PAM FROM ORLANDO ASKS ...
Our GM's teenage son was
just hired as a bus boy in one
of our restaurants. He's a
great worker, has a terrific attitude,
and wants to learn the
hotel business from the bottom
up. One problem though:
His hygiene is terrible. In a
nutshell, he has intense B.O.,
and his work clothes smell
like they are rarely washed. My employees have
complained to me privately about it but have not
brought it up to him because he's the GM's son,
and they are afraid they'll be penalized if they
speak up. I feel the same way. How can I address
this situation without fearing for my job?
THE STAFFING DOCTOR ANSWERS ...
Pam, if your GM’s teenage son has raging hormones,
then perhaps his problem is one that
will be cured by the passage of time. But neither
you, your staff, nor your customers can
wait that long.
Do you think the GM knows that his son is
stinking up the place? Unless it’s an inherited
biological phenomenon or a cultural olfaction
developed at an early age, don’t you think the
dad has some inkling? And even if he doesn’t
know, do you think he wants his son to embarrass
himself and turn off co-workers and customers
alike because of his odors?
Looking at it from the GM’s point of view, I
doubt that he wants the problem to be
ignored. That being the case, he would probably
be just as likely to get angry at you if the
problem is not resolved as if it is resolved
poorly. What he probably wants most of all is
for you to solve the problem in an elegant and
diplomatic way that generates zero complaints
from—or humiliation for—his son.
It’s a delicate task but not impossible. Here
are 10 pointers:
1. Any and all conversations about this topic
must be absolutely private.
2. If he has a great attitude, start the conversation(
s) by talking about the things he’s
doing right, working to develop a “coaching”
relationship with him.
3. Introduce the “odor” topic by sneaking up
on it, talking first about something tangential,
like what it’s like to be a teenager.
4. Use similar situations to emphasize that
many folks have similar problems.
5. Objectify the problem. Blame the odors on
the clothes, not on him.
6. Talk about solutions other people have used
in similar situations.
7. Gently observe once or twice during the conversation
that success in the hospitality business
requires prolonged periods of close
proximity.
8. Avoid slam-dunking him. He has to perceive
the problem and want to fix it first.
9. Be patient and be strong, as this may take a
while.
10. If all else fails, reassign him to the hotel
laundry—he’s sure to learn a lesson or two
about offensive odors there.
