LET THE GAMES BEGIN
Why Healthy Competition Powers Better Teams
Healthy Competition brings out the best in people. This past weekend, the world’s eyes were on South Korea as the 2018 Winter Olympics began. Over the next two weeks, the best athletes in a variety of winter sports come together, striving for their fastest time, highest air, and best performance. The quest for greatness powers stronger teams and optimal performance…even in our own work environments.
In the hospitality business, how our own people perform daily makes all the difference. While our Olympians might measure performance with metrics like the fastest downhill time, execution, and artistic ability, we measure our own people through the lens of guest service, efficiency, and revenue generation. Did they smile and greet the guest? Did they provide accurate information? Did they convert from General Admission to a package? Metrics matter…and they are the basis for creating healthy competition.
Below are a few ideas for creating an environment of healthy competition in your own workplace:
Set Team Goals.
Establish challenging--but attainable--goals for your team. For example, you can set a guest service goal of elevating your TripAdvisor rating by five spots over the next quarter. You could then share daily feedback with your team including new posts from TripAdvisor, actions you have taken to address service failures, and ways that your team can help you to improve the Guest Experience. When you involve your team in the goal, make it a daily focus, provide regular updates, and share ideas for how to improve, you’ve got a greater opportunity to reach the goal.
Set Individual Goals.
While most of us like being part of a team, we also appreciate understanding where we rank relative to others within our workgroup. For example, you might measure sales performance for the individual as compared to the team average. You might also measure individual performance against a higher team goal. Communication is essential. Be sure that the individual understands not only what the metrics mean but how they can affect their own performance against them. Knowing what they need to do in order to improve their own performance can make all the difference.
Tie Compensation to Performance.
Some metrics can be tied to compensation. For example, a call center might measure guest service ratings by individual agent. When it comes time for the individual’s annual review, such a metric could be used as part of the calculation for a raise in pay. Metrics like these can be a very powerful motivator when tied to compensation.
Pay Commission or Bonuses.
At your ticket counter, introducing a competitive commission structure could be the key to elevating performance. When tied to your premium products, commission and bonus structures are proven to drive higher sales. While it is true that not everyone claims to be motivated by money, those claims seem to break down as the paychecks start to increase.
Recognize and Praise.
Just saying “thank you” or “nice job” can make all the difference. For example, a leader might overhear a positive guest interaction and praise the individual immediately. The leader might also choose to highlight the same interaction the next day during the preshift meeting, calling the individual out, and praising them in front of others. When the others witness the recognition, they will strive to demonstrate the same behavior. It’s the snowball effect--public recognition drives more and more public recognition.
Create an environment where healthy competition elevates the Guest Experience and drives higher sales. Click the link below to contact us for a FREE consultation.