The answer to your question can best be found in the problem you're trying to solve with your checklist.

The fact that you're considering a checklist suggests that there are tasks your front desk staff aren't completing. Do you want to introduce a check list as a means of reminding your people to tend to things that they're currently overlooking, or is it more about accountability and getting a GSR's initials on the sheet as the person who took care of a specific duty in the event questions arise later?

My view has always been to keep checklists to a minimum as I'm convinced their presence at the desk can serve to dumb down staff by telling them 'its cool with mgmt that you can't remember the basics of your job w/o written instructions', as such I'd urge you to focus on training and higher expectations for your people rather than allowing them to lean on cheat sheets. OTOH, if you need accountability to keep staff from saying "well I thought so and so was handling this" than I'd stress limiting your list to those specific items were you've identified performance problems and not water down your sheet with other duties that your staff has proven proficent in w/o aid of lists and sheets.

I entered the biz back in 1979 and one thing I've found to be true over and over again is that employees at all levels, from GSR's to GM's will gravitate towards the level of your expectations. As such I try never to micromanage while letting my people know that I have confidence in them to do their jobs at astounding levels.
Received on Tue Sep 5 1:34:40 2006