Resolutions That Can Help You Attract and Maintain Talent

By Zoe Connolly Co-Founder & Managing Director, Hospitality Spotlight | December 20, 2015

While the holidays are traditionally among the most busy times in the hospitality industry, enterprising executives and entrepreneurial managers also see an opportunity to implement new resolutions that set the groundwork for a successful next year. These can range in scope, from implementing new technologies or team building initiatives, through refining social media presence and cleaning up job postings.

New Year's creates an opportunity for those in the industry to review the past year, build on successes, and correct concerns.

Here are six ideas that can make your resolution building season worthwhile, while creating goals that you can stick to all year round.

Clean up Your (Digital) Profile

For better or worse, social media is now a part of a property’s online presence; one that can influence the opinion of travelers and potential employees alike. Make sure what is on social media, job sites and being distributed is what you want the people you’re trying to attract to see.

Start with basics like questions about reviews. Are they accurate? If they’re negative, have you made steps to improve a situation, and in the cases of many review sites, let the site’s editing team know you’ve made the proper steps? If they’re positive (we’re hoping for this), do you a plan in place to thank guests who have left them? Next move on to sites like Facebook, Twitter, Pinterest, LinkedIn, etc. Do these sites put your best foot forward?

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.