Behavior Ignored is Behavior Accepted
Simple Tips for Coaching Challenged Hotel Managers and Associates
By Lizz Chambers Manager of Group Sales, Newport Hospitality Group | May 2016
So much of what we do as hotel managers boils down to how we treat our team members. Not only must we be good role models, but we must also be observant and correct bad behavior before it turns into a habit. Three scenarios are presented to illustrate how overlooking certain actions may have negative consequences. From there, steps are outlined to help managers effectively coach their associates and ensure that all parties perform optimally from then on.
You walk by the hotel reception area, you hear the phone ringing and ringing…five…six…seven times. You observe Robert at the front desk checking in a guest and ignoring the phone. So you run to the back office, handle the call and say nothing to Robert. What have you just told Robert?
You overhear your sales manager, Rebecca, answering an inquiry call. She listens to the caller and simply quotes rates and nothing more. She does not qualify the caller, present a benefit statement or even ask for the sale. However, she is polite and asks the caller to phone back if he or she is interested. Rebeeca sees you and knows you are listening. You understand that she is busy so you say nothing about the improper way the call was handled. After all, she was friendly. What have you told Rebecca?