Lead Hospitality
ArticlesSubscriptionsSearch
⌕ESEN
Hotel ManagementLeadership and Team EmpowermentCoaching and Mentoring

Winning Decisions Are Sometimes Difficult Decisions

Albert BarraFebruary 26, 2023 · 2 min read
THE IDEA

Difficult decisions are essential to business success. When an employee falls short of guest expectations, hospitality leaders must address the issue—whether through coaching, reassignment or a more permanent change—to protect the guest experience and stay competitive.

Winning Decisions Are Sometimes Difficult Decisions
Some decisions are difficult. But no company has ever succeeded without facing difficult decisions. For example, if the wrong person is in a customer-facing role and does not properly manage the customer experience, they could create problems. What makes it more difficult is that this person has been with the company for a long time and is a loyal employee. Should they be fired? Clearly, they are not meant to be on the front line. Perhaps there is a better opportunity that is more suited to that employee's personality. It may be time to move them to a different position. Regardless, the decision has to be made. Consider this. Let’s say you have 100 employees and 99 of them are incredible. But there is one person who does not understand the importance of focusing on the customer. They do not return calls or emails promptly. Sometimes they are a little abrupt or moody with customers. Here is the really bad part... their boss knows, but will not do anything about it. Instead of deciding to move this person to a different role or permanently out of the company, it seems easier to hope they will improve—which, as we know, never happens. Two things. First, hope is not a strategy. You cannot simply “hope” things will improve. Nothing improves without effort. Second, even if you have 99 out of 100 rock-star employees, if your customer speaks to the one who is less than stellar, that is the impression your customer will have of your entire company. Once you understand the problem, the decision may not seem so difficult after all. If you want to compete in this business, you must make good decisions—often difficult decisions—that will put your establishment in a winning position.
KEEP EXPLORING

This article ends here. The archive does not.

Lead Hospitality brings together 1200 English articles published since 2018: years of experiences, decisions and lessons you can keep exploring.

CONTINUE FROM HERE

What would you like to explore next?

Choose a direction and keep reading around what you want to solve, learn or challenge.

Discover something interesting ↓Surprise me ↗
01MAKE MOREProfitability, revenue and decisions that reach the bottom line. 02LEAD BETTERTeams, culture, talent and the conversations that matter. 03SELL BETTERPositioning, marketing, distribution and customers. 04CREATE EXPERIENCESService, loyalty and details guests remember. 05UNDERSTAND WHAT'S NEXTInnovation, AI and new ways of thinking about Hospitality. ✦SURPRISE MEShow me something worth five minutes of my time.
RECOMMENDED NEXT READ

10 Hotel Customer Service Mistakes That Drive Guests to Competitors

Discover common hotel customer service mistakes and learn how to avoid them to deliver an exceptional guest experience.

→
✦ LEAD AI · KEEP THINKING

Take this analysis one step further

LATEST PUBLICATIONS
View all →