Your pledge: To Treat Your Co-Workers How You Would Like to Be Treated:
You & Me is the new code of practice on how to treat one another and deal with clients. Everyone wants to feel like their contribution counts and be part of a team where 1+1=3. I mean an environment where everyone’s contribution adds up to more than the sum of the parts. Let’s try and understand each other a little better, and each other’s point of view and make our hotels a great place to work.
Around the hotel
- When colleagues approach you or when you meet them around the hotel acknowledge them with a friendly nod or smile.
- Everyone has ‘difficult’ days some people more than others. When things just aren’t going right for a colleague, or they look a little “down in the dumps,” acknowledge the fact and do your best to help out.
- When colleagues interrupt when you’re busy, look up with a smile. Make them feel welcome, rather than the nuisance.
- When you see a colleague who’s clearly under pressure, ask what you can do to help. If you’re too busy, see if there’s anyone else who’s available. The more often you help others, the more often they’ll help you.
- Make sure new team members can rely on you to make them feel at home at the hotel. When you see new staff, introduce yourself and welcome them to the team. Be particularly friendly to people who are new to your department and make sure they understand where everything is, and how things work. Tell them if they have any questions or problems you’ll be happy to help.
- When colleagues ask you questions, try to avoid saying, “I don’t know.” Offer to try to get them the information they require.
- Try to proactively anticipate what your colleagues need and offer it to them before they have to ask.
- Whenever possible, be courteous by opening and holding doors or elevators for your colleagues.
- When your colleagues do something especially well, let them know! If staffs have done something unusual don’t be shy about nominating them for the hotel’s special. And when something goes wrong, be positive and try to help them solve the problem. Remember “the customer is king” and your co-workers are your internal customers.
- If you feel there is something wrong that a staff member or manager is doing, bring it up with the first and try and resolve it, before bringing it up in a wider forum like the morning brief. Doing this will reduce the feeling of “backstabbing”.
Being an effective team player
- When faced with a management problem, take a “build on approach”. It is sometimes easy to be too critical and tear down someone’s hard work. Be supportive, be understanding. See the glass as half full, not half empty.
- Try and catch staff doing something right and praise them for their good work. If you do have to comment on someone’s work and need to be critical, end the conversation on an upbeat note with a note of acknowledgment for their efforts.
- If someone makes a request of you, for instance, for information or material and you agree to it, keep your word and deliver on time. There should be no need for repeat requests and “have to chase people”.
- Stay in touch, don’t go out of communication. Don’t let things just drift, keep agreements and if you are delayed, update someone on the situation right away, for instance, phone or e-mail.
- Managers will have an open door policy unless there are special circumstances.
- In attending meetings be on time, seated two or three minutes before the meeting begins.
- At the end of meetings, make sure agreements are clear, for instance, who will do what by when, where all commitments should be kept.
- If you cannot make an agreed meeting on time, contact the person as soon as possible in advance and let them know, apologize and reschedule.
- All written letters and memos should be responded to in one business day. E-mails should generally be answered immediately if they require a more detailed response let the person know when you will respond. Phone calls should be responded to immediately and incoming calls should not be screened, the aim is to appear and welcoming, not putting any artificial barriers between the caller and yourself.
- Finally, Personal business e-mails between two people will generally not be copied to other e-mail users without the permission of the other party.
Categories: Quality Brand Standard