How to get honest feedback from your team (for free)

What's on the menu?

Meet the team

Who: Raj Markandoo
Role: Operations Director
Business: Marsham Court Hotel
Where: Bournemouth, Dorset

That serves up

A focus on community and sustainability
Flexibility on shifts and hours for staff
A healthy work/life balance for improved mental health

Recently we were lucky enough to share the stage with hospitality heavyweight, Raj Markandoo. We chatted about generational differences, and how businesses were dealing with them. One of the things that came out from our chat that everyone wanted to learn more about was the amazing feedback culture Raj has created at Bubala.

So we grabbed Raj for a cuppa and asked him to spill the tea on exactly what it is he and his team are doing that’s so special.

Bubalaing over with ideas

Bubala is all about serving up vibrant, decadent food that reflects the team’s passion for their culture and the hospitality industry. With 90 staff across two venues, it’s a busy squad made up of people with distinct skills – and a willingness to learn.

“Everyone has their own job description. But we don’t have a ‘this is all that you can do’ culture in the slightest. We all lean on each other, muck in and help out and look for opportunities to cross train wherever possible.”

Being able to lean on each other requires trust, and at Bubala, trust is built through open, honest communication.

The importance of feedback

Too many of our team members don’t feel like they have a clear professional path, or the training they need to reach the level. So much so that 71% of people who feel they lack the appropriate guidelines are planning to quit their current role. To try and right this wrong, Raj has implemented regular feedback mechanisms for his entire team.

He emphasises the significance of self-reflection and decision-making based on inputs from all levels of the organisation. By implementing feedback forms and engaging in regular appraisals, Raj and his team ensure that every voice is heard and considered.

"It's crucial to have buy-in at all levels," says Raj. "We need feedback from those working in service every day. They often have the best insights into what needs improvement."

How to do it:

Feedback forms: Develop and distribute regular feedback forms to all employees. These forms should be simple yet comprehensive, allowing employees to express their thoughts and suggestions – anonymously if it helps.

Regular appraisals: Schedule consistent appraisal meetings to discuss performance, gather feedback, and set future goals. These meetings should be a two-way street, where employees feel heard and valued.

Open forums and suggestion boxes: Create platforms where employees can share their ideas and concerns openly. Regularly review and address the feedback collected to show employees that their input matters.

Building an inclusive environment

Being open and honest means being inclusive and understanding, too. And Raj understands that inclusivity is something that needs to be there from day one. New Bubala employees receive a "Welcome to the Team" pack that helps identify any specific needs, like preferred pronouns or childcare commitments. This practice ensures that the workplace is accessible and welcoming to everyone, including neurodiverse employees.

How to do it:

Welcome forms: Introduce a "Welcome to the team" pack that captures essential information about new hires, such as preferred pronouns and any specific needs they might have.

Customised support: Based on the information gathered, provide tailored support to ensure a smooth transition into the team. This might include flexible work hours, special equipment, or additional training.

Continuous engagement and appraisal

Regular catch-ups and appraisals are integral to Raj and Bubala’s strategy. These interactions are tailored to suit individual preferences, like in-person or remote, and include an option for employees to choose their appraiser. This flexibility helps create an environment where team members feel comfortable and valued.

"Our team member catch-ups work on a three-month rotation," Raj explains. "This ensures that there's never a gap in communication and feedback."

How to do it:

Three-Month Rotation: Schedule check-ins every three months to ensure ongoing communication and support. These sessions can help identify any emerging issues and address them promptly.

Flexible Formats: Let employees choose the format of their check-ins, whether it’s in-person or virtual, to make them feel as comfortable as possible.

Embracing change and collaboration

Raj advocates for greater transparency and collaboration within the industry. By sharing best practices and learning from each other, businesses can collectively improve and innovate.

"There's power in collaboration," Raj states. "We can only get better with more knowledge and by working together."

How to do it:

Team building activities: Organise regular team-building events to strengthen relationships and build a sense of community.

Career development opportunities: Provide clear career paths and development opportunities to show employees that they have a future within the organisation.

Adapting to generational shifts

Understanding the evolving expectations of different generations is key to maintaining a motivated workforce. Raj notes the shift in attitudes from Gen X to Millennials and Gen Z. The younger generation often places a higher value on work-life balance and setting boundaries, which can lead to healthier, more sustainable working conditions.

"We need to embrace these changes and be dynamic in our approach," says Raj. "By engaging with our team members and understanding their needs, we can create a more supportive work environment."

How to do it:

Work/life balance initiatives: Develop policies that promote a healthy work-life balance. This could include flexible working hours, remote work options and wellness programs.

Boundary setting: Encourage employees to set boundaries and respect their personal time. This can prevent burnout and improve overall job satisfaction.