Focus on the basics
Focus on the basics: Standards and Accountability
On a recent HYVVU assignment, we were reminded of the importance of standards and leadership, whereby individuals are held to account for performance against an agreed standard, and of creating an environment where team members can excel.
During the course of the assignment, we noted that the people with whom we interacted appeared, for the most part, pleasant and welcoming. However, responses across the different areas or departments of the hotel varied considerably. This was noticeable both in the performance of a particular duty or task and the spirit in which it was conducted or delivered.
HYVVU understands that brand standards are the key lever to ensuring that the hotel or resort delivers the expected guest experience for the brand. The brand standards are anchored in the “why”, whilst the Standard Operating Procedures (SOPs) describe not only the “what” but also the “how”.
At HYVVU, we find that the greater the clarity of the mission, the greater the odds of success. Therefore, individual team members and the teams themselves must know what is expected of them, and, in as granular a way as is practical, meet or exceed those expectations.
“Clarity Communication Control” is a HYVVU banner that we use when a simple common focus is needed in this diverse staffed industry. The three C’s banner states that if everyone is clear about and prepared for what they have to do “to standard,” they can communicate effectively about their work, others can communicate with them, and thus, each at their level can all be in control.
HYVVU believes it is essential that at the recruitment stage, the attributes of competence, character and integrity are thoroughly vetted. This ensures the team's profile is consistent, thereby creating a high-performance environment where team members can excel.
Likewise, establishing and promoting a high-trust environment is also key. One in which capable, confident people, who not only do what they say they are going to do but also seek ways to exceed and excel.
Standard Operating Procedures (SOPs) are generally met with an askance look to the heavens, with the preconception of a large bureaucratic task. This may well have been the case in the past, with memories of office shelves groaning with unread files gathering dust!
At HYVVU, we believe it is therefore important that the standards remain relevant and current, with clarity on expectation and, importantly, making use of the technologies available for ease of reference and guidance. When creating SOP content, consideration can be given to a pictorial or diagrammatic approach, using graphics and other visual media to illustrate the procedure to be followed. This makes the content lighter and less reliant on language and dense text.
In the increasingly cross-cultural environment in which HYVVU operates, the use of video, pictorial, and other visual aids can be beneficial. This helps address potential gaps, be they varying levels of education, English and other language comprehension, or differing ethnicities across the target regions or countries in which one recruits or operates.
Such an approach allows operators, franchisees, management companies and their respective employees to implement the SOP’s in a more consistent manner.
In summary, HYVVU believes that once one has talented people operating in a standards-oriented, high-trust environment, a spirit of candour is important to achieve progress. It is therefore important that the team acknowledges mistakes and celebrates success. The path forward is forged around a series of course corrections based on what is working and what is not. Frank and open discussion with timely evaluation and review of standards is essential to shaping that path forward. This affords team members the opportunity not only to ensure customer satisfaction but also to delight.