Commitment to 1 on 1’s/Timeliness of Accountability Conversations
- Be consistent with everyone. Set an appointment and keep it.
- Make it a date. Do something fun, bring some candy, ice cream bars, coffee, etc. Nobody likes to break a date!
GM/PMT Open Door Policy for all Team Members Both in the Workplace & Outside
- Set parameters around Open Door Policy – Post a schedule to highlight availability.
- Have a schedule outside your office each week that shows time you are available to chat.
- If they have concerns or issues they want to address, have them come up with their own solution or two so it doesn’t just rest on management trying to solve it.
- If it concerns the safety of your Team Members, guests, or family then reach out at anytime.
- Listen intently and summarize what the Team Member said to you. Turn off your phone, close your computer, don’t look at your computer or do other work while listening to them. And always take notes.
- Follow up to ensure the issues have been resolved or to see how things are going.
Leading by Example/Leaders at Every Level
- Do the work you expect of them. Jump on front desk and help check people in when busy, help them clean a room or make a bed every so often, go out on sales calls with your sales leader, help with breakfast.
- Help Coach your Team Members on their weaknesses and praise/promote their strengths.
- Be kind and respectful to all Team Members and guests when communicating with them.
Schedule More Meaningful Connections (personalize)
- Learn personal details about the Team Member – family/pets/interests/etc.
- Do the 1 on 1’s, start with the “It’s all about you” portion.
- Tailor your leadership style with each Team Member as you get to know how they prefer to be led.
- Fully complete onboarding/orientation before they work on their own.
- Endure the short-term pain of training a new hire correctly and enjoy the long-term benefit of an engaged Team Member who does the job right.
- Only allow training with your strongest Team Member –understanding that your technically strong Team Member could be different than your exceptional service provider.
- Follow through on promises made.
- Learn about your Team Members outside of work to surprise them with things they like on Birthdays/special occasions/celebrations/etc. Ask about their families so they truly know how much we care. Essentially, using the Getting to Know You form.
- Make effort daily to walk around and say hello to Team Members, thank them at end of day, try to make sure you’re getting to different shifts.
- Spend dedicated time at least once a month, (more often if possible), working with Team Members or at least being by their side and asking about their day, hobbies, etc.
- If Team Member needs help/asks for assistance, help if you can. Have them work with someone who maybe they normally don’t, work with and who is an expert in the area in question. Have them explain how to learn or get better at it.
Owning It/Personal Accountability
- Timely discipline when direct action needs to be taken.
- Remember bad news does not improve with age.
Cultivate a Culture Where Just Because It Isn’t in Your Job Description Doesn’t Mean It Isn’t Your Job Cross-training of Team Members.
- Cross-training of Team Members
- Give COD cards whenever you see a Team Member doing something outside of their daily role or helping out another Team Member or Department.