Play the game and win!

Work can be stress­ful and bor­ing. But what if we could find a way of mak­ing tasks more in­ter­est­ing and re­ward­ing - ex­cit­ing and en­gag­ing, even? Master trainer Mark Dick­in­son, of Done! Hos­pi­tal­ity Train­ing So­lu­tions gives us some game-chang­ing so­lu­tions

Hospitality News Middle East - - CONTENTS -

As with all games, there need to be rules, win­ners and losers. Turn the com­pany into the game board and the team mem­bers into the play­ers. The aim is to mul­ti­ply your busi­ness, to set real goals that have gen­uine re­wards, un­re­lated to rou­tine earn­ings and salaries; prizes that play­ers win be­cause they played the game.

How do we do it?

First, you must keep in mind the ob­jec­tive of the game - to mul­ti­ply, not to grow. Growth means that you are look­ing at per­cent­ages and say­ing, ‘We can grow by five per­cent or 10 per­cent.’ The ob­jec­tive of this game is to ex­pand by 30 per­cent in a short pe­riod of time.

Set­ting up the game

1. Time­frame: 28 days to play - not a cal­en­dar month

2. Fix the dates for the game: from Mon­day to Sun­day, four weeks, with a start and end date. If you start and end the game in the mid­dle of the month, at a dif­fer­ent time from payday, for ex­am­ple from Mon­day, June 18, to Sun­day, July 16, the team will en­joy the prizes more and they will have a big­ger im­pact.

3. Play­ers: ev­ery em­ployee in the op­er­a­tion - in­di­vid­ual competition and team competition 4. Cre­ate the goals: sim­ple to un­der­stand and clear It is es­sen­tial to en­gage all po­ten­tial play­ers. Gather them to­gether and pro­pose the idea that if they grow the busi­ness, they will be win­ners. The team will amaze you; not only will they cre­ate am­bi­tious goals for them­selves, but they will also tell you what the mean­ing­ful re­wards should be. You should have three key, clear ob­jec­tives in mind:

a. Rev­enue goal – in­creas­ing month-on­month or on-year in­come by a set amount (of thou­sands of dol­lars) - re­mem­ber it’s a 28-day game

b. Item goal – sell more of a spe­cific dish, with the dish to be cho­sen by the play­ers. We cre­ate the goal us­ing prod­ucts from our of­fer­ing or a spe­cially se­lected prod­uct for the game. The team will tell you what they want to sell

c. Op­er­a­tional goals - pro­duc­tion team to make zero faults, pro­duce zero re­turns and give timely per­for­mances. Set goals for this based on cur­rent per­for­mance and an in­stant mas­sive im­prove­ment

d. Be open to other goals that the team pro­pose

5. Scor­ing the game - it is es­sen­tial in any game that the goal posts are fixed. Much like in foot­ball, the posts should be an­chored in the ground, with ev­ery­one clear on where they are sup­posed to kick the ball. If the ball goes in the net, it’s a goal and ev­ery­one cheers. Keep both the game and scor­ing sim­ple and crys­tal clear. Ex­plain how points are scored. There should be points avail­able for both the team and the in­di­vid­ual

a. Ser­vice team goal: ‘Av­er­age check growth’ (month-on-month or year-on-year) - each day that the av­er­age check goal is reached, the team score a goal

b. In­di­vid­ual goal: ‘Ex­tra item sold’ chart - for ex­am­ple, adding a shar­ing plate = 1 point for any player who sells that item

c. Pro­duc­tion and sup­port team goal: goals such as ‘Zero re­turned dishes’ (kitchen), ‘Zero de­lays’ (kitchen and run­ners), ‘Best run­ner of the month’ (elected by the wait­ers), ‘Best kitchen as­sis­tant of the month’ (elected by the kitchen team)

d. En­tire team goal: ‘Over­all rev­enue goal’ - a num­ber that ev­ery­one can see

6. Dis­play the scores on the wall - make sure that ev­ery­one can see daily progress. Cre­ate shiny, bright, happy goal charts that show the goal and the progress to­wards the goal

7. Prizes - the prizes must be clear and worth­while. Be bold and coura­geous. If you grow your USD 80,000 per month busi­ness by 15 per­cent in a month, say that is an in­crease of USD 12,000. Strictly speak­ing, only the cost of the goods sold needs to be de­ducted, with the re­main­ing monies gross profit, since the costs of the busi­ness have al­ready been ac­counted for in your reg­u­lar rev­enue, so you can af­ford to take up to 35 per­cent from the USD 12,000 and give it to the team for all their ef­forts. That would be USD 4200 in prizes!

a. Team goal – USD 750 split equally be­tween the ser­vice team

b. In­di­vid­ual goal – USD 475 best-sell­ing sales per­son

c. Pro­duc­tion team goal - zero faults – USD 750, 1 fault, USD 500, 2 faults USD 350

d. Best run­ner of the month USD 475 (voted by the wait­ers - 1 per­son, 1 vote)

e. Best kitchen as­sis­tant of the month USD 475 (voted by the kitchen team - 1 per­son, 1 vote)

f. En­tire team goal – USD 1,300 split equally be­tween all team mem­bers - mean­ing that the av­er­age check and the over­all rev­enue goal were both achieved. You work it out and make it fit what­ever goals your team cre­ates. Goals may be things rather than money. Your team may de­cide they pre­fer gifts, in which case, give them valu­able gifts.


The most ex­cit­ing part of this game is watch­ing your team per­form. En­cour­age them as you dis­play the score, and keep them fo­cused on the goal. Ex­pect their progress to be slower at the be­gin­ning than at the end. Once you have played the game, your team will un­der­stand that this is real and that if they put in ex­tra ef­fort, they will get an ex­tra re­ward. Isn’t that the essence of all busi­ness - an own­er­ship men­tal­ity?

Once they know how high they can go, ask them if they would like to play again, and they will set the goal higher and your busi­ness will grow even more.

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