What are the most effective ways to ensure your team is meeting guest expectations?

2 Monitor and measure performance

The second step to ensuring your team is meeting guest expectations is to monitor and measure their performance. You need to use various tools and methods to collect and analyze data on your team's performance, such as customer surveys, online reviews, mystery shoppers, audits, and reports. You also need to track and compare your team's performance against your standards, your goals, and your competitors. This will help you identify strengths, weaknesses, opportunities, and threats, and adjust your strategy accordingly.

3 Provide feedback and recognition

The third step to ensuring your team is meeting guest expectations is to provide feedback and recognition. You need to give your team regular and constructive feedback on their performance, highlighting what they are doing well, what they need to improve, and how they can do better. You also need to recognize and reward your team for their achievements, using incentives, bonuses, praise, and promotions. This will help you motivate your team, boost their morale, and foster a culture of excellence.

4 Encourage innovation and empowerment

The fourth step to ensuring your team is meeting guest expectations is to encourage innovation and empowerment. You need to give your team the freedom and the resources to experiment with new ideas, solve problems, and create memorable experiences for your guests. You also need to empower your team to make decisions, take ownership, and handle complaints, without micromanaging or interfering. This will help you unleash your team's creativity, initiative, and loyalty.

5 Train and develop skills

The fifth step to ensuring your team is meeting guest expectations is to train and develop their skills. You need to provide your team with ongoing learning opportunities, such as workshops, courses, webinars, and mentoring. You also need to help your team develop their skills, such as communication, customer service, teamwork, and leadership. This will help you improve your team's competence, confidence, and career prospects.

6 Lead by example

The sixth and final step to ensuring your team is meeting guest expectations is to lead by example. You need to demonstrate the values, behaviors, and standards that you expect from your team, such as professionalism, integrity, respect, and excellence. You also need to show your team that you care about them, their guests, and their business, by being supportive, responsive, and accountable. This will help you inspire your team, build trust, and create a positive work environment.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?