How to Motivate and Inspire Staff During Hotel Transformation
By Jeff Hart General Manager, Los Angeles Airport Marriott | June 23, 2019
Hotel renovations are commonplace in today's hotel operation landscape. With recent years proving to show an increase in construction and redevelopment in the hospitality industry, and as managers, we too must re-imagine the ways in which we manage a team during a large-scale project. From facelifts to complete overhauls, properties must take the necessary steps to stay up-to-date with current trends, latest technologies, and the needs of today's travelers – which brings many hotels to renovation.
While the impact a redesign has on the hotel guest is often the first area of concern for management, a team should also place emphasis on inspiring and uplifting staff, as it is their overall project knowledge, enthusiasm, and feelings towards the transformation that ultimately trickles down to the guest and the experience they have on property.
As a Hotel General Manager, keeping the staff motivated, invested, and enthusiastic is the single most important piece of the job when it comes to team leadership. It is sometimes easy to forget that the guest is not the only one impacted by a renovation, and that every single associate is also affected. Their experience is also important to the entire renovation process.
The Los Angeles Airport Marriott
Being empathetic to what the team is going through must not be lost amidst the chaos of the day-to-day project mayhem. On the heels of completing a multi-million hotel-wide transformation at the Los Angeles Airport Marriott - a project that re-imagined the entire hotel, our team experienced both the highs and lows of a renovation that impacted every facet of our operation.
In order for guests and clients to have the most positive experience on property while under renovation, a team must work together to over-deliver on an outstanding experience that does not deter a guest. The experience should be one where they don't (or barely) even realize the substantial construction going on behind the scenes and around them. It takes an educated team activated towards that common goal to make this vision a reality.