Install system where employees recognize each otherfor “random acts of kindness”.
Industry Statistics(Heart-Centered Leadership, Susan Steinbrecher) 46% of employees leaving a company do so because they feel underappreciated 61% said their bosses don’t place much importance on them as people 88% said they do not receive acknowledgement for the work they do People will do almost anything for a supervisor or manager who respects and appreciates them. People want to be respected as whole human beings with a life outside of work.4. People are searching for a sense of purpose and meaning in their work, no matter what the work is.3. People do not quit organizations – they quit people.2. Industry Statistics (Heart-Centered Leadership, Susan Steinbrecher) Research findings after interviewing over 1,200 non- management employees:1.
This puts you on the path to createan “Army of Giants”Įmployee Expectations If employees were volunteers, would we treat them differently? 20 years ago 10 years ago Today Money Work / life balance They want it all!Showed up, did the job Started keeping an eye They bail at the drop of& then went home open for a better job a hat…usually because of poor leadership Happy to have a job Started really suing Attorney’s phone # is on companies speed dialTolerated “old school” Responded well to Only loyal to those thatauthoritative managers those that just said inspire & develop with “thank you” compassion.
Developmental checklist oftasks/projects to be completed forpromotion consideration.
Bridges internal development gapthat exist between managementlevels: Staff to Management Ops Manager to AGM AGM to GM.
Succession PlanningLeadership Development Pathway
35% of those will be promoted from staff-level into management.
In the US, 90% of all Americans will have worked in the hospitality or retail industry at some point in their life.
Get veteran, long term employees involved in facilitating contentNational Restaurant Association.
Always give the ‘why’ behind the ‘what’.
Don’t hoard information - look for opportunities to teach others.
“Notes” area - if serving as a workbookĭepartment Manuals / Workbooks Department Manual – sample page.
Ensures consistency at unit-level, but still allows for managers to customize with his/her own stories.
Orientations taught in our Employee Handbook global organization.
Tool created edition” text, with Provides “teacher to ensure specific speaking points and prompts consistent new hire Matches up to the.
Mission Statement“To spread the spirit of Rock ‘n Roll by creating authentic experiences that rock.” The Value of On-Boarding It matters how & who teaches New(Annual Report) Hire Orientations Other Staff Member 113% Turnover Any Manager 108% Turnover A Qualified Training Mgr 104% Turnover General Manager 98% Turnover
Must use our 3-interview process with Interview Guides.
Hiring the right “fit” is too important to screw up.
We will only hire 1-2 applicants out of every 10 interviews.
Unique & personable attitudes make the difference.
Social networking sites Experience is not enough in our brand.
Authentically Personable – guest obsessed, beyond the traditionalstaff/guests relationship…developing an emotional connection throughunique & individualized conversation.
Creative & Spontaneous – willing to do something unplanned andmemorable simply to add to the experience.
Performer – not afraid to entertain/get guests involved in the experience.
Tour guide – personalized impromptu tours (memo, music room).
Musician (at heart) – local music events,videos, music & memorabilia knowledge.
Storyteller – Hard Rock history, celebrities.
Unique individuals = unique experiences.
You must differentiate yourself from the rest to survive.
Vicious Circle Attractive Place Can Hire the Best We Hire Under Staff & Managers to Work Available Pressure Bail Out Bonus & Managers Sales & ProfitFinancial Results Targets Missed Virtuous Circle Vicious Circle Beat Sales & Visitor Rate Profit Targets Hire Staff Slow Raving Fans Builds Morale & Morale & Culture Nobody is Talking Return Culture Disintegrates About Us Great Guest Guest Experience Experience is Anemic We Look at the Business This Way… Guests Staff/Employees Supervisors/Managers General Manager Regional/DO VP’s CEO Performance That RocksManaging Your Brand Ambassadors in a Millenial World