You may direct and manage your operation, but it’s the line employees who deliver the quality and service you envision for your members and their guests. Without an effort to inspire extraordinary performance from this critical staff, they will respond like many other hourly employees in other industries – just going through the motions without dedication or passion, doing what they have to do to get by and collect their paychecks.
This may be enough for a lot of jobs, but it doesn’t cut it in an industry whose very name implies warm, friendly, hospitable service.
Recognizing as everyone should that such service flows from dedicated and passionate leaders, what are some practical things you should be doing to engage and inspire your work teams.
- Value Your People
- Paint the Vision
- Communicate Expectations
- Overcome Obstacles
- Build Strong Relationships
- Foster Teamwork
- Handshakes and High Fives
- Give Thanks
- Address and Provide Closure on Issues
- Insist on the Right Attitude
- Set the Example
- Do the Right Thing
- Provide an “Open Mind” instead of an Open Door
- Demonstrate Consistency and Common Decency
- Give Them More than Just a Paycheck
- Recognize the Consequences of your words and actions.
By consistently doing the above in all your dealings with staff, you build trust, establish meaningful relationships, and inspire your people with your daily engagement and example. The impact on the quality and service your team provides will be astounding. This then is the heart of Service-Based Leadership and when done consistently throughout the club, it will take your operation to a whole new level.
On the other hand, here are the Enemies of Effective Leadership. Read the list and consider where your club stands.
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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