You have hired a few new employees; if they were a waiter, bartender, front desk agent, cook, etc., then what’s next? You put them through your regular training program and now they’re “in the field” working on their own. A few weeks pass and your new recruit is doing a decent job and you know their speed and efficiency will only improve. You think “great, this position is filled and I can now move on to the next challenge”.
But how do you track this new employee over time? Frankly, how do you monitor ALL of your employees over time? What process do you use to evaluate your staff, not just new hires?
There’s no way to consistently have top-notch customer service without every employee giving their best. But how do you know if one of our employees is really performing at this level?
There are two basic ways to assess and monitor staff in any department, and it’s a shame most managers wait until something goes wrong to focus on one or the other.
Process #1: 30-60 Day Assessment Program
You should have a systematic program in place that allows you to evaluate a new employee’s performance in their job
- Does the employee arrive at work on time?
- Does the employee take pride in their appearance and follow all dress codes?
- Does the employee ask questions designed to improve their existing skills?
- Does the employee show initiative and seem eager to learn?
- Does the employee “fit in” with existing staff?
- Has the employee learned your department’s standards?
- Does the employee have an orderly workstation, is it organised?
Process #2: Monitor your staff
Whatever our position, as managers, we still have a lot of paperwork to fill out. There are schedules to complete, budgets to follow and forecasts to adjust, payroll to process, etc. This list can grow indefinitely. But when was the last time you went “on the floor” yourself and did nothing more than watch your staff do their jobs? What could we learn from this? Example:
- When was the last time a reservations manager posed as a guest and called to make a reservation for dinner or a hotel room? What could you learn about your booking agent?
- As a restaurant manager, have you ever sat in the back of the restaurant and watched the servers, bartenders, or busses interact with their guests? Or stay in the lobby and see how the hostess greets guests? Would you have a different perspective of your employees from this point of view?
- When was the last time a hotel housekeeper walked into a public restroom on a busy Saturday night at 8 p.m., when there was a big wedding and 5 other dinner parties going on at the same time, as well as a full house in the restaurant? Probably never but what would they see?
- Does the chef check walk-in boxes daily/weekly to see how food is stored and labelled? Does he check his kitchen early in the morning or closer to closing time to see if the staff are operating the same way they usually do during lunch or dinner time? Would he see the cooks behind the line on their cell phones or do something they wouldn’t usually do when the chef is around?
As a manager, we must provide the necessary tools for any employee to be successful in their job. But initial training, uniforms and equipment are not enough. We need to constantly monitor our staff to see where their shortcomings lie so that we can address them and guide the employee to the desired outcome.
Remember: As a manager, we are judged on the actions and performance of our employees. Make it the best you can and we too will reap the rewards of happy customers.
About the Author
A customer service and hospitality trainer, coach, author and speaker, Steve DiGioia uses his more than 20 years of experience in the hospitality industry to help businesses and their employees improve service, boost morale and deliver the experience their customers want.
His book “Earn More Tips On Your Very Next Shift…Even If You’re a Bad Waiter” provides real-life examples of situations any waiter or bartender will face every day and gives you the tools to create a memorable experience for your He This is an easy-to-follow customer service training method that can be used across industries, resulting in better customer retention and customer retention for your business.
Remember: Only by making your guests feel special, making them feel like THEIR enjoyment is YOUR main concern, will you create the “WOW“Experience we all hope for. Everything else is not important.
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