Performance is a function of effort (motivation) and talent (ability)

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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.

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