Leading Experienced Employees for Dummies

Field Research

on November 5, 2012

MARRIOTT DEL MAR FRONT OFFICE MANAGER

Front Office Manager Nicole Shook

How do you build trust with older workers?

Show them what you are capable of, keep your promises, as well as be honest and reliable.

What has been your biggest challenge dealing with older workers?

Gaining credibility from them. They tend to jump to conclusions too quickly when they should really let you make mistakes and learn from them. Another big challenge is getting them to overcoming a perception of you. You need to work with them at a closer level to build a relationship and communicate your goals to them. Make sure to find a way to relate to them!

How does your communication vary between new and older workers?

Don’t give older employees too much direction; they will take offense to that. Instead, ask more questions and check for understanding. Determine the older workers’ strenghts and weaknesses.

What are different motivation tactics?

Understand them as an individual and find out what they like; ask what is important to them (going home early, food, Starbucks, etc.)

How can you show that you value their work? 


WOW cards- give them out freely to everyone; encourage great accomplishments and behaviors as well as when these employees stay on track.

 

EASTBOUND BAR AND GRILL OWNER/OPERATOR

Eastbound Bar and Grill Owner/Operator Jason Nichols

How do you build trust with older workers?
One I think it’s confidence. If they know you’re confident in what you’re saying, they’re more likely to listen.
Knowledge is another. With knowledge comes confidence.

What has been your biggest challenge dealing with older workers?
It’s a catch 22 with confidence. When you deal with older people sometimes you second guess yourself. It makes you questions whether or not you more about this topic that they may.

How does your communication vary between new and older workers?
I try to treat everyone the same. It’s more about patience-I have less patience for more experienced people. That may not be right all the time, but I expect more if they have more experience.

What are different motivation tactics?
I find that motivation is the same regardless of age; I think the recurring theme among management is positive feedback. I feel that is the norm among all ages. I think it’s weird that feedback is what motivates people but maybe I’m just a different breed. However, I think it will change if the economy does not improve. Feedback will not matter as much and I think that the new generation will care more about money.

How can you show that you value their work?
That’s always been hard for me. I don’t pass out “thataboys” very often, so when someone does something I appreciate, I make sure it’s duly noted. I think people want “thataboys” for things they do as part of their job but I give them when they go above and beyond.

 

EASTBOUND BAR AND GRILL KITCHEN MANAGER

Eastbound Kitchen Manager Jeff Hall

How do you build trust with older workers?
Lead by example. It is pretty much the way to prove to them that you’re willing to do anything you would have them do.

What has been your biggest challenge dealing with older workers?
If a culture is already set, it’s hard to get them to change. You have to change the culture and most people don’t like change.

How does your communication vary between new and older workers?
I think it depends on the person and personality; not just age or experience. You could be treating someone in an inappropriate manner if you  assume age and experience are the only deciding factors.

What are different motivation tactics?
Most basic–stay employed! Make money but also complete tasks the way we want you to do them.

How can you show that you value their work?
I tell them or help them do things if they’re in a position where they need help. And of course, I assist them in the process of moving up in the company and financially.

Andrew Mosblech–Director of F&B, La Valencia Hotel

P.S. See video for interview

Ryan MagnerLead Server, La Valencia Hotel

Want to Demotivate Your Experienced Employees?

P.S. See Video for Interview


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