In the last five parts of this series I have discussed how to create the right culture by having a clear vision and shared values and using my 10 Golden Rules of Service. I also looked at recruitment and selection of staff, induction and various training and motivation tools. Finally I talked about the all-important first impressions and how to impress guests, how to run reservation and reception, the bar and the restaurant. In this final part of the series I will concentrate on how to measure success.
In my early career as a young manager 17 years ago, there were very few, if any, measurements available. I was not taught what to look for or what was important for a business. The only notion I had about measuring success was that it was about quality and top line revenue. I am lucky, however, because I have always understood the link between quality and success. Many young people nowadays are the same as I was and (some) employers still fail to recognise the skills and knowledge gap. They do not actively teach the necessary skills that would develop and grow both their employees and the business. By skills and knowledge I mean both soft and hard skills as well as beliefs and attitude, but I will come back to that.
Below are a few important questions to ask when it comes to measuring success or identifying what success looks like:
● What is success?
● Can you measure it? If so, how?
● What should you measure?
● Will the measure you use really help you to be successful?
● Can you always measure success accurately?
In the past and certainly today still, businesses and managers mostly measure the very important financial side of the business. And so we all should for obvious reasons. However, it is not the only important benchmark for a business.
On the contrary, to be successful businesses need to measure their performance from many different angles and perspectives. Only this way can they get a true and accurate picture of their overall performance and ensure the long term survival and success of the business.