If you have been in this industry long enough, you run into THAT person that never seems to have a good thing to say about anyone. The guests are asking for the world. Mary isn’t cleaning the rooms right. The banquet housemen missed some spots in the ballroom. This is the person that sits in the breakroom and when someone else sees them there, they walk away rather than have their lunch listening to the inevitable rant.
Not the Norm
Hey, people complain, that is our nature. At times, we all need to vent, but that is not what I am talking about here. What I am talking about is the person that is simply incapable of having a good day. Furthermore, this is the person that is convinced he or she is the only person on the property that actually knows how to do the job the right way. From the GM on down, everyone else on the property is an idiot.
Active Listening
The process of an employee turning completely negative does not happen overnight. This starts with one problem or situation that is not rectified, then another, then another. It gets to a point that everyone, including management, just tunes that person out rather than address the situation. Take the time to sit down with this individual, as there may very well be an identifiable problem that can be fixed.
Discuss the Problem
When there is someone that is negative for the sake of being negative, the situation must be addressed. Let me ask you this… how many times have you heard another manager complaining about the same employee over and over and over again? They are doing to you what their staff member is doing to them. In both situations, the problem needs to be confronted and addressed. Ignoring it is not going to make it go away. And yes, it is an uncomfortable situation, but not every day in this industry is going to be strawberries and whipped cream.
Don’t Forget to Document
At some point, it may become necessary to take action, so make sure every conversation is documented. If the conversation is considering a counseling session with the staff member, make sure he or she signs the document or make note he or she refused to sign. When that happens, future counseling should be conducted in the presence of HR so there is a witness.
Grips Go Up the Chain, Not Down
In “Saving Private Ryan,” Tom Hanks is listening to a gripe from one of the enlisted men. Eventually, his man asks him if he is ever unhappy. He says yes, but he gripes to his major, his major to his colonel, and so on. Point being, do not fall into the trap of bad mouthing an employee to another staff member. The last thing you need to do is legitimize the general attitude the rest of the staff has because believe me, sooner or later, your name is going to get dropped. When that happens, the negative staff member now feels as though the entire world is against him or her.
Taking Action
There will come a time when there is an employee that is not savable. You have gone through the company process with write-ups and counseling, but nothing is changing the situation. It is difficult to take someone’s livelihood away from them, but you cannot risk the entire operation for someone that really doesn’t want to be there.
I have to admit, the first time I fired someone, I was devastated. My boss pulled me into his office and asked me a series of questions that changed my outlook on firing a staff member from that point forward:
- Did you try to address the employee’s concerns?
- Did you do everything in your power to fix the perceived wrong?
- Did you offer the employee training to correct the problem?
- Did your property counsel the employee?
- Did you make the employee aware of the attitude/work having continued, there would be consequences?
- Did you work the company process to ensure you did everything possible and by the book?
Question after question, I responded yes. Then he said the line that changed everything for me…
“You didn’t fire that staff member. He fired himself. You just delivered the news.”
In the hospitality industry, a negative employee can be like a cancer throughout the operation. Ignore it, and the entire department will be infected. Address it, try to correct it, and at times, yes, you will have to cut your ties with that staff member. While it is not a dream scenario for any manager or boss, you can take solace in the fact you did everything to make the situation better. Sometimes, though, that means letting someone go.
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Photo By fizkes