This months tip again comes courtesy of Ken Burgin of Profitable Hospitality.
Good teamwork isn't the result of luck. Just throwing a bunch of nice people
together wont necessarily create a team that will produce good results in
fact some teams are little more than parties working at the speed of the slowest
person. So what are the essential elements of a team that is productive and keeps
its members loyal and motivated?
1. There are clear GOALS staff and management know the purpose of their work
and the business. It may be a simple mission statement - good food and good
times, fast, fresh and healthy cuisine with great service or the best seafood
in town. Other goals may be measurable eg serving 200 customers for breakfast
every day, or keeping food costs below 26%.
2. All team members are INVOLVED - all talents and skills are used. If you have
people who arent part of the action or who are grumbling in the background,
investigate. They need to join the programme or move on to somewhere they will
enjoy more.
3. There are LEADERS (formal and informal) and they make sure things happen.
Clear and consistent leadership gives reassurance to less experienced staff,
and provides a captain to turn to if there are problems. Teams without leaders
rarely last long, and even some business owners pretend its not their job. In
the early stages, your position as owner or manager thrusts you into the leadership
role you cant avoid it!
4. There are team members who make sure the necessary TASKS are carried out
they make sure orders arrive, food is ready, the bar is stocked and everything
is ready for service. Sometimes a little on the serious side, but essential for
making sure the work gets done.
5. There are team members who look after the PROCESSES they make sure there
are good feeling amongst team members and customers. They smile lot, and are
most focused on giving your customers a great time and making friends with other
staff. Occasionally a little forgetful with essential tasks, but we couldnt
do without them!
6. FUN is OK! This is the hospitality industry, and the happiness and good spirits
of your business will act as a magnet to customers. Do you have a team of happy
people who enjoy their work and their life?
7. There are clear RULES, preferably in writing. Management and staff all play
according to the rulebook, and when rules are broken there are consequences.
At a party you can do your own thing, but in a good team there are boundaries.
8. PROBLEMS are solved when they come up - conflicts and disagreements are worked
out quickly. Repairs are carried out promptly. When the pressure is on or sales
are down, tensions may come to the surface. Many team members do not have the
skills, confidence or experience to handle conflict with other staff, and will
need guidance or leadership from management. If its not handled, you will start
to lose customers and the staff you most value.
9. TIME is used efficiently equipment, work areas and rosters are all organised
to let staff get on with the job. Good staff are frustrated by inefficiency and
disorganisation, and your wage bill will soar if time-management is not a priority.
10. Activities and results are REVIEWED and measured there is feedback on how
things are going. Weekly covers and sales results, per-head spending, cost percentages,
the success of marketing campaigns. If its not measured it really cant be managed.
Short meetings are held regularly to check progress and share ideas. As well
as having plenty of answers, good managers regularly ask team members what do
you think?
11. One moreAlcohol does not create teamwork! A friendly drink with colleagues
can be enjoyable, but start your new business dry drinks are on elsewhere
at the local hotel or bar. Your duty of care means you need to take a fairly
tough line with staffies.
For more articles by Ken Burgin click here www.profitablehospitality.com
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