“Provide frequent feedback so that people know how they are doing. Sometimes, the purpose of feedback is reward and recognition. People deserve your constructive feedback, too, so they can continue to develop their knowledge and skills.”
Susan M. Heathfield
Guidance to Leaders
Hospitality enterprises need to ensure that leaders provide frequent feedback by making such feedback part of their Organizational Values and Culture.
“(Employees) have a need and the right to know how their performance is contributing to the achievement of . . . goals. Continuous feedback is essential.”
“Recognition is important to all of us. If we have the authority to correct, we also have the responsibility to praise. We cannot have one without the other.”
Principles of Employee Relations
“Unless you make a concerted effort to provide employees proper direction, feedback, and ongoing growth opportunities, delegating may alienate them. In other words, don’t use them. You need to put effort into their growth and make it worthwhile for them as well as for you.”
Leadership on the Line, p. 53
“There are seldom opportunities for dramatic heroism in most businesses. However, there are the daily, dedicated efforts of employees faced with monotonous routine, difficult situations inherent in customer service, and detail, detail, detail. Employees should be recognized for the quiet, unprepossessing heroism that this involves. Simply put, do not forget to thank your employees for the good things they do every day – it probably outweighs the bad 50 to 1.”
Leadership on the Line, p. 59
“Once goals have been established, constantly reiterate them and provide feedback to employees regarding their efforts to achieve them. Most people want to participate in a larger effort and know how their daily efforts are contributing.”
Leadership on the Line, p. 64
When you turn your empowered employees loose to make their contribution to the team’s goals, you must continually monitor what they are doing and provide meaningful feedback so they know how they’re doing.
Like a sailor continually monitoring the sea and wind while trimming his sails and adjusting the rudder to most efficiently sail a course, the leader must monitor the team’s efforts and tell them what they are doing right and how they might improve performance. This frequent feedback accomplishes two important things:
- t validates and reinforces what the team is doing right, and
- It modifies and enhances those things that could be improved.
The bottom line is that feedback will give them confidence in what they are doing and this confidence will promote even more empowered behaviors.
Excepted from The Power of Employee Empowerment, Hospitality Resources International
Thanks and have a great day!
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 hardworking hospitality managers throughout the country and around the world.
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