Providing Guidelines for Empowered Behavior

“Make certain that you have given people, or made sure that they have access to, all of the information they need to make thoughtful decisions.”

Susan M. Heathfield

Guidance to Leaders

Hospitality operations need to ensure that leaders provide guidelines and information for empowered behavior as discussed in Leadership on the Line.

“. . . in addition to showing them what to do, you need to explain in depth the reasons behind various duties.  If they are to grow into broader responsibilities, they will need to have knowledge, not just technical experience.”

“When leaders become absorbed in their own sense of urgency about plans, projects, and priorities, it is easy to forget that employees lack this valuable information.  To foster this same sense of urgency in employees, communicate the details of such planning when appropriate.”

Providing Information

Having developed the necessary environment for empowerment by valuing and trusting employees, while communicating values and goals to them, the leader’s next step is to establish the framework for empowered action.

With the understanding that most hospitality employees have never experienced working in an empowered organization, the leader must plant the seeds of empowerment by suggesting ways in which employees can act in empowered ways.

1.   Develop a list of most frequent customer complaints or issues.  By enlisting your employees’ help in identifying problem areas or issues, you send a strong message to them that you value their opinions and input.  This is the first step in helping them realize that they can be empowered to solve the problems.

2.   Brainstorm empowerment opportunities.  Once your team has identified problem areas, brainstorm with them how these problems might be properly resolved.  In the give and take discussion while brainstorming, your team will gain deeper insights of how and why problems should be resolved in particular ways and what might be the best resolution of a particular issue.

3.   Establish standards or limits of empowerment.  As the leader, you should guide the discussion to the appropriate solutions.  Ultimately, while employees may make decisions and take empowered action, it is up to you to ensure that they take the appropriate action and understand the guidelines of their authority.  In other words, you’re responsible for establishing the standards and limits of their empowerment.

4.   Challenge your team to work on one or two of the identified problem areas.  Select the most pressing of the identified problem areas or those that represent easy-to-fix issues; then challenge your team to make decisions on their own and take action to resolve them.  Make sure they understand that they will not be punished for doing the wrong thing and that any errors will only be used as learning opportunities for everyone involved.

5.   Set up a schedule of ongoing meetings.  Meetings every week or so are opportunities to review how the team is doing, what problems they’ve encountered, how they might resolve such problems, and to encourage the team toward further empowerment.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the hospitality industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hospitality hardworking  managers throughout the country and around the world.

Hospitality Resources International – Management Resources for the Hospitality Industry!

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