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Sean Taylor is a leading expert and entrepreneur in the hospitality industry. He’s led Up To Par Management and Taylor Hospitality in providing premium customer experiences throughout the country, and had some amazing wisdom to share with Zack Oates on this edition of “Give An Ovation” about managerial skills:
1. Hire People Who Share Your Values
It’s easier to have a productive culture when you hire productive individuals. If you’re in the hospitality industry, bring on people who care about being hospitable. When you can find employees who believe in the larger purpose of the company, managing gets a lot easier. It’s also much easier to align people to your values if they are clearly written down and easy to see.
2. Their 1st Customer Should Be Their 100th Customer
Sean recommends using less on-the-job training, and giving new hires ample time to practice and learn their stuff before they ever help their first real customer. This way every employee a customer interacts with will have the knowledge and confidence to create great customer experiences.
3. Use The RACI Model
For those that don’t know, RACI is a simple tool that helps employees identify their roles and responsibilities and erase ambiguity. According to the model, an effective employee is Responsible, Accountable, Communicative, and Involved (or “informed” depending on who you ask). Sean uses RACI because giving employees clear guidelines and accountability structures helps raise job satisfaction. Click here to learn more about RACI.
4. Don’t Revert To Pre-COVID-19 Behavior
Restrictions placed throughout the pandemic have shifted consumer behavior and desires. For example, people really like curbside and takeout, so it wouldn’t be wise for restaurateurs to get rid of them once we are on the other side of this virus.
5. Work Where You’re Happy
Put simply, “life is short”, Sean says, and we should work in an environment we enjoy with people we like. Sean finished by asking, “If you don’t enjoy that time with them, then what are you doing?”
Thanks for reading! Make sure to check out the whole podcast, as well as other interviews with restaurant/business gurus by checking out “Give an Ovation” on YouTube, podcast.ovationup.com, or your favorite place to listen to podcasts.