Hospitality Tough Talk Jeopardy

I do not want to hurt feelings

100

Performance Expectation vs Reality

• Kelly is your direct report and has worked as part of the Banquet team for the past two years. She has expressed she wants to grow her career and is seeking a promotion to the next level.
• You do not think they are ready for the promotion because they have not consistently performed at a senior level.
• Kelly believes she has checked off all the boxes as it relates to performing at a senior level and it is time to get a promotion.

TASK: Discuss and respond to the Start with the Heart questions from the perspective of the supervisor and develop an “and” statement.  

200

Dress Code

ROLE PLAY! 

Oscar is a new team member working with the Front Desk Team.Oscar joined the team two months ago and has completed his onboarding training requirements. Jean notices that the button-down shirt Oscar wears appears very tight, based on the appearance of the buttons pulling and at times you can see his shirt underneath. Additionally, he does not tuck his shirt in and the slacks he wears appear to be wrinkled. It is time to have a conversation about his appearance.

300

Body Odor

ROLE PLAY!

You are the Banquet Manager overseeing a department of 25 people. One of your team members comes to you and complains about Pat’s unpleasant body odor and how difficult it is to work in the same area. You agree to talk to Pat.

I do not know what to say!

100

Coaching Up: Leadership Style Differences

• After 5 years, Holly, the senior leader of your department and your boss, is retiring.
• You have been a team member with the company for 20 years.
• Holly’s leadership style was collaborative and she often sought perspective and insight from all of her direct reports before making decisions.
• Ryan is the senior leader that has been assigned to replace Holly. Ryan has worked with the company for 15 years and is familiar with several people on the team.
• Fast forward 60 days.  Ryan is sharing updates in a team meeting and shares new internal process changes that will be effective immediately. Ryan has previously not shared information related to this upcoming change with you or anyone on the team.
• Ryan invites the team to reach out if there are questions.
• You decide to follow up with Ryan to discuss your concerns about the recent decision. During the conversation, Ryan interrupts you repeatedly while talking and eventually says “This is how it is going to be. When I need your opinion, I will ask.”
• You leave the meeting feeling offended, devalued, and uncomfortable with Ryan’s style.
• After a few more weeks and repeated incidents of a similar nature, you decide to try talking to Ryan again regarding your concerns.
• STATE your path. 

200

Time and Attendance

ROLE PLAY ! 

Sidney has recently been missing work. She tends to call in at the last minute, and there seems to be a pattern developing of Mondays and Fridays. It is time to talk to Sidney.

300

Unfulfilled Commitments

• Dwight is your direct report and is responsible for maintaining a database of sensitive information.  There are specific timeframes and guidelines for the documentation of the information and the format of follow up notes. 
• A few days earlier, you overheard Dwight complaining about the tedious and annoying nature of the task while talking with another team member in the cafeteria. 
• At 5:45 a.m. Dwight sends you a text message that they are going to urgent care for a medical emergency. A few hours later, a relative of Dwight confirms he has been transported and admitted to the hospital for an appendectomy.  He will be out on PTO for the next two weeks.
• The next day, you open the database to review the information Dwight has maintained and you discover there have been no entries or updates in the past 30 days.
• Dwight returns two weeks later.  You know you must address the situation, and you do not want to make assumptions.
• STATE your path. 

I am uncomfortable talking about this!

100

Third Party Observation - DAILY DOUBLE!!

• Angela has been with the company for one year.
• Angela, Kevin, Darryl, and Phyllis work together in the sales department.
• For the last three weeks, Angela has noticed that Kevin has been slurring his speech during conversations with guests. Angela has also noticed a few times when Kevin returned from his afternoon break, his eyes were red. Most recently, Angela noticed he appeared to lose his footing and was walking off balance.
• Angela asks Darryl and Phyllis if they have noticed the same things. Phyllis denies witnessing the concerns while Darryl was unsure.
• Angela decides to report her observations to HR.

TASK: Discuss this scenario and the story Angela has developed based on her observations. List the facts based on the scenario. 

200

Time and Attendance

ROLE PLAY

You are the leader of your department. Your team member, Ryan, is often late getting to work. You have tolerated it for the past year, but your workload has increased, and you need all the help you can get, especially at the start of the day. With Ryan coming in late, it is starting to affect your ability to get your job done. You need to talk to Ryan.

300

Body Odor - TRIPLE DOUBLE!

ROLE PLAY 

Manager: You have noticed an unpleasant and musty smell when working closely with team member Jo. Several other team members have shared similar observations with you. You have not noticed this issue with Jo previously.  This is a recent observation.