LET’S TALK ABOUT RECOGNITION

Top GMs from across Hilton discuss how they use recognition to motivate their team, improve performance, and address business objectives. Watch video.

How Powerful is a Smile?

When it comes to recognition, there are a lot of ideas coming from every direction.

Team Member of the Month! Monthly lunches! Gift cards! Pot lucks! It can get dizzying. All of these are fantastic methods for recognizing your team and motivating great service. But if you’re looking for a quick, easy, and immediate way to fill the gaps and show your team you care, why not share a smile?

A smile? You bet. You wouldn’t interact with a guest without a warm grin, so make it a priority when speaking with Team Members, too.

“A smile will show that you are willing to listen and eager to help,” says Richard Branson, founder of the Virgin Group.

Think it sounds too mushy? Think again. Just a smile can put Team Members at ease, leading to better performance. “Stoic managers don’t make the best leaders,” insists Branson. Acting tough with your team just makes them nervous and distant — and less likely to share their concerns or ideas with you.

“Smiling can’t solve every problem, but it can make almost any situation a little better,” says Branson. It may sound silly, but a smile is the first thing to go when we get busy or stressed. And that’s a shame, says Branson, because a smile “can make a big difference to employees’ and customers’ enthusiasm.”

Don’t consider yourself a “cheerleader?” You don’t have to be to see how good this is for your hotel. Think about it: if you smile at a Team Member, she’ll smile at her teammate. That teammate feels good and smiles at a guest. And just like that, you’ve improved morale, performance, and started a guest’s stay on the right foot — and all it took was a smile.

Posted on May 14, 2013

Topic(s): Recent Recognition Ideas, Thought Leadership

Saul Cobian says

Great article. So simple, so powerfull.

Commented on May 23, 2013

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