You Don't Want Satisfied Employees Staffing Your Hotels
By Bob Kelleher President and Founder, The Employee Engagement Group | August 21, 2011
Engagement is particularly important in a hotel setting, where employee performance largely drives overall performance on various indicators - such as cleanliness, response time, absenteeism, and especially, customer service. Here are 10 steps hotels can take to improve engagement:
1. The link to high performance
Hotels need to build a culture of mutual commitment, by reiterating that both leadership and employees are in this together. You must make the business case for high performance and need to link assessment of individual employee performance to measurable and objectionable goals, and then bake these individual performance goals into the overall hotel goals. Clear, consistent communication should continually keep employees informed about your hotel's goals, and performance against these goals. Employees are motivated by achievement, and the more a hotel can link the overall hotel goal's with an individual's goals, the better off you are.
Although we're seeing a rebound, these have been a couple of challenging years for the hotelity business with both tourism and business travels. Successful leaders need to share the realities of the hotel's results with staff. What is our occupancy rate? What is our occupancy rate against plan? Are we ahead or behind our business plan for the year? By being open and transparent with business results, employees will better be able to understand why raises might be lower than previous years. Establishing a "we're in this together" culture should be your goal.
2. It starts at the top
Embedding employee engagement and high performance in an organization's culture require a high level champion. Successful leaders understand that they own engagement. You shouldn't delegate engagement to HR or corporate communication. The entire hotel leadership team, including your general manager, sales manger, hospitality director, etc. needs to practice the same principles and values that they want the rest of the hotel to exhibit. Never underestimate the shadow your leaders cast within your hotel!