SUBSCRIBER CONTENT PREVIEW
FOR FULL SITE ACCESS SUBSCRIBE NOW or PURCHASE PDF ARTICLE
  • Guest Service / Customer Experience Mgmt

  • How to Effectively Communicate and Manage Multiple Generations

  • By John Ely, Senior Vice President of Marketing, Signature Worldwide

  • I am a Baby Boomer. I manage a staff of Boomers, Gen Xers and Millennials, and work with a set of Traditionalists. I think you see where I'm going here.

    As you might imagine, I have little or no trouble relating to the other Boomers on my staff, however, when it come to the Gen Xers and especially the Millennials, let's just say that I can sometimes be "out of touch." Being a marketer, my first line of defense is research when faced with an issue, and relating to, managing and working with a multigenerational workforce was just such an issue for me.

    Last year I started a research project to better understand all of these different generations. Some of the results were expected, and some were not, but it was amazing how people of those generational groups behave alike, have similar expectations (especially when it comes to customer service) and have comparable learning styles.

    Hopefully, my findings will help you in managing your own multigenerational teams. For the purpose of this article, I'll start by sharing a quick description of the four primary groups that makeup today's workforce.

    The Generations

    First, we have the Traditionalists. These folks were born between 1900 and 1945, and ...

  • TO CONTINUE READING SUBSCRIBE NOW or PURCHASE PDF ARTICLE

Already a Subscriber?

Login
Email:
Password: Forgot password?
Remember me on this computer

Who Subscribes?

"The Hotel Business Review articles are a terrific source for current hotel industry information and trends".


Donald Trump Jr., Executive VP of Development
Trump Hotel Collection

Hotel Business Review Guest Service / Customer Experience Mgmt

John Ely
Bonnie Knutson
Tina Stehle
Michael DiLeva
Roberta Nedry
Michael S. Wasik
Roberta Nedry
Coming Up In The March Online Hotel Business Review

"Hotel Business Review offers weekly articles for hotel management and operation and discussion on emerging growth markets."
Feature Focus
Hotel Human Resources: The Biggest Challenges
The economic challenges of the past four years have led many hotel companies to re-examine the ways in which they do business and how they deploy talent. In many cases, the work did not go away and fewer people were left to carry on the tasks that had previously been shared among many. As we work our way out of the recession and look forward to a healthier economic environment, there is an understanding that despite recovering business levels, we may never see the return of former staffing levels. This "new norm" of operating with leaner teams has led Human Resources professionals and people managers to look at career development and growth opportunities in a new light. The March Hotel Business Review will take a look at some of the strategies being used by successful hotel brands, and techniques human resource directors are currently exploring.
INSIGHTS FOR INDUSTRY LEADERS BY INDUSTRY LEADERS
"The Four Habits of Highly Effective Human Resources"
By James Bermingham, Vice President, Montage Hotels
"Embassy Suites 'The Circle of Leadership"
By Darci Riesenhuber, Director of Brand Culture, Embassy Suites Hotels
"Applying Consumer Marketing Best Practices to Employee Loyalty"
By Fred Bendana, Executive Director Client Services, Maritz Loyalty & Motivation
"How Incentives are Changing to Keep Existing Staff Motivated?"
By Jim Houran, Partner, HVS Executive Search
PLUS: Mobile Technology - Attracting & Retaining Top Talent - Education - Employee Engagement - Employment Claims & Litigation - Employment Contracts - HR Management.