Through Sands Academy, Las Vegas Sands provides Team Members with an outstanding working environment, extensive training and other opportunities to advance in the hospitality industry. In the hospitality industry, performance management ensures that goals are consistently being met in an effective and efficient manner by teams in various departments. Taught by Ian Thompson, Director of Talent and Organizational Development, the workshop focused on how to motivate and help Team Members become a member of a high performance team.
“What are the most commonly occurring problems that you experience with your Team Members?” Thompson asked. “Whatever they may be, they sound like they are common sense but these incidents keep occurring. We as management need to set boundaries and make sure Team Members have what they need in their role to succeed and contribute.”
For orientation of a new employee, during the 60 to 90 days, they need clarity. After that time period, they should know what the job is and what their responsibilities and goals are. Managers also need to check for understanding by having regular meetings and checking in. Setting expectations is needed before hiring, when beginning a project or learning of new responsibilities. Thompson also recommends Team Members be hands-on in the workplace and not shadow a fellow Team Member. They can sometimes pick up bad habits or incorrect information and unless they’re doing it themselves, they sometimes don’t see the error.
“When a manager is addressing a new Team Member, I always recommend that they establish a team purpose and develop a visionary aspiration,” Thompson said. “The next step is to agree as to what will equal success. What does the boss expect their Team Members to do on a daily basis. Define with description and be clear of the expectations of the position. Be specific.”
Motivation is also a factor in making sure Team Members are contributing to the team. Thompson stated that most managers and supervisors don’t praise enough and that money, satisfaction, respect and promotion are good ways to motivate a Team Member. What is the expectation versus the actual performance? Managers must define the big picture and clarify the role for the Team Member. Expectation, performance and the role on the team need to be discussed and understood by all. Team Members need to know what they need to work toward.
“Establish what the mission statement of your team is,” Thompson said. “Empower your Team Members to be clear of their end goal and to contribute to the big picture. Conflict starts to occur when there is no clarity. State exactly what you like, and when you liked it. It’s important to be balanced – stating the good when the good happens and addressing the bad as well. If there is a desirable behavior you want, then ask for it. Coach, recognize and make sure they become accountable.”