Individual hotel feedback culture in the Covid-19 era
by Evaggelia Zikou, Training & Consulting Manager
Truth Requires two – One to say it & One to hear it!
Feedback can be considered healthy and with multiple benefits for the productivity and growth of the business. However, many feel nervous especially when it’s their time to receive it. But why?
To many professionals receiving feedback equals criticism and the receiver often creates a shield to repel any negative message. It has also been observed that the majority of people holding positions of responsibility, such as Managers or Heads of Departments, find it particularly difficult to receive feedback whichever side it may come from.
You, as managers:
- Are you ready for feedback?
- How do you react to comments?
- Do you listen and learn from comments and reviews?
In order to be able to accept and use the information stemming from feedback, you must first understand:
1. What is NOT Feedback
Feedback is not praise or criticism, it not necessarily negative an opportunity for personal attack. Finally, it is the only perspective of a matter.
2. What Really IS Feedback
Feedbback is the flow of information between partners as an evaluation of a project or work, the exchange of observations about professional performance and work behavior, and the first step for positive & productive change.
All in all, the best way for you as Managers to be receptive to real feedback is to create an open communication culture at the hotel. How will you do that?
First, you need to show a genuine interest in how employees work in the unit, what causes them problems and how to solve them.
Pay attention to non – verbal communication
If you notice body language or non – verbal reactions that convey disbelief or frustration, there are potential problems and you should take the time to better understand what is not working.
Encourage Active Listening
Third thing to do is to learn to listen to the voice of your employees, partners, and customers, try to understand the real meaning of their words and do not be afraid to ask questions.
In continuation, try to look the other way and get into the minds and hearts of your employees and customers.
Gain Feedback from your Employees
Last but not least, allow your employees to express their views freely, without fear of backlash. This can be done in a number of ways:
- Anonymous surveys
- Open – ended & close – ended questionnaires
- Idea or suggestion box – Suitable for employees who are reluctant to express their ideas in public and feel that surveys are not the right form for expressing ideas
- Feedback meetings (group & individual) – Communication at this level encourages a culture of open and two – way dialogue!
Feedback help us with:
- Awareness of the behavior and actions we take
- Interpersonal relationships within the team / hotel, as we build trust with our people, and we show mutual respect
Despite the benefits, feedback is often a “challenge” for both the provider and the recipient. It is generally a very sensitive issue.
All thing considered, true leaders recognize feedback’s power and always care not only to offer constructive feedback, but also to receive, ensuring the balance between positive reinforcement and honest and thoughtful information.