Overview of the Grievance Process in Hospitality
In the dynamic world of the hospitality industry, addressing employee concerns and complaints is crucial to maintaining a healthy work environment.
During her 25+ years in hospitality and HR Frances Gillespie has had to deal with many situations where there is a grievance and here she sheds light on the grievance process, offering insights into the steps involved in handling workplace complaints effectively.
Addressing Employee Complaints
When an employee raises a complaint at work, the ideal approach is to handle it informally and promptly. However, certain grievances require a more formal and serious resolution, prompting the initiation of the formal grievance procedure.
Formal Grievance Procedure
Upon receiving a complaint, whether in writing, via a phone call, or face-to-face, the first step is to encourage the employee to put it in writing for a comprehensive understanding. The formal grievance process is then set in motion, with the goal of resolving the matter efficiently.
Timely Response
Setting a positive tone for the process, employees are informed that a response will be provided within five working days. This timeframe accommodates the necessary arrangements, such as appointing an impartial manager to handle the grievance, securing meeting rooms, and ensuring proper documentation.
Conducting a Grievance Hearing
The person assigned to handle the grievance takes on the dual role of both investigator and hearing officer. The meeting, accompanied by a note-taker, allows the employee to express their grievances, share relevant details, and present evidence. The goal is to gather sufficient information for an initial investigation.
Initial Investigation and Decision-Making
The process involves listening attentively, taking notes, asking questions, and evaluating existing evidence. Sometimes, a straightforward resolution can be reached during the meeting. However, more often, further inquiries are required, leading to a comprehensive investigation.
Summarising and Seeking Resolution
At the conclusion of the meeting, it is essential to summarize each point, inquire about the preferred resolution, and clarify that an immediate decision will not be made. Further investigations may be necessary before reaching a final conclusion.
Outcome Determination and Appeal
Once a decision is reached, it is communicated in writing to the employee. Importantly, employees retain the right to appeal the decision if they are dissatisfied. This ensures a fair and transparent process.
Emotional Considerations
Recognising that grievances can be emotionally charged, it is essential to allow employees the opportunity to express themselves. Taking breaks during the process is encouraged if needed, fostering a more constructive dialogue.
Grievance Process – The Full Details
If you’re reading this because you have a grievance to deal with and would like more in depth guidance to ensure you carry out the process correctly and with confidence, we’d like to introduce you to Your HR Hub.
Your HR Hub
Your HR Hub contains nine modules, one of which is about the Grievance Process. The Grievance module includes the following lessons:
- Overview of the Grievance Process
- How to Conduct a Grievance Investigation
- How to Conduct a Grievance Hearing
- How to Determine the Grievance Outcome
- How to Conduct a Grievance Appeal
Each lesson includes 1) a video with Frances taking you through the details of each step in the Grievance Process, 2) a Step Guide you can download and follow and 3) Letter Templates you can brand and amend for your specific situation.
If you’d like to talk to us about Your HR Hub and the Grievance Module, you can send us a message or book a call.