Conducive to a culture of active participation and contribution.
A hotel in Devon requested that I assemble a team with a quick-thinking mindset. Digging deeper into the request revealed a desire for hotel teams to be more proactive and aligned with the business plan. The goal was to trust them to solve guest challenges in a manner consistent with expectations.
Drawing from my experience managing hotels, I fully understood his intent. I successfully cultivated staff engagement and alignment in my own hotel, replicating the same level of performance across his and other establishments. It begins with defining the desired outcome.
I refer to this process as culture work rather than teamwork, as it involves creating an environment conducive to a culture of active participation and contribution. This approach focuses on shaping conditions alongside team members, rather than altering the individuals themselves. Together, we cultivate the conditions necessary for the desired culture to flourish.
Where do we begin?
As the owner or general manager of a hotel, you have a clear vision of how you want your property to look, feel, and be perceived. However, effectively communicating this vision to your staff can be challenging. Through a discovery process, I guide owners in translating their vision into simple statements that can be easily communicated to the team.
This process involves refining the vision with a select group of staff, such as department heads or entire departments, depending on the size of the team. It's remarkable how staff contributions enhance the richness of the vision beyond what was initially conceived.
Once the staff has a clear understanding of the desired outcome and vision, they are challenged to collaboratively create the rules for achieving it. This participatory approach fosters greater buy-in and understanding among team members.
The outcome is a set of standards or a social contract agreed upon by the staff, providing a powerful management tool for continuous staff development and effective administration. Tony Byrne, General Manager of The Royal Castle, Dartmouth, attests to the effectiveness of this approach: "This is the most powerful management tool I have ever encountered."
Align your team
If aligning your team seems daunting, book a call with me to discover simple steps to create a motivated, engaged, and aligned team of hospitality professionals committed to excellence. With CultureWork, I'll help you cultivate a proactive team dedicated to delivering outstanding service to your guests every day.
How we apply our service
Service Framework for Business Directors' Success
We aim to provide a robust framework for business directors to thrive in their roles and foster organisational success.
Workshop Offerings:
- Half-Day Workshop: Establish Core Criteria
- Dive deep into the foundational aspects crucial for operational success.
- One-Day Workshop: Develop a New Social Contract
- Craft a comprehensive social contract to guide your team's interactions and commitments.
- One-Day Workshop: Establish New Relationships and Structures of Communication
- Enhance communication channels and build effective relationships vital to organisational cohesion.
Included Benefits:
- Emergency Crisis Call: Immediate 30-minute support in times of urgent need.
- Continuous Email Support: Access ongoing guidance and assistance via email.
- Confidentiality: Your privacy is our priority; all conversations remain confidential.
- Accessible Notes: Review session notes at your convenience.
