The hospitality industry was devastated by the pandemic. According to usnews.com, almost 4 million hospitality jobs were lost in 2020, eliminating nearly 10 years of job growth in the sector. To adapt and operate with less staff, the industry is embracing technology more than ever. Limited staffing leaves many employees working alone in isolated areas which poses a security threat. In response, unions and some states are advocating or requiring the use of rapid response buttons in the industry. These buttons, worn by staff, provide a way to summon help in the case of an emergency. However, research by PWC highlights gaps in such technology in terms of reliability and connectivity issues.
Violence in hospitality spaces is on the rise and employers must evaluate the efficacy of whatever safety plans they’ve implemented for their staff. The “customer is always right” motto has led to more verbal abuse from guests in hospitality spaces. Verbal abuse is violence. Training staff on de-escalation techniques should be prioritized.
Hospitality industry employers have placed a great deal of focus on technical skills in their hiring practices. A higher value needs to be placed on hiring individuals with the necessary soft skills to ascertain the needs of guests, interpret body language, de-escalate volatile situations, and set boundaries. Hiring individuals with these soft skills will not only improve the overall guest experience, but will also assist in creating a safe space for staff and guests.
A few points of consideration when reviewing your safety plan and engaging staff in safety discussions:
- Does your establishment need security? How will security be trained to handle volatile situations?
- Do staff know when calling the police is necessary? What is the policy for calling the police?
- How do you notify staff of violent occurrences at your establishment?
- What safety protocols is management required to follow?
- Can staff differentiate between unsafe situations versus uncomfortable/inconvenient situations?
- Are managers focused on surveilling staff or guiding them and providing emotional support?
We hope this post encourages you to evaluate not only your safety plan, but also your establishment’s culture around safety. In the comments below, we’d like to know what safety practices you’ve implemented to shift the culture and create a safe establishment. Make a it a great day!
Remote work is creating a shift in how we define professionalism. Before the pandemic the rules of professionalism were clearly defined. In some instances, attire was suits and ties–no exceptions, or business casual such as golf shirts, or cardigans and khakis on Fridays. In some cases, professionalism meant perfect grammar—a demeanor that reflected mannerisms and speech patterns void of any individuality or cultural attributes. Seemingly the pre-pandemic definition of professionalism was a construct of our unconscious bias designed to avoid any feelings of discomfort with the unfamiliar.
Many employees who work remotely are letting their guard down and removing the old mask of professionalism. Increasingly, employees are showing up in virtual meetings as their authentic selves not only in attire, but in how they express themselves in virtual chats where language is often more relaxed, and grammatical errors are overlooked. Perhaps because working remotely has enabled each employee to create their own safe environment, they are more likely to show up in shared virtual spaces as their authentic self.
As a leader, it is important to embrace diversity with a spirit of inclusivity. Determine how closely your current definition of professionalism aligns with your company’s core values. Take another look your company’s dress code.
- Does it allow employees to show up as their authentic selves or does it have an undertone that dictates how they must hide their cultural attributes?
- Does your current definition of professionalism support a psychologically safe workspace?
For the benefit of your employees, clients, vendors, and partner, set aside time to re-examine how you define professionalism for your work environment. It could make all the difference in the world.
Give us your feedback in the comment section below.
Make it a great day !!
Many people find it difficult to be on the receiving end of constructive criticism. It can feel like an attack—especially if it isn’t delivered thoughtfully and with empathy.
We can’t stress enough how important it is to mentally reframe corrective action as an opportunity for continuous growth and improvement. As an employee makes performance adjustments based on feedback, their performance reviews/ratings will increase (not to mention job satisfaction!). When an employee can effectively process corrective feedback, they will be happier and more productive.
Here are a few practices that you can share with your team from Forbes.com:
1) Actively listen. Repeat and affirm what you’ve heard. This gives the brain time to process without becoming defensive. Body language is also a component of active listening. Check your posture. Are your arms folded? If so, relax your arms and maintain good eye contact.
2) Thoughtfully consider the feedback given to you. Avoid quickly rejecting or accepting the person and take your time to evaluate the information. Consider the impact of the requested change. Reflect on how frequently you receive similar feedback from other coworkers or in other environments, i.e., at home.
3) Remain open…ask followup questions using the start, stop, continue format. Begin by asking, “What is something that I am not doing that you would like me to start doing?”. Next ask, “What is something that I am doing that you would like me to stop doing?”. Finally ask, “What is something that I am doing that you would like me to continue doing?”.
Take these tips into your next feedback session and leave with clear understanding and amazing opportunities for improvement.
Share your best practices for receiving corrective feedback in the comments below. Make it a great day!
Some leaders dread offering constructive criticism to employees because at times, no matter how positive their delivery, oftentimes, it is received negatively. Employees may feel embarrassed, ashamed, low and like they have a target on their back.
Let’s face it, none of us want to be perceived as a staunch critic but when carried out with empathy, constructive criticism has tremendous value.
Offer constructive criticism as feedback by explaining one of the best ways to grow is to identify areas of improvement.
Employees who do not receive feedback become disengaged. On the other hand, providing strength focused feedback engages employees and engaged employees are more productive.
Ideas for Best Practices:
1) Make feedback timely and don’t make it personal. Feedback is most effective when delivered immediately so that the employee can easily recall what occurred. Be mindful to allow a cool down period if emotions are elevated. Remember, when executed poorly, constructive criticism comes across award and accusatory.
2) Opt for an authentic approach using specific and supportive language. Avoid vague and judgmental language.
4) Frame the feedback with positive intentions. Say something like, “I know you’ll offer great information in your speech and I want to make sure the audience receives all of it. So let’s think of ways to increase your eye contact and project your voice.”.
By shifting your perspective, it will build employee morale and productivity.
Give us your feedback and share the method that is most effective for you. Whatever you do, make it a great day!
Ask almost any company in any industry right now if they are having difficulty finding skilled employees and/or retaining their best employees and you’ll probably get an earful of woes they are facing.
One of the ways to attract and retain excellent workers is to be loyal to them. How, you might ask, does one make THAT happen? Well, one way is to treat employees in the same manner that you treat your best customers/clients.
Let’s take a closer look. To get consumers to stay with you, it is important to: