raise effectively. Ritz-Carlton managers don't focus on what employees have done wrong but instead seek to help them improve on a given task. Supervisors use staff meetings to publicly praise employees. Criticism is done in private. One supervisor suggested sandwiching constructive criticism among the praise. "You did a great job this week cleaning the coffee pot," he would say, "but you're still struggling here. Let's work together on improving it." By offering the criticism in the middle of praise, he inspires his employees to exceed the expectations of the hotel's guests.
I chose to attend housekeeping meetings to make a key point: Motivation can and should take place everywhere within an organization. Simon Cooper cannot personally motivate each of his 35,000 employees worldwide, so it's up to his department managers to reinforce the brand and its values through daily interactions with their teams. Are your employees engaged? Are they inspired to follow your vision? Five-star service does not begin with them. It begins with you.
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