Seven Hot Trends in Management Techniques

By Michael Goldstein President & CEO, Packard Hospitality Group | December 01, 2008

It's no surprise when I tell you that today's traveler has an overwhelming number of options available when selecting accommodations for business or leisure. The industry has become so keenly tuned in to what today's travelers are looking for, making it a challenge to rise above the competition and differentiate oneself from others.

We've equipped our stylish guest rooms with the most current, cutting-edge technology, provided unparalleled bedding made from the finest Egyptian cotton and luxurious spa-like guest baths and products. Yet all of those amenities and appointments can quickly dissipate in the eyes of our guests if they do not encounter employees who are responsive to their needs and sincerely hospitable.

Simply put, it's paramount to remember that the most logical and practical way to outperform your competition is directly through your employees. They are the ambassadors for your hotel - and should be recruited and trained to complement and enhance your multi-million dollar assets.

Recruiting Beyond the Classifieds

Many of us recall when recruiting for an open position simply meant that the personnel department placed an ad in the Help Wanted section of the local newspaper. That longstanding practice was routine and perfectly acceptable. Today, hotel management must be ready to recruit in increasingly creative and innovative ways. To catch the eye of the most qualified recruits in the hotel industry, think beyond common methods.

If you don't already, start using your company's blog to promote job openings. Encourage valuable staff to participate in a referral program that offers incentives if their suggested recruits prove a good match for the hotel. Have representatives at college fairs and local professional industry-related events - know your "backyard" talent. Advertise on professional organizations' websites. Offer competitive internships for college students. Bring department managers together regularly to discuss bright stars among staff - people who may be inside recruits when positions become available. In other words, cast a wide but targeted net to catch the best and the brightest.

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Coming up in March 2018...

Human Resources: Value Creation

Businesses must evolve to stay competitive and this is also true of employment positions within those organizations. In the hotel industry, for example, the role that HR professionals perform continues to broaden and expand. Today, they are generally responsible for five key areas - government compliance; payroll and benefits; employee acquisition and retention; training and development; and organizational structure and culture. In this enlarged capacity, HR professionals are no longer seen as part of an administrative cost center, but rather as a member of the leadership team that creates strategic value within their organization. HR professionals help to define company policies and plans; enact and enforce systems of accountability; and utilize definable metrics to measure and justify outcomes. Of course, there are always new issues for HR professionals to address. Though seemingly safe for the moment, will the Affordable Care Act ultimately be repealed and replaced and, if so, what will the ramifications be? There are issues pertaining to Millennials in the workforce and women in leadership roles, as well as determining the appropriate use of social media within the organization. There are new onboarding processes and e-learning training platforms to evaluate, in addition to keeping abreast of political issues like the minimum wage hike movement, or the re-evaluation of overtime rules. Finally, there are genuine immigration and deportation issues that affect HR professionals, especially if they are located in Dreamer Cities, or employ a workforce that could be adversely impacted by federal government policies. The March Hotel Business Review will take a look at some of the issues, strategies and techniques that HR professionals are employing to create and sustain value in their organization.