The industry is poised and prepping for the busy holiday weeks ahead. Having survived the Christmas/New Year’s onslaught and the January doldrums, the heavy action is about to take place. Have you been giving feedback to your staff, lift operators, groomers, ski patrollers, snowmakers and Lift mechanics, albeit the last two don’t interact with the customer as much as the others?
Imagine having been swinging chairs for the last six weeks at least and not having any idea how you are doing or what you can do better. The most you have heard is how you were late coming off a lunch break one day, and that was being yelled at. This is not an unusual scenario, and we wonder why there are staffing issues. How is this person going to interact with your guests over this busy period? You are the determining factor!
There is plenty written about giving feedback, just Google, and you’ll have access to lots of excellent input. Here are some simple steps to follow just in case you don’t get to Google:
- It is about the behavior, not the person. Don’t attack the person; this will make the situation worse. Identify specific behavior that you want the employee to change, explain why and share the benefit to the employee on how it will improve the work performed.
- Don’t sandwich the constructive feedback between platitudes of praise. Be straightforward. The employee will appreciate your honesty.
- Notice the positive; all feedback doesn’t have to be constructive. Motivation comes from the reassurance of doing good work.
- Follow up – just because we are coming into a busy week(s), be consistent with providing input to your staff. Ask them how they are doing, measure their improvement and if they aren’t, address accordingly. The biggest failure is ignoring the team and their performance.
Good luck in the weeks ahead – keep you lifties and on hill staff smiling and loving what they do. That is your job.