Improve Hotel Employee Engagement and Sharpen Your Competitive Edge
By Liz Moughan Senior Director, Global Industry Practice Group, Kronos Incorporated | March 06, 2016
Leaders in the hotel and lodging industries know that employee engagement is intricately linked to guest satisfaction and loyalty, as how guests feel about their experiences is significantly impacted by their interactions with hotel staff. Underscoring the importance of guest experience is the fact that nearly 80% of guests delighted with their stay are certain to recommend a hotel compared to only 2% of disappointed guests. While it's widely known and accepted that happier, more engaged employees have a positive effect on guest service, productivity, and retention, translating to competitive advantage, leadership often grapples with how to improve employee engagement and where to begin.
First, hotel and lodging companies need to define what employee engagement means to them. And how can the mutual commitment made by the employer and employees be reinforced effectively to truly create a "one team, one goal" culture that helps achieve the highest level of guest satisfaction? In a seasonal industry ripe with part time employees, high turnover is inevitable. It is essential to empower employees with tools to proactively address guest needs, ultimately helping to decrease turnover and absenteeism, increase morale and productivity, and keep guests satisfied and sharing positive reviews.
Technology Can Help
Advancements in human capital management (HCM) solutions offer an extremely effective way for hotel and lodging companies to achieve their organizational goals. This article will describe the importance of employee engagement in the hotel and lodging industries, introduce the concept of HCM, and provide specific ways in which HCM solutions can help hotel and lodging organizations foster a culture of engagement.
What Can We do to Improve Employee Engagement?
Employee engagement has quickly risen to the top of the list of concerns for companies around the world with 87% describing the issue as an important challenge. And with only 13% of employees worldwide engaged in their jobs, it's safe to say that employee engagement is an issue most hotel and lodging companies have struggled with at one time or another. While it is a difficult goal to attain, it is extremely important given the link between engagement, service, guest loyalty, and organizational growth.