28 JUNE, 2017

Why Feedback Matters

Feedback is a powerful tool – a catalyst for continuous improvement and employee retention. When used effectively, it can accelerate learning, improve performance, and detect subsurface issues before they become full-blown problems. A work environment rich in feedback tends to have better communications and more motivated, productive employees.

Feedback Rich Environment – The Impact

Two of the most cited reasons for employee turnover are:

1. Problems with management, and
2. Lack of development opportunities.

Adept feedback can address these concerns and create a cascade effect on the overall work environment and guest experience, impacting:

• Retention – Feedback lends a sense of learning, an understanding of expectations, and demonstrates manager care by fostering professional growth and sharpening skills, fundamental to career development.
• Loyalty – Feedback, with the intent to help, signals strong organizational support.
• Productivity – Employees and teams are more effective when issues are positively identified in time to make the adjustments necessary for peak operational performance.
• Innovation – Free-flow of constructive information, without fear or intimidation, is elemental to original thought and breaking stride. It enhances communication, collaboration, trust and risk taking; employees are more apt to share their ideas.
• Motivation and Engagement – Constructive feedback contributes to a sense of connection to their jobs, helping establish expectations and identify performance issues before escalating into problems.

Creating a Feedback Rich Environment

Feedback is as essential for developing, encouraging and reinforcing employee behavior, as it is for error detection and correction. So how can managers cultivate a feedback rich environment?

Hospitality Benefits suggests incorporating these four strategies:

1. Build feedback into all projects, not just during periodic reviews.  Ask: What’s going well? Where are adjustments needed? How might we do things differently next time?
2. Ask for feedback on your own performance. This shows how much you value others’ input and promotes trust. Be a good recipient of feedback. Ask clarifying questions, thank the person for sharing, and analyze the feedback objectively.
3. Deliver feedback objectively. Avoid judgment and jumping to conclusions, stick to what you know, and don’t forget the positives.
4. Work on your delivery. Ensure facts are straight, and tone and body language are not off-putting. Use a neutral tone and avoid statements that may appear condescending. End on a positive note.

An environment rich in effective feedback sends many positive signals – it signals to employees that you care; it signals to stakeholders and owners that growth and productivity are top priority; and, it signals to guests and others with whom you interact, commitment to continuous improvement.

It’s worth repeating… when used effectively, there is no downside to embracing a culture of constructive feedback. Give it generously, and receive it graciously.

If you would like to learn more about how we can help you promote employee engagement and appreciation of their benefits, with an eye toward health cost management, please contact Hospitality Benefits at 703-810-3700 or  [email protected].

About Hospitality Benefits:  Empowering leading hotel companies to lower healthcare costs by bringing hospitality companies onto one purchasing platform and equipping HR and hospitality leaders with tools and services to manage staff, compliance, employee appreciation and understanding of their benefits. Because our staff has an unprecedented blend of hospitality know-how and benefits expertise, we understand your priorities and deliver services seamlessly in a manner traditionally enjoyed by only the largest companies in the industry. To get in touch and/or learn more about how we can help you contain those ever-growing (and threatening) healthcare costs, visit www.hospitalitybenefits.com.