Frontline Employee Feedback and Evaluation - Chapter 3

Frontline Employee Feedback and Evaluation

Technique 39

Incorporate Service Assessment in Performance Evaluations;

The standard form on which to complete all associates’ written performance evaluations should contain a section eval- uating customer service. For back-of-the-house employees, items such as teamwork and dependability can be addressed in this section as these items impact guest satisfaction scores.

Technique 40

Mystery Shop Telephone Etiquette;

Hotel associates’ telephone habits and etiquette should be shopped at least once per quarter. Are the hotel’s telephones answered promptly? Does the hotel representative identify himself/herself by name? Is the reservationist enthusiastic?

Technique 41

Offer a Balance of Positive Feedback;

Managers and supervisors cannot be complacent and must give constructive feedback whenever needed. Therefore, in an effort to avoid being perceived a negative or a ‘nitpicker,’ each manager or supervisor should not go home for the day without giving at least six positive pieces of feedback to associ- ates (e.g., “your shoes are nicely polished;” “I like the way you phrased that response to the guest inquiry,” etc.).

Technique 42

Mystery Shop Customer Service;

The hotel should use one mystery shopper guest every quarter to evaluate customer service at the various hotel/ guest points of contact. In some quarters, the mystery shopper should be disguised as a business traveler and in other quar- ters, the mystery shopper should be accompanied by a friend and be under the guise of a leisure traveler.

Technique 43

Set Cross-Training Goals;

In the section of the associate performance evaluation in which goals are set, all associates should have at least one goal related to being cross-trained on a new area within his/her department or in a different department.

Technique 44

Allow for Self-Assigned Goals;

In the section of the performance evaluation in which goals are set for the associate, s/he should be permitted to set at least one goal for himself/herself. The associate needs own- ership and buy-in on the goals.