The old saying is true. Hard work doesn't burn people out. What burns people out is not knowing if their work makes a difference.


Most of the hospitality industry burns out leadership and employees with a predictable speed. Here's why: Repetitive work. Demanding customers. Competition around every corner. Around-the-clock demands. A number of people needed to provide good service yet only one of them can sour the entire experience.

Even with this situation, some of the best scoreboards are in use in the hospitality industry.

The front desk people don't help the bell desk crew, who don't help the restaurant, who don't care about housekeeping or parking. The leadership people were exhausted putting out fires and giving pep rallies. Then they set up metrics and scoreboards that produced this prize winning example.

When a traveler called from another city to hold a reservation for a flight-delayed guest, the front desk clerk at the mid-level hotel reassured, "I'll make sure we have your room ready and waiting for you. And if you'll be taking a taxi, be sure to tell the driver, that you want the Willow Road XYZ hotel. There are two of our properties in town, and we don't want you ending up at the other one."

When the traveler arrived at the front desk, an apple was sitting next to the registration card. The front desk clerk explained, "I thought an apple might taste good after your long flight. I'm Sandy, and if you need anything else, please call me."

Then as the bell person helped the traveler to the room, he outlined: "You can call room service until midnight. The coffee shop will open tomorrow at 6 am. And if you need the valet to get your car, just give the parking folks a call 15 minutes before you need it. We're all interested in making your stay a good one. If you need any help at all, my name is Ronald. And before you leave, there's a customer feedback card on the pillow."



Perhaps you are wondering what the leadership at the hotel put together to produce this Rolls Royce welcome. Here's the secret-an overall scoreboard.

When all the departments-front desk, bell stand, room service, coffee shop, and
   parking-receive customer satisfaction ratings of over 80%, all the
   employees get a big party at the end of the month.

When one employee gets five favorable mentions by name on a feedback form in
   a month, that employee gets $25 and his or her name on a plaque for the

There's more, but this gives you some insight into how a potential burnout situation for leaders and staff can be turned into cooperation of the staff and enthusiasm of the guests. You can imagine how these scoreboards cut down the time managers needed to deal with irate guests and exit interviews with departing employees.

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Dru Scott Decker
Metrics That Motivate
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San Francisco, CA 94121
Phone: 415.750.1313


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