High performance comes from employees who want to contribute to their organization’s success. High performance can’t be coerced. It’s the result of the voluntary effort of employees.
Does your organization’s culture, especially its leadership practices and HR processes, encourage people to perform at a high level? How many of your employees just drag themselves to work each day because they need to pay the bills and there are no other jobs out there?
In business, we measure what’s important to us, so we can measure our success and track our progress as we try to become more successful. If you wish to improve employee performance, the starting point is to measure the factors that are important in influencing employee performance. Then you decide how to improve, and then you survey again to measure your progress.
No matter what you wish to focus on, an effective confidential employee survey is essential to accurately measure and evaluate your progress. An effective follow-up process builds employee commitment to company goals because employees feel valued by the company.
In boom times, management can look very smart without much effort. Top line revenue is strong enough to mask customer service problems and mediocre employee productivity. In difficult economic times, management’s job is tougher.
Organizations can’t afford to lose customers because of poor service. Employee productivity is also more important, because margins are tight. Employee engagement relates directly to both excellent customer service and high productivity.
- We customize every survey to your goals, needs and resources.
- We use a model of human performance to insure that your survey is complete in evaluating the factors that impact employee performance.
- Our surveys are designed to be actionable: (1) we divide large departments into smaller work groups (by job or shift) so that you get a detailed picture of the situation in each area and (2) we offer the option of getting reports for each supervisor (and up), which provides valuable feedback both for recognition and development of your management team
- Our administration guide helps you get a high participation rate (our clients usually have 85% – 95% participation). Surveys can be on-line, email, paper or a combination of the three as needed.
- We help you develop a follow-up process that gets the biggest impact from your survey. You will be working with a company owner (not employee) who has extensive first-hand experience using employee surveys to improve organizational performance.
Hospitality Resources conducts employee surveys on-line, using paper and pencil, or using a blended approach including both online and paper, depending on the needs and preferences of our clients.
Hospitality Resources provides all the support needed to achieve a successful Employee Survey, including:
- Designing a custom employee survey tool based on the culture, strategy and needs of each individual client.
- Assisting in developing a plan for conducting a successful employee survey, including administrative procedures and a communication plan, in order to achieve optimum participation levels.
- Creating customized reports with analysis by demographics and other key indicators such as:
- Individual Department Reports and Department Comparisons
- Individual Supervisor Reports
- Comparisons with Industry Norms
- Satisfaction Driver Reports (these reports show which survey items have the greatest impact on overall employee satisfaction)
- Job-level Reports
- Length of Service Reports
- Highest & Lowest Scoring Items
- Verbatim Written Comments
- Providing employee surveys in multiple languages, as well as translation into English of any written comments in other languages.
- Assisting clients in developing strategies to ensure participant confidence in the strict confidentiality of the employee survey process.
- Complete data and records management.
- Assisting in creating strategies for communicating employee survey results and follow up on issues.
- Rapid turnaround of all results and reports.
- Conducting focus groups to provide more specific information regarding key employee survey results.
- Providing other assistance and services as needed to ensure project success.
Why Use Hospitality Resources?
The main reasons to use Hospitality Resources are our personalized service, custom employee surveys, HR experience and excellent value. Some of the other ways that Hospitality Resources helps make sure your survey has the maximum impact on your organization’s performance are:
Detailed, Actionable Results
Our employee surveys are what we call “actionable.” Employee surveys by themselves are not of much value. The main value of employee surveys is the action that organizations take as a result of the survey. Hospitality Resources partners have extensive experience applying survey results in leadership roles.
There are a number of reasons our employee surveys are “actionable.”
1. Simplicity – we believe in short surveys (usually 30 to 45 questions) with simple, clear survey items. Managers are busy – if they get a huge amount of data after a long survey it can be overwhelming. If follow-up doesn’t happen because the managers can’t digest and act on the data, the employee survey was counter-productive, because employees will feel their opinions were ignored.
2. Human Performance Model – In addition to creating a custom employee survey based on your organization’s culture and goals, we use a human performance model when building your survey to insure that you are getting all the information you need to make changes that have positive impact on your organization’s results.
3. Easy to understand reports – again, if managers don’t understand the reports, it’s less likely that they will take action. Our reports are easy to read. It takes about a minute to explain how to read them.
4. Detailed work groups – we believe it’s beneficial to divide large departments into smaller work groups, so that the information is more detailed and follow-up action can be more targeted. Typically large departments are broken down into smaller work groups by shift or by position.
How does this help the organization? Many times there will be a department with an average score overall, but when you look at the scores by shift you see a very different picture. One shift might have an excellent score, one average and one poor. Getting this information would make it possible for you to recognize the excellent performance of one shift’s management team, while also looking into the problems causing low scores on the low-scoring shift. If the shifts had not been scored separately this information would not have been available.
5. Supervisor Results – We offer the option to get results for specific supervisors, as opposed to getting employees’ general feeling about their supervision. This additional information is highly valuable because individual supervisors get specific feedback. Also, the organization can recognize its effective supervisors and plan well-targeted developmental actions for those who need improvement.
Providing Hospitality Industry Norms
Because of Hospitality Resources’ extensive database of gaming and hotel clients we can provide new employee survey clients with industry averages for survey questions, provided they are used by at least two other clients. Most of our clients use about 80% existing survey questions that have normative data available, and 20% or so of questions that reflect the client’s individual culture, strategy and focus. For example, one casino client uses the survey to evaluate how completely the company’s values are being implemented throughout the organization. Another client asks questions about brand identity because that is a strategic issue for that organization.
Action Plan Follow-up Service
The survey itself is not the most important part of the survey process, the follow up is. Yet this part of the process is often neglected.
Action Plan Follow-up Service is flexible but includes three basis steps:
- A report on which departments have prepared action plans.
- One or more progress reports showing which departments have completed the employee survey follow-up actions due at the time of the progress report.
- A final report showing which departments completed their action plans.
Copies of these reports can be sent to the property General Managers, the COO, the VPHR, the person responsible for overseeing the employee survey, or any combination of these.
Because department heads know their work on the survey follow-up process will be monitored, it is far more likely that they will focus their attention on it and do a more complete job.
Hospitality Resources provides each property with a format which the overall property and the departments use to define their action plans and to report on the status of the action plans. This format includes the areas to be improved and, for each action, the person responsible, the due date for completion and the actual completion date.
Clients provide us with the names and email addresses of the departments and department heads responsible for preparing action plans. When the action plans are finalized, they are emailed to Hospitality Resources. The client establishes dates for the action plans to be developed, the progress report(s) and the final report. A week before these dates we send reminders to all department heads to update their plans (showing the completion dates for any actions that have been done) and send them to us. We then prepare a spreadsheet showing the status of the action plans for each department and send it to the client.
For more information on how Hospitality Resources can assist you with an Employee Survey, please contact firstname.lastname@example.org .