Technique 167
Post Positive Consumer Blog Posts for Employees to See;
Employees like to be—and should be—recognized for out- standing guest service. In a section either in the staff lounge or near the time clock where the staff members tend to congre- gate, post all the positive comments including Trip Advisor, Social Media, Guest Survey’s, letters, etc. This will recognize employees who are getting good comments and will motivate other employees to give that extra service so they too can be recognized.
Technique 168
Equally Reward Front and Back-of-the-House Employees;
A front-of-the-house associate who is mentioned in a positive fashion on Trip Advisor should be given a reward. However, the recipient should be instructed to select a back- of-the-house associate who is worthy of receiving the equiva- lent reward. The front-of-the-house associate should be asked to write 2–3 sentences describing why the back-of-the-house associate is worthy of the reward. This explanation should be posted in the associate break-area (both associates are given an equivalent reward).
Technique 169
Establish a Uniform and Appearance Committee;
The hotel should have a “uniform and appearance com- mittee” comprised of a cross-section of managers and asso- ciates from across the hotel. The committee addresses issues regarding uniforms around the hotel. For example, should associates in a given department be permitted to wear long underwear tops on their arms in conjunction with a short sleeve uniform shirt or should long-sleeved uniform tops be issued? Knowing that fellow associates have an active voice in uniform policy provides incentive to comply.
Technique 170
Conduct Guest Surprise Clinics with Associates;
Hold a meeting with associates in which they are shown a PowerPoint slide presentation containing photographs of the various areas of the hotel. As the associates view the photos, they should be instructed to brainstorm ideas by which guests can be surprised in the given areas (A $2 cost limit for each surprise could be the parameter used in this exercise). Asso- ciates have more incentive to carry out surprise tactics if they take part in deriving the tactics.
Technique 171
Have Employee Contests for Deriving Guest Surprise Ideas;
Hang sketches (these are called service blueprints) of the hotel’s public areas in the associate break room. Associates who can offer the most creative ideas for surprising guests by studying the sketches can win prizes.
Technique 172
Explain the Important Role of the Associate to His/Her Family;
If an associate’s family members understand how the associate’s role in the hotel serves an important function in providing hospitality, then work-family conflict is reduced. Therefore, at least two times per year, management should plan a family function. During that function, management should explain to those in attendance how each associate’s job is important and how it fits into the functioning of the hotel.
Technique 173
“I Love My Job When _____”;
In an associate meeting, put the following sentence stem on a PowerPoint slide: “I love my job when _________.”
Any associate who volunteers to stand in front of the group and completes the sentence wins a prize.
Technique 174
Implement a Housekeeping Scoring Contest;
For the housekeeping department, derive a scoring system on the room inspection check sheet. The housekeeper with the highest score across a seven-day period wins either cash or a gift card to a local retail store.
Technique 175
Reward Departments for High Guest Satisfaction Scores;
All departments should have team rewards such as pizza parties, luncheons, or gift cards when the department’s target guest satisfaction survey scores are met or exceeded.
Persian
