I am trying to get my staff more engaged. I am looking for ideas on how to stress the importance of their position. We are a small club with limited staff hours so most of my employees work very little & I feel they are disconnected from the job. I found a great article on the importance of the front desk staff & had a hard time getting them to read that. I want them to feel like their job is the most important part of our club. Any suggestions would be great!
Great question. Your front desk is like your first line in the army. They are generally the first people that your clients and potential clients will have a chance to interact with…their position and how they handle themselves is critical.
The first thing that comes to mind in helping to get them more engaged is a mission and/or vision statement. Do you have one for your organization? If so great. Take some time with each of your front desk personel and help them to see how their position supports your mission. Try to get them to “buy into it”. You can simply ask them if they are inspired by this mission. If not, you may have to rethink your mission, or get rid of those personnel.
If you don’t have a corporate mission, I would begin working on one and try to involve all of your staff in the process. This will create a sense of greater responsibility and ownership for their position.
With a powerful mission, you can then use this to help create specific expectations of your front desk staff – such as “greetings and salutations” – basically the expectation is to greet all clients coming through the door warmly and getting and learning names.
Regarding meetings, I think you should only meet as often as you need to. Again you can ask the staff for their thoughts. At this meetings you might perform some role playing in dealing with different front desk scenarios that may pop up.
Lastly, you should make it clear what is expected of your staff and make sure they are aware of both the positive and negative consequences of meeting or not meeting those expectations. The positive consequences should ultimately reflect back to your corporate mission, but can have other extrinsic items, like prizes, eligibility for bonuses, etc.
Lastly, lastly: Going out of your way on a regular basis to let each teammember know you appreciate them is a big deal!
Hope this helps.