What specific balance of ingredients is necessary to provide effective and well-received feedback to your hotel staff ?
Providing feedback to employees is an essential aspect of any manager’s role, regardless of the industry. However, in the hospitality industry, where guest satisfaction is paramount, giving feedback can be particularly challenging. In many cases, it’s necessary to provide constructive criticism or negative feedback in a way that encourages growth without discouraging your employees.
This requires a delicate balance of honesty, diplomacy, and empathy. With that in mind, here are some tips that can help you navigate the nuances of providing feedback to your hotel staff:
Be specific: When giving feedback, it’s important to be specific about what your employee did or did not do well. For example, instead of saying “your customer service skills need improvement,” try saying “when you spoke with the guest, you didn’t address their concerns effectively.” Being specific helps employees understand what they need to do to improve and provides clear goals to work toward.
Focus on behavior: It’s important to focus on the behavior, not the person. For example, instead of saying “you’re not a good team player,” try saying “when we were short-staffed, you didn’t offer to help your colleagues.” Focusing on behavior avoids personal attacks and helps employees understand the impact of their actions.
Use “I” statements: Using “I” statements can help to make feedback feel less accusatory. For example, instead of saying “you’re always late,” try saying “I noticed that you’ve been arriving late to work recently.” “I” statements help to avoid making assumptions about an employee’s behavior and make feedback feel less confrontational.
Be timely: Providing feedback in a timely manner is crucial in the hospitality industry, where customer satisfaction is key. If a guest complains about a staff member’s behavior, it’s essential to address the issue as soon as possible. Similarly, if you observe an employee struggling with a task or behaving inappropriately, it’s important to provide feedback promptly. This way, your employees can make the necessary improvements quickly, and you can avoid any negative impact on guest satisfaction or staff morale. For example, if a guest complains about a staff member being rude or unhelpful, it’s important to speak with the staff member as soon as possible. You can provide specific examples of the behavior that was observed and explain why it was not appropriate. Then, you can offer suggestions for how the staff member can improve their behavior in the future.
Offer solutions: Don’t just provide negative feedback; offer solutions for improvement. For example, instead of saying “you need to be more organized,” try saying “here are some strategies for staying on top of your tasks.” Offering solutions helps employees understand what they can do to improve and provides clear steps for moving forward.
Providing constructive feedback is essential for the growth and development of your hotel staff. By following these tips, you can provide feedback in a way that is both helpful and encouraging.
For more information on best practices for providing feedback to staff, we recommend the following resources:
Forbes – Giving Feedback? 15 Ways To Keep It Constructive: https://www.forbes.com/sites/forbescoachescouncil/2020/06/18/giving-feedback-15-ways-to-keep-it-constructive/
Zavvy – 7 Tips for Giving Effective Feedback to Employees + Expert Advice: https://www.zavvy.io/blog/effective-feedback
Indeed – How To Respond to Constructive Feedback in 7 Steps: https://www.indeed.com/career-advice/career-development/response-to-feedback