Chez Nous - 3 Principles That Help a Work Family Feel at Home
Every Person in a Team has a Responsibility to Make Decisions
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FAMILY BUSINESS
The hotel manager is an important role and he has a responsibility for all the smooth running of the hotel.
He makes many decisions daily with the objective of ensuring his guests leave the hotel thinking ‘ that was a great hotel I enjoyed a good break’
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MANAGING
The hotel manager doesn’t make all the decisions. She has a reception manager, a head chef, a housekeeping manager, a spa manager, a restaurant manager.
Each of these managers have an important role and they have responsibility for all the smooth running of their department: that the new guests are received in a timely and welcoming manner, that answers their questions and allows them to settle.
Or the guests have a menu for each meal time and food is prepared and served in a timely manner .
Or that the hotel room is clean tidy and ready with all the requirements for the staying guest.
Or that the spa is open, clean, ready to meet the needs and requirements of any guest.
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Each manager makes many of their own decisions daily with the objective of ensuring his guests enjoy that department service of the the hotel thinking ‘ that was a great hotel I enjoyed a good break’.
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If just one manager does not make good decisions to ensure the smooth running to standard of his department then the whole hotel service experience fails. The guest leaves with the idea ‘its is a nice hotel but I didn’t like the .....’
Do you remember doing that yourself when a customer of any business ?
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TEAM
The department manager doesn’t make all the decisions for the guest service in his department. He has a team of people to serve the guests: booking in, carrying cases, preparing breakfast, ordering ingredients, making dinner, cleaning rooms, delivering room service, cleaning pools, providing massage or facial treatments, waiting on tables, serving wine.
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Each team member makes many of their own decisions daily with the objective of ensuring the guests enjoy the experience when served by them. That one individual is responsible at that moment with the guest to take the necessary decisions to deliver the expected service to standard. These standards are contributed to and set by the hotel manager, department manager and hotel guest expects a standard service level throughout the hotel.
GROUP
The great hotel manager has delivered a clear goal and vision of customer service for the guests.
The department manager has organised his team of people in such a way to deliver on each expectation as required.
Each team member has a clear understanding of the requirements their role.
Each person at any level in the organisation has a freedom to deliver great guest service based upon the decisions, energy and enthusiasm with which they deliver on their responsibilities to the hotel
guests.
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Because the team member, at all levels,understand the standards and norms of the hotel service, and her role within that, she can take the responsibility and decisions under her control with a freedom that allows a personal pride, job satisfaction and self worth that the guests leave the hotel thinking ‘ that was a great hotel I enjoyed a good break’
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3 Principles to feel at Home at Work
- Clear Goals, Objectives and standards are set for everyone.
- Different people have different roles with each having their responsibility to the goal of the family business
- Each person is responsible to make their own decisions
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SATISFACTION GUARANTEED
With that, the team member, department head and manager all get job satisfaction, feel productive, make a difference to the lives of others: their customers and colleagues.
That in itself makes work life worth while for any individual.
The beginning is that :
Every Person in a Team has a Responsibility to Make Decisions
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Each Person in a Team is
Responsible to Make Decisions
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