Is Your Team In V-Formation? Focus On Teamwork

Gene Ference

Geese fly in V-formation for aerodynamic efficiency. Is management and staff focused on reaching a common goal through teamwork? Employee satisfaction surveys can help in making sure teams stay focused and fly in V-formation to customer satisfaction.

In nature, teams work together to more easily achieve common goals. Wolves hunt together in packs, forming a formidable force to be reckoned with when they surround and in unison, move in on their prey. They are much more efficient in a pack than is the proverbial lone wolf. Geese work together when in flight, taking turns as the leader when forming the familiar V-formation that aerodynamically cuts the air for more efficient flying. Even ants find better results through teamwork, whether in building nests or in finding the shortest route to food as they leave pheromones behind as they walk. As a result, ants that have found the shortest route to food leave behind more pheromones than those that have taken a longer route, effectively helping all of the following ants to take the shorter route.

The same should be said for your property. Every employee should be focused on reaching a common goal through teamwork. They should have clearly defined responsibilities that management supports by identifying strengths of each team member. Team members should be selected to compliment one another by utilising their differing skills and experiences.

During the team building process, associates' feedback, concerns and ideas are all important towards developing the team into a well-oiled machine. Semi-annual and/or annual employee satisfaction surveys can offer a wealth of knowledge and insight into these areas. Because the responses and resulting data are kept in strict confidence, the responses are therefore truthful and informative. HVS/The Ference Group and The Center For Survey Research has been providing the hotel industry with custom, detailed reports that have been data-mined from these surveys for over 20 years.

Associates that network and perform as a team in order to respond to guest's needs allow managers more time to continue to upgrade the working environment and help celebrate successes. Managers that communicate their approval and let their team members know of the great job they are doing inspire their team to even greater heights. Developing their team through education and allowing them time to problem solve is an investment that pays dividends for both the individuals as well as the property. Making sure that recognition is fairly distributed and that the team is appreciated can be an extremely beneficial tool.

Teams that have fun and enjoy their work will focus on yet higher goals and be more willing to get the job done, as opposed to employees that commit only to a humdrum existence of working their shift each day with no incentives in sight. If at all possible, throw a party, have an outing or invite your team for an informal get-together after work. Even if you can celebrate a team's success with pizza for lunch or a cake during a break, it is another positive reinforcement of the team effort and a building block to future successes.

Once again, whether or not employees are recognised for the contributions they are able to make to the success of the property is a measurable survey question that can aid in furthering recognition and promoting teamwork. It is extremely important to find out what the team's perception of their efforts are and not rely only on what management thinks or looks at. Realising the shortfalls as well as the successes of the teams can initiate new and improved avenues of attack to acquiring a more satisfied and loyal guest.

In a time when every customer is precious, when every hotel and casino is seeking a bigger piece of the pie, and when each property is looking to gain more loyalty in guests returning time and time again, the road to success may lie in the focus on teamwork. Individuals must work together within their department to wow the customer. Teams must work together between departments to present a seamless experience for each guest as well.

Management must focus on supporting, improving, recognising and rewarding excellence in teamwork. Line staff must focus on using their strengths and developing a close-knit team that effectively takes care of each guests' needs. Both management and staff need to focus on celebrating success and having fun while reaching team goals.

As in nature, when teams come together, they can offer a formidable force to be reckoned with. Finding that 'V-formation' that cuts through to service excellence and discovering the shortest route to your goals can provide limitless success to both individuals and to teams, and ensure that each property will not only survive in these challenging times, but prosper and grow.

(The author has served as an executive coach to many of hospitality industry's business professionals and has conducted management retreats in strategic focus, leadership development and team dynamics)