what your managers and supervisors really need is ongoing education and development! And not just book learning, but thoughtful practical experience and guided professional learning, as well as knowledgeable coaching and mentoring by those with broader proficiency.
The requirements of leadership and sound decision making require nuanced thought and a deep understanding of the complex and interrelated consequences of judgments and choices. Regardless of background, experience, and education, managers at every level need continuing development of their knowledge base and skill level.
A general manager, as the enterprise’s senior leader, has the near sacred responsibility to advance the development of all his or her subordinate managers. Not only does the function serve the individual needs of subordinate managers, but as John Maxwell, noted author on leadership, has said,
“The single biggest way to impact an organization is to focus on leadership development. There is almost no limit to the potential of an organization that recruits good people, raises them up as leaders and continually develops them.”
Longstanding consumer advocate Ralph Nader also addressed the importance of this function when he said,
“I start with the premise that the function of leadership is to produce more leaders, not more followers.”
While my guess is that many GMs recognize this responsibility, few are able to follow through due to other pressing issues and time constraints. In many cases, the need is for a structured program as a guide to ongoing professional and leadership development for junior managers.
Fortunately, Hospitality Resources International has created a number of such guides. These that can be used in short, easy-to-absorb sessions to focus any hospitality team on the fundamentals of the profession. When used in conjunction with well-thought out strategy and plans, they become powerful conveyances on the road to operational excellence. Here’s a list and brief explanation of each:
Leadership on the Go – 53 coaching topics for the most fundamental and critical foundation of success; the perfect tool for coaching a consistent, service-based style of leadership.
Values on the Go – A means to constantly and consistently remind your management team of the operation’s underlying values. Includes topics on Mission, Vision, Guiding Principles, and Operating Standards.
Service on the Go – The 54 topics in this book cover such topics as The Foundation of Service, Principles of Service, Attitude, Teamwork, Etiquette, Common Courtesies, Body Language and Tone of Voice, The Pre-Shift Meeting, Suggestive Selling, Engaging Customers, Dining Service Tips, Service Recovery, Wow Factors, and more. Taken together they form an incredibly effective tool for coaching new employees and reminding long term employees on the basics of service and service delivery.
Management Disciplines on the Go – 130 topics to coach your management team on the essential disciplines of hospitality success.
Employee Development and Discipline on the Go – This 65 topic, wire-bound book is directed at the necessary disciplines to find, hire, develop, and retain the best talent for your operation. Includes detailed principles and procedures for counseling, disciplining, and discharging problem employees.
Food Service Management on the Go – 136 best practice topics to remind and reinforce the necessary disciplines for running a high-quality and high-performing food service operation.
Accounting on the Go – A great teaching and coaching tool for managers and supervisors with bottom line responsibility. Use these 46 short topics in a wire-bound book to remind your managers of their important fiscal responsibilities, as well as to help standardize the accounting functions of your operation.
Human Resources in the Go – 84 Human Resources coaching topics covering employment laws, hiring, onboarding, employee development, training, performance reviews, and necessary HR policies. These topics are designed to assist your management team in meeting all regulatory requirements and HR best practices.
Each of these coaching tools can be purchased individually on the HRI Marketplace store. As an alternative, all eight can be purchased at a 25% discount here.
Hospitality enterprises that engage in a formal program of coaching experience significant benefits, ranging from improved morale and engagement from people who recognize their employer’s commitment to their development, to enhanced performance resulting from a focus on the fundamentals of the business, and to pride in belonging to a high-performing operation.
Lastly, there is no greater satisfaction than that of the coaches who share their knowledge and experience in a meaningful way with those following in their footsteps.
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.
Hospitality Resources International – Management Resources for Hospitality Operators!