Handling Employee Matters Informally in Hospitality
In the bustling world of hospitality, where every detail matters, managing employee performance and conduct can sometimes be a delicate dance.
In smaller operations, formal disciplinary procedures may not always be practical. However, there’s a simple yet powerful approach that can prevent minor issues from snowballing into grievances: the quiet word.
What Exactly is a Quiet Word?
A quiet work, is an informal chat with an employee when you notice an issue, aiming to address it promptly and constructively. Instead of letting concerns fester, this approach allows you to tackle them head-on, fostering a culture of open communication and continuous improvement.
Let’s delve into how a quiet word can play out in real scenarios within the hospitality industry.
Clarifying Expectations
Imagine a scenario where a new employee, let’s call him Michael, shows up to work wearing the wrong attire on a scorching hot day.
Rather than reprimanding him harshly, a colleague takes him aside for a friendly chat, explaining the dress code and offering a spare shirt. Not only does this resolve the issue swiftly, but it also avoids embarrassment for Michael and strengthens team camaraderie.
Addressing Performance Changes
In another situation, a long-serving employee suddenly starts showing signs of lateness and decreased performance.
Instead of jumping to conclusions, their manager schedules a quiet word to discuss the matter. Through active listening and probing questions, they uncover underlying issues such as childcare challenges.
By offering flexible solutions like adjusted start times, the manager not only supports the employee but also maintains productivity levels within the team.
Navigating Complex Issues
Occasionally, issues may require more than just a casual chat. For instance, if repeated lateness persists despite previous discussions, as a manager you might escalate the conversation to a formal letter of concern.
However, even in such cases, the emphasis remains on constructive feedback and support rather than punitive measures.
This approach not only addresses the immediate problem but also outlines clear steps for improvement, such as additional training or support.
Documenting Conversations
Regardless of the outcome, it’s essential to keep a record of all interactions. Notes from quiet word discussions serve as valuable references for future follow-ups or, if necessary, formal proceedings. This ensures transparency and accountability while also providing a basis for tracking progress over time.
Benefits of Having a Quiet Word
In the fast-paced environment of hospitality, effective employee management is key to maintaining service quality and team cohesion.
By embracing the concept of the quiet word, managers can proactively address issues before they escalate, fostering a culture of mutual respect and continuous improvement. Whether it’s clarifying expectations, addressing performance changes, or navigating complex issues, open communication remains the cornerstone of success.
So, the next time you spot a budding concern in your team, remember: a quiet word can go a long way in nurturing a positive work environment.
With a proactive approach and a commitment to open dialogue, hospitality businesses can create thriving teams where everyone feels valued and supported.
Your HR Hub
How to have a quiet word is one of the lessons in Your HR Hub.
Within Your HR Hub you’ll find nine modules covering:
- Disciplinary
- Grievance
- Terminating Employment
- Managing Probation
- Managing Absence
- Redundancy
- TUPE
- Overseas Sponsorship
- Contracts
The invaluable advice, guidance and training in Your HR Hub, which is perfect for HR Administrators and HR Managers, is a culmination of the knowledge and experience Frances Gillespie has gained during her lifetime career in hospitality.
If you’d like to talk to us about gaining access to Your HR Hub, please send us a message or book a call or call us on 020 4534 3456.