Go where the action is
All too often we hear hotel managers complain of having to keep ahead of the paper work, which they claim traps them to the desk. This is apart from having to attend countless meetings in-between. That said, the uncontested truth is that a majority of hotel managers fail or neglect to spend time observing all that goes on in the hotel – including talking to guests and staff.
As a hotel manager, you likely find yourself wearing more hats than you ever dreamed you would. Sentenced to work long hours, having to fulfill stakeholders’ expectations, and meet increasingly demanding guest expectations – all add to the strain of performing well. Nevertheless, there is no substitute for not spending time walking around the hotel, several times during the day – especially where the action is and during busy periods.
Receiving personal attention from the hotel manager is a gesture that guests value and will remember. Taking the time to greet only VIPs is what most managers do…and that’s not enough. Being visible on the floor to focus on customer service – be it at the front desk, restaurant, function hall or even outdoors will motivate staff to commit towards ensuring guest satisfaction.
So, while the question “How much time do you spend on the floor?” is very relevant, because no one is excused from spending time on the floor. Maybe the real question should be “How productive is the time that you spend on the floor?” Of course the amount of time that you spend on the floor is directly proportional to where you sit in your organization’s hierarchy.
A concept in Kaizan methodology suggests managers “go to where work is done.” From what one can ascertain, this requires going to where the work is being done. Effective Hotel Managers not only get out of their office to meet their HOD’s in their own comfort zones but spend a great deal of their time out of the office and in the field. This in turn, has the cascading effect of getting the HODs to do exactly the same. Stay in office most of the time and the reverse cascading effect occur!
Learning from his earlier boss Sam Walton the founder of Walmart, that leaders belong out on the floor, Jim Donald, the ex-CEO of Extended Stay Hotels and Starbucks spent half of his week talking with receptionists, stewards, housekeepers and guests in his quest to learn from customers and employees and, in turn, improve.
It’s a work balancing act. Prioritizing how much time, you as the hotel manager, can spend on the floor and how much time you set aside to work in office. Working too long in the office and being far less on the floor can end up having to walk on shattered glass.
Don’t become disconnected from your guests and staff – particularly those working at the frontlines.
Shafeek Wahab –Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-Hotelier
|
|
|
|
