Do your hotel staff know the score? ~ Part 5
Don’t forget the value of the impromptu communication. This might be anything from a simple “thank you everyone” at the end of a busy shift, to the ’emergency briefing’ when something big hits. The thing is these are impromptu – either loses its impact if scheduled in advance and in the case of the emergency briefing the jungle drums and rumours will take over if delayed.
Communication was one of the topics covered in “How to Give Your Hotel a Competitive Edge” series of interviews, and my new online leadership coaching programme is being launched in September.
Do your hotel staff know the score? ~ Part 2
A daily briefing (with the whole team if numbers are small enough to make this logistically possible is ideal, or by department) can update everyone on anything that affects that day’s operation. It’s also a great way to get feedback from them too on things that need addressing sooner rather than later.
Cover such information as:
- VIP guests
- Special needs (e.g. disabled guests, special diets)
- Regular guests and any known preferences, so staff can anticipate their requirements
- Today’s menu and tasting, with details of all the ingredients of each dish, what to promote today, and what’s in short supply (even if only one dish has changed from yesterday’s menu, make sure it is communicated)
- What special offers, events or deals you have coming up that need to be mentioned
- What other activity there is in the hotel or surrounding area that could affect service in any way, e.g. maintenance, road works, concerts, weather.
- Staff shortages, and cover of responsibilities
These actions ensure your staff are fully briefed and competent to deal with any guest’s queries or concerns.
A daily briefing also provides an opportunity for you to get feedback on any guest comments. You can discuss any questions or suggestions your team may have about operational issues that could have a bearing on the level of service or sales potential of the hotel. So, even on your busiest mornings make sure these briefings still happen – it’s generally on the days that are your busiest that things go wrong, and it’s generally your busiest days when you have the best opportunities for increasing sales.
Tomorrow we’ll look at regular update meetings.
My new online leadership coaching programme is being launched in September