometimes slow down processes, particularly in fast-paced settings. They may struggle with ambiguity or decisions that require quick action.
Leadership Strategy: Provide Analyzers with clear instructions and detailed information to help them feel confident in their tasks. Offer constructive feedback and give them time to process changes. Avoid pressuring them to make hasty decisions and instead highlight their role as the “quality control” of the team. Building trust by respecting their need for precision will help them thrive.
Pro: Amiables excel at building relationships and maintaining harmony within the team. They are empathetic and often act as the “glue” that holds a group together, making them particularly effective in guest-facing roles.
Con: Their desire to avoid conflict can lead to indecisiveness or reluctance to address issues. They may prioritize relationships over tasks. As natural people pleasers, they may also struggle with hidden resentment.
Leadership Strategy: Foster a supportive environment where Amiables feel comfortable sharing their concerns. Use positive reinforcement to acknowledge their efforts to foster team cohesion. Encourage them to take the initiative and ensure that addressing challenges constructively will strengthen relationships rather than jeopardize them. Pairing them with more task-oriented teammates can help balance their relational focus.
Pro: Expressives are outgoing and excel at engaging guests and colleagues. Their enthusiasm and creativity can energize a team and make guest interactions memorable.
Con: Their tendency to focus on the “big picture” can sometimes lead to neglecting details or overpromising. They may also struggle with follow-through on tasks that require sustained focus.
Leadership strategy: Tap their creativity and energy by involving them in brainstorming sessions or guest engagement initiatives. Provide them with structured timelines and gentle reminders to ensure they stay on track. Offer opportunities for recognition and praise, as Expressives thrive on positive feedback. Encourage them to collaborate with detail-oriented team members to complement their strengths.
Service-related jobs demand more than technical skills; they require exceptional teamwork, adaptability, and emotional intelligence. Employees in this sector regularly face high-stress situations and must deliver outstanding guest experiences while working closely with colleagues who may have vastly different approaches.
By tailoring communication and management strategies to each personality type, leaders can maintain a productive work environment that translates to exceptional service for guests.
The hospitality industry thrives on human connections, not only with guests but also within teams. Drivers bring direction, Analyzers provide precision, Amiables nurture relationships, and Expressives inspire enthusiasm. Recognizing and embracing personality diversity among employees is essential for creating a cohesive and effective team.
Mastering the art of personality-driven leadership isn’t just beneficial – it’s essential. When team dynamics are strong, the guest experience will naturally follow suit, creating memorable moments that keep customers returning and team members fulfilled.
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