A negative working atmosphere can have a devastating impact on any team, but it can be especially harmful in the hospitality industry, where employees are constantly under pressure to provide excellent customer service. When employees are stressed and unhappy, it can be difficult for them to put on a smile and deliver the high level of service that guests expect.
Here are some of the ways that a negative working atmosphere can impact a hospitality team:
Decreased productivity: When employees are unhappy, they are less likely to be productive. They may be more likely to take breaks, make mistakes, and procrastinate.
A study by the Cornell University School of Hotel Administration found that a negative working atmosphere can lead to a 20% decrease in productivity and a 15% increase in turnover. The study also found that employees who work in a negative environment are more likely to make mistakes and to provide poor customer service.
Increased absenteeism and turnover: Employees who work in a negative environment are more likely to be absent from work and to leave their jobs altogether. This can lead to staffing shortages, which can make it difficult for the team to keep up with the demands of the job.
Another study, by the University of South Florida, found that a negative working atmosphere can have a significant impact on employee satisfaction and well-being. The study found that employees who work in a negative environment are more likely to experience stress, anxiety, and depression.
Reduced morale: A negative working atmosphere can demoralize employees and make them less enthusiastic about their work. This can lead to a decline in customer service and a decrease in overall productivity.
Increased conflict: Employees who work in a negative environment are more likely to experience conflict with their colleagues. This can create a hostile work environment and make it difficult for employees to focus on their jobs.
Poor customer service: When employees are unhappy and stressed, it shows in their interactions with customers. This can lead to poor customer service and negative reviews.
These points show that a negative atmosphere has a negative impact on staff wellbeing, and also leads to a poorer service. And both have a direct impact on the financial bottom line.
What can hospitality managers do then to create a positive work environment?
There are a number of things that hospitality managers can do, including:
Provide clear and concise communication: Employees need to know what is expected of them and where they stand within the company. Managers should communicate regularly with their employees and provide them with feedback.
Create a culture of respect and teamwork: Managers should foster a work environment where employees feel respected and valued. They should encourage teamwork and collaboration.
Recognize and reward employees: Managers should recognize and reward employees for their hard work and dedication. This can help to boost morale and motivate employees to do their best.
Provide opportunities for advancement: Employees want to feel like they have a future with the company. Managers should provide opportunities for employees to learn new skills and advance their careers.
Create a fun and positive work environment: Managers should make an effort to create a fun and positive work environment where employees enjoy coming to work. This can include things like social events, team-building activities, and employee perks.
By taking steps to create a positive work environment, hospitality managers can improve the productivity and morale of their teams, and provide a better experience for their customers. And happier staff will mean better service, and therefore, more revenue generated.
So please, next time you are about to shout to your staff, if only, think about the money you are about to lose.
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