Motivational management masterclass for hospitality managers
Motivational Management Masterclass for
Motivational management, raising morale and generating enthusiasm;
these are some of the challenges faced by Hospitality Managers on a day-
to-day basis. This is over and above all the other business decisions that
need to be made.
Guests nowadays have greater expectations of service, and a greater
choice of who they will do business with and spend their money.
Continuing research tell us that guests don’t make decisions based solely
on the quality of the hotel, the services they offer, or the price. The
quality of the hotel and the overall services offered are important to
But more important is the overall relationship with the organization and
the people who work in the hotel.
It’s about the people
Research by the Gallup Organization and others, shows that engaged
employees are more productive. They are more profitable, more
customer-focused, safer, and more likely to withstand temptations to
The best-performing organizations know that an employee engagement
improvement strategy will help them win in the marketplace.
Customer service training is a waste of time unless managers, supervisors
and team leaders are trained to motivate and coach their staff when they
return to the workplace
They need to experience the training undergone by their staff and then
support the training outcomes by daily on the job coaching.
They need to spend quality time with their staff, walking the job, listening
and observing interactions with guests, either face to face or on the
When they see or hear something they do like, they need to tell the team
member about it. When they see or hear something they don’t like, they
need to tell the team member about it and coach them.
How to do it
This highly interactive workshop will develop the talents of Managers
helping them to build a happy, highly motivated and engaged team.
This will make a positive contribution to customer service, and resultantly
increase sales and profits.
Learning Session Objectives
1. To define the role of a manager to include coaching and
2. To develop mutual trust through coaching
3. To empower staff
4. To develop skills in giving feedback
5. To develop skills in describing performance
6. Help staff get what they want, and build a happy and engaged team
Learning Session Benefits
1. Reduced absence from work, reduced staff turnover and the time
spent resolving staff issues
2. Less day to day problems with difficult staff members
3. A highly motivated team who make a positive contribution to the
Learning Session Action Points
1. Understanding your job - Identifying the responsibilities of a
manager and coach. Leading to an understanding of the benefits of
coaching for the manager in achieving their objectives.
2. The Human/Business Plan – Identifying human needs that need
to be satisfied when dealing with an employee. This ensures a
smooth transition into the business objectives that need to be
3. Developing a feedback/coaching plan – How, when and where
to deliver feedback. Developing the understanding that feedback
and coaching takes place, as and when employee behaviour is seen,
heard or has been reported.
4. The Pygmalion Effect in management – Becoming a positive
Pygmalion Manager. The way managers treat their employees is
subtly influenced by what they expect from them.
5. Some Words Are Better Than Others – Words to use and some
to avoid. Certain words can ‘trigger’ a negative reaction in the
employee and should be avoided.
6. Acknowledgement - How each of us gives, takes and processes
acknowledgement. A human’s need for acknowledgement is so
strong that they will sometimes behave badly to get that
7. Describing effective and ineffective behaviour – How to
describe performance be it good or not so good. The use of
descriptive words being very important to ensure understanding and
commitment from the employee.
8. Your impact on your team – How they see it, how you see it, and
how it is. Since these differences can interfere with communication,
it is important to consider them when giving feedback to
9. How to give Confirming and Productive feedback – Ten steps
you need to take to ensure that feedback and coaching is effective.
10. Principles of motivation in the workplace - Identifying
what motivates people at work. How to build a self-motivating
The program is run in workshop fashion. It is highly
interactive, with team exercises, group discussion
and skill practice. Participants are encouraged to
raise real life situations and discuss the challenges
they face. The program is fun and inspirational!
Participants will complete a personal action plan to
be used, after the workshop, on a day to day basis.
Your workshop leader
Alan Fairweather, The Motivation Doctor, is an International Speaker and
Alan did the job of a manager in four different organisations, over 15
He knows the real challenges that managers face every day, motivating
their teams, satisfying customers and delivering business results.
He formed his speaking business in 1993 and runs seminars and
workshops in the UK, US, Europe, Middle East, Singapore, Vietnam,
Indonesia and the Philippines.
He is the author of three books including:
How to be a Motivational Manager
How to Manage Difficult People
How to Make Sales When You Don’t
Available from Amazon and booksellers worldwide
You can reach him by email at: firstname.lastname@example.org
Or by phone at: +44 (0) 1383 306 391
Mobile: +44 (0) 7506 578 306