Hospitality staff lack motivation, according to People 1st

Further figures have found that nearly two-thirds (60%) of hospitality managers have not helped their staff to develop their careers further, whilst 39% claim they don't even like their managers. Some 29% confided that their superiors talk down to them. Sharon Glancy, director of The People 1st Training Company, said that as an industry we need to address these issues: "Inevitably, the way that people feel about their business influences the way in which they engage and interact with customers. There is strong evidence to suggest that effective employee engagement improves job satisfaction, organisational commitment and empowerment and has a positive impact on business performance. "It's critical that companies fully appreciate the impact poor management and communication skills can have on their business, particularly in the run-up to the Olympic Games and other high-profile events. From our experience, training that uses neuro-linguistic programming, such as our Accelerated Behavioural Change programme can help address some of these issues." Glancy provides some useful tips: "In these tough economic conditions, managers need to have the skills to lead staff effectively in order to deliver exceptional customer service. Loyalty, morale, performance and productivity all suffer when management gets it wrong. "Nearly two-thirds of respondents felt that their superiors had failed to help develop their careers further. For a business to perform consistently well it needs a steady stream of effective leaders. Failing to develop and nurture staff indicates short-term thinking amongst a significant number of managers." On a positive note, nearly half (43%) of employees reported that their managers recognised their contribution at work and 63% felt that their managers were accessible. 70% of employees also revealed that their managers had provided constructive criticism.