Decoding the Millennials: Tactics That Engage and Retain

By Joyce Gioia CEO, Employer of Choice International, Inc. | June 05, 2011

For some hotel professionals, the Millennials, also known as Generation-Y, are an anathema; for others, they are simply a challenge to be met. However, whichever way you look at them, this generation is certainly different from all others. If you know which buttons to push, they can be extraordinary assets to your teams. Ignore them and they will leave. This article first explores the values and attitudes of these young workers, scans recent research detailing what they’re looking for, then offers some practical, low- and no-cost solutions to help you truly capitalize on these talented employees.

“They require so much attention”, my client said to me. “Our partners are going crazy, because they can’t get their work done.” My client was the office manager of a medium-size accounting firm, struggling with her fresh graduates who had never worked full-time in the profession.

Yes, the fact is, the Millennials do require more structure and supervision, but that’s just because they don’t want to make mistakes. Like most of us, “looking good” is very important to them. In addition, that value is just one of the things that are important to this youngest generation of workers. When we want to engage and retain a segment of the working population, we first look at their values and attitudes―because people make decisions based on these aspects of who they are.

Values and attitudes make a big difference

Values and attitudes are aspects that of our personalities which we hold most dear. Values are those things that are most important to us and attitudes are conditioned responses we have been reinforcing for years. This generation, in particular, has a unique set of values and attitudes. Work with them and you have very loyal and hard-working employees; ignore them and people will characterize them as “lazy” and “irresponsible”.

Millennials feel a high sense of “civic duty”. They want to “do the right thing” for their families and their communities. In fact, more Millennials have volunteered with their local non-profits than Generation Xers, the generation immediately before. With this value comes their placing a high value on both “morality” and especially, Corporate Social Responsibility (CSR). Millennials will make decisions about which employers they will join, based on their belief that their prospective employer is a good corporate citizen that will support them in “making a difference” in the world. The global accounting and consulting firm Deloitte and Touche is able to recruit the best and the brightest, in part because of its attitudes on CSR. Want proof? Take a look at their video at http://www.youtube.com/watch?v=9K0UZPqqkzg.

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.