The Four Habits of Highly Effective Human Resources
By James Bermingham Vice President, Montage Hotels & Resorts | December 23, 2012
This year promises to be a year of refinement as we continue to slowly climb our way out of a deep-reaching recession and face down the challenges of a hotel market impacted by global crisis. Economic changes of the last decade may well have created a "new normal" for hotel operations. Many are unsure how this new normal will play itself out, but at least one hallmark of success remains unchanged: Companies that focus on its' valuable staff, associates and human resources leadership will thrive. In the end, we're still in a "people business," one that ultimately must revolve around serving not just guests, but associates as well.
Of course, top hotels have seen tough times before. Past recessions also meant doing more with leaner staffs. But today's even stiffer competition demands that enterprising hotels employ a bold strategy: Create growth opportunities -- and boost rev par -- by inspiring hotel associates to take guest services to a whole new level. At Montage Hotels & Resorts, we believe this can be achieved only if there's a correlation between exceptional guest service and a work environment tailored to meet our associates' needs.
The key focus areas of human resources management practiced at Montage are hiring and retaining the right candidate, focusing on the "wow" factor, setting high expectations for communications, and building trust through HR leadership.
1. Selecting the Right Person for the Job
A top priority for us is to attract and retain top talent. It is a priority because our brand is essentially delivered by our associates. We go to extraordinary lengths to attract the best people and build a character- and performance-driven culture centered on core brand values.
Over the years, we have refined and reframed our definition of top talent. We seek specific behaviors that represent our values as a hotel and the guiding principles that govern associate interactions. We seek respectful, humble people who are passionate, gracious, and of high integrity. This is one of the brand differentiators of Montage.