Posts Tagged ‘hospitality management training’

The Daydream of a F&B Five-Tool Player

Wednesday, July 11th, 2012
Summer is flying by. MLB has just completed its All-Star game and baseball, like any well run sport or business, loves statistics. Baseball (at all levels) takes a very serious (fanatical?) approach when tracking, measuring and quantifying. In baseball you’ll find categories for RBI, HR, BA, ERA, Saves, Wins and many other metrics of the game.  If you’re in the food and beverage business you’d be well served to watch (like a hawk) your ROI, ROA, EBITDA, SpSqF, Comps, “Saves”, “Wins”, and other business metrics.

In baseball, I’ve always been most intrigued by the rarity of a “five-tool” player. A “five-tool” player is thought to excel in all the skills necessary to become an elite player. As you might imagine these skills include hitting prowess (which some measure as “on base percentage” plus “slugging” or “OPS”), base-running and speed, throwing ability, and fielding abilities. In each era of MLB, there seems to be only a handful of players recognized as processing all “five tools.”

It can certainly be stated that by the time a baseball player has arrived at the professional level, they have spent years practicing, being coached and playing in a multitude of actual games, all in an attempt to become more skilled at the above mentioned five “necessities,” but only a few are ever acknowledged as being complete “five-tool” players. It would seem that desire, dedication, fate and DNA all play a role in this designation.

The professional game of baseball would not survive if there was absolute dependence upon “five-tool” players. The game of baseball understands that they are going to have to “make-a-go-of-it” with “four, three or two-tool” players. Depending upon team needs, players that can catch and hit but can’t run, or who possesses any of the various shortfall combinations could still survive and thrive in the “bigs.”  

All of the above – brings a few quick questions to my mind for those in F&B.

1)      Have you ever defined what “five-tool” skills a “top player” (AKA manager) would need to be supremely successful in your organization? If you could draft and track the five essential management skills necessary for success or that you deem most important, what would they be?

2)      Have you developed your “farm system” to the point where your managers (AKA top players) are able to practice skill development, over and over again, before they get to the major leagues? As this is what has been proven over and over again to be the successful approach to professional level skill development.

3)      Have you come to terms with the fact that “five-tool” players and managers are rarer than hen’s teeth, and that you might have to adjust your “game” (systems and support) to acknowledge and thrive in this baseball and business reality?

Daydreaming is not necessarily a bad thing, but when historical facts present themselves – you might be best served by an awakening.

Engagement Buttons: Pressing Players to Invest and Excel

Monday, July 9th, 2012
J.B.S. ASKS…
How do I improve a manager from merely collecting his paycheck to making him or her truly invested in the organization’s success?THE STAFFING DOCTOR ANSWERS…
“Engagement” is a hot topic. It’s a new way of saying, “How do we get them to plug in and fully apply themselves?” The answer is as old as humankind: it’s accomplished through relationship building, and if you’re looking for “proof of life” of that concept, look no further than the success of Facebook, LinkedIn, or Twitter. People want to be plugged in.

The shortcut to improvement is to overcompensate for past shortcomings with Growth, Recognition, and Trust. According to many experts, these are the three bedrocks of employee engagement. Become fiendish about offering professional growth opportunities, provide oversized recognition programs, and transform yourself into the most trustworthy (from within and without) organization in the industry.

If you are looking to improve your manager engagement ratios and you can’t swallow the Big Three in one bite, then take a Vegas approach and increase the odds in favor of the house. In our current world of apps and clicks, you’re not just after job performance; you’ll also need to seize attention and interest. Sorry, but a rule book, time clock, good intentions, and paycheck are not enough to produce riveting engagement. Your odds of engagement success increase with every point of easy participation that you create into the collective/us rather than the individual/you. You need engagement “Easy” buttons.

Here are a few basic questions to get you headed in that direction. Do you have an on-boarding video of the perfect customer/guest experience from start to finish (clear wins for managers from the start)? Are you offering managers subsidies/scholarships toward professional grades/ designations? Have you leveraged your manager crowd-sorcery into “Scout Troops” (Talent Scouts to find fresh talent, Menu Scouts to find new menu items, Idea Scouts to push innovation, Safety Scouts to help reduce accidents, etc.)? Do you have an “Easy” app for at-large volunteerism? Might it be time for an internally facing Manager Concierge, answering questions/ fielding concerns/at-the-ready with helpful in-house navigation?

All in all, if you seek to increase manager engagement, you must create “Easy Us” participation points that engage the Body, Mind, and Spirit of your managers. Come to think of it, you might not want to leave anybody out of that invitation.

Chase LeBlanc is the founder and CEO of Leadagers, LLC, and is a hospitality management performance
coach with more than 25 years of experience. He is also the author of
High Impact Hospitality: Upgrade Your Purpose, Performance and Profits!

http://www.hotelfandb.com/biol/may-jun2012-staffing-doctor-engagement-buttons.asp