Performance is a function of effort (motivation) and talent (ability)
Core idea from the book: The Talent Delusion: Why Data, Not Intuition, Is the Key to Unlocking Human Potential by Tomas Chamorro-Premuzic
Anyone's peak performance is their talent.
Anyone's typical performance is effort.
Continuous performance, consistent performance, needs both Talent & Effort.
You can help your team and yourself improve both.
Why is this relevant to Hospitality & Service Industries
People, make all the difference. The same SOP (Standard Operating Process), the same recipe, comes out differently depending upon who is creating it.
The same hotel, restaurant, venue, kitchen, with the same team, change performance when a key person/leader is changed.
The same person delivers varying levels of service on different & difficult days.
Actionable Insights
remember - Performance is a function of effort (motivation) and talent (ability)
For Talent
Identify the specific behaviours that enhance performance in any given role.
Start small. Make a list of just the top 3 things that matter.
Invest in your people - training, counselling, continuous feedback.
For Effort
Make a list of demonstrable behaviour that will be counted as effort.
Ensure people are recognised for the effort and not just results.
Lead from the front. Let the team see your effort.
Real-World Example
For The Front Desk
Talent would include:
Welcoming guests
Communicating with guests
Processing bills
make sure you measure your team's talent on these parameters. play games, quizzes, competitions, etc
Effort would include:
Helping guests with difficult requests
Carrying luggage
Helping housekeeping with rooms when in a crunch
Want to make this WOW?
Have everyone in the team assess each other on two parameters - talent & effort. Award the 'person of the month' based on this.
Put the scores up for everyone to see.
Applaud and recognise people who increase their scores, month on month.
As always, feel free to write to p.bedi@eclathospitality.com if you would like to implement this insight for your team, unit or company.