How Hotel Managers should carry out Tough Feedback Conversations?

Many Hotel Managers and Supervisors struggle with tough feedback conversations. They don’t like criticising people and worry about undermining their relationship and the motivation of the employee when they deliver tough feedback (read on or watch the video).

Often Hotel Managers and Supervisors either avoid the conversation in the hope that the problem will miraculously go away or that the person’s poor performance won’t cause any more major problems or they do not give the tough messages at all.

Often Experienced Hotel Managers and leaders deal with tough feedback conversations, by applying the following steps:

  1. Focus on the behaviour, not on the person – Ensure you don’t criticise or judge the person; be specific about the behaviour that you would like to see changed and the impact it had.
  2. Ensure you keep it short – Feedback receivers prefer crisp and clear messages so don’t ramble or provide long explanations. No more than 20-40 words is a good rule to apply.
  3. Give the person an opportunity to clarify – Ensure you check that the person understands the feedback. Given them an opportunity to ask clarifying questions.
  4. Acknowledge the other person’s concerns or emotions –Allow the person to express their point of view and acknowledge any emotions triggered by the feedback.
  5. Provide suggestions about what they can do differently –Provide specific ideas to help the person change their behaviour. To encourage ownership and commitment, check to see whether the person perceives these are useful and explore ways they might adapt these to take account of their own style and strengths.

Of course, providing constructive feedback doesn’t always work and some employees are unwilling or unable to change. In these cases, it is important for Hotel Managers and Supervisors to deal with the matter in an upfront, honest and decisive way, ideally with the support of their HR manager or partner.

Providing Tough Feedback is one of the biggest challenges Hoteliers see at work regardless of their jobs. But, by having honest conversations about the problematic behaviour, you can ensure conversations result in lasting behaviour change, higher levels of motivation and improved results in the Hotel.

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