Hi Laveleen,
Since it is hospitality industry, you choose the following criteria. Please note that in this industry customer is the king and we cannot dispute this with any logic. Hence you need to take inputs from the customer in a non intrusive way(Not by asking him to fill an elaborate form or so) of his experience with your service.
1: Any incident that is positive and appreciated in words by the customer on any of our staff(Lowest level to the highest) can be one of the key parameter.
2: When a customer leaves(For eg if it is a hotel) he is normally asked to rate the service on certain parameters and in some hotels(My personal experience) they even ask any particular service like reception or checkin Cleaning the room or room service or housekeeping you liked. If a customer is happy he will definitely mention it. Then you can trace the name of the person and reward him.
3. Definitely service/hospitality industry needs to innovate itself. Hence any innovative method/product/service that your staff suggests and he owns this and drives it towards customer delight should be rewarded by employee of month.
4: You can also take parameters like attendance, punctuality, gromming (as mentioned in the excel somebody gave) etc as additional criteria for your selection.
The challenge for the organisation is to keep this award going on month after month. It should not become a pain where you have to select somebody because there is an award. Then people will not strive for this. There should be an acceptability among your staff that this person really deserve the award. Hence please plan for sustenance and forecast how you will run this program month after month. Once you set the ball rolling you need to keep it going :-). May be you will make the criteria tougher as you go on.
Regards
Srivathsa
Since it is hospitality industry, you choose the following criteria. Please note that in this industry customer is the king and we cannot dispute this with any logic. Hence you need to take inputs from the customer in a non intrusive way(Not by asking him to fill an elaborate form or so) of his experience with your service.
1: Any incident that is positive and appreciated in words by the customer on any of our staff(Lowest level to the highest) can be one of the key parameter.
2: When a customer leaves(For eg if it is a hotel) he is normally asked to rate the service on certain parameters and in some hotels(My personal experience) they even ask any particular service like reception or checkin Cleaning the room or room service or housekeeping you liked. If a customer is happy he will definitely mention it. Then you can trace the name of the person and reward him.
3. Definitely service/hospitality industry needs to innovate itself. Hence any innovative method/product/service that your staff suggests and he owns this and drives it towards customer delight should be rewarded by employee of month.
4: You can also take parameters like attendance, punctuality, gromming (as mentioned in the excel somebody gave) etc as additional criteria for your selection.
The challenge for the organisation is to keep this award going on month after month. It should not become a pain where you have to select somebody because there is an award. Then people will not strive for this. There should be an acceptability among your staff that this person really deserve the award. Hence please plan for sustenance and forecast how you will run this program month after month. Once you set the ball rolling you need to keep it going :-). May be you will make the criteria tougher as you go on.
Regards
Srivathsa