Four Steps to Effective Performance Management for Hospitality Employers
By Albert Brannen Partner, Atlanta Office, Fisher & Phillips LLP | July 27, 2014
Getting the most out of employees has always challenged employers, and hospitality employers are no different in this regard. It is particularly difficult in today's highly regulated business environment with changing employee attitudes. But, in the hospitality industry, squeezing out the very best performance from employees can dramatically impact guest satisfaction and ultimately profitability.
Performance management is not just about dealing with poor performers. Instead, as explained in more detail in his article, it is a holistic process that begins with getting the right people, setting employee expectations, coaching employees to deliver efficient, high quality service and terminating the employment of the poor performers or employees who do not fit into the organization.
Rather than reacting and finding ways to get a poor performer to do a better job after a problem surfaces, hospitality employers should look at performance management as beginning when a job opening is created. Hospitality employers should invest in the preliminary activities of recruiting, screening, orienting, training, setting expectations and creating effective performance evaluation systems. The ultimate goal is to get high-performing employees and to avoid disciplining and discharging poor performers. Achieving this lofty goal will be best for the organization and will help to avoid or at least minimize exposure to expensive employment litigation.
Step 1: Getting The Right People
In sports, the coaches with the best records are usually the best recruiters. The same thing applies to the workplace. If you get the best talent, you have to spend less time "coaching" their performance. Getting the right personnel starts with your recruiting efforts. It continues through the screening and in-person interviewing stages. This part of the process involves using criminal, credit, motor vehicle, education and/or other background checks that are legal and appropriate for the position you are seeking to fill. Background checks are especially important for employers in the hospitality industry. It also continues through the introductory period of employment during which you are trying to figure out whether you made a good decision to hire a new employee.
Step 2: Setting Expectations