Consistency and Communication: Give employees the tools, information, and feedback they need to get

By Jed Heller President, The Providence Group | October 28, 2008

Have you read reviews of your property on the Internet? If you haven't, the experience may be a real eye-opener. At even the finest resorts and hotels, reviewers (past guests) often complain about rude or inefficient service from hotel staff. But at resorts where staff is friendly and welcoming, reviewers will often dismiss dated furnishings or other concerns to rave about the people who made their stay special.

What does this mean to you? It means that your staff members really are your most important asset. And if that's true, shouldn't that be where you're investing your time and energy? Developing and maintaining an effective employee communication and training protocol may be the highest yielding management effort you can make. You just need to give employees the tools, information, and feedback they need to get the job done.

As a consultant, it's easy to see where employee communication has been ineffective when I make resort visits. In these cases, employees frequently demonstrate frustration with their inability to perform their work. They're not following policies and proper procedures. In speaking to employees, I hear the same concerns over and over again. Resolving the situation requires making employee communication a constant priority.

Tools and Information

Employees need the proper tools to be effective in their jobs. Yes, maintenance staff members need screwdrivers and housekeepers need cleaning solutions, but all employees need information. Your orientation program is your chance to provide that information, showing employees the expectations for their specific job and also for your organization. A recent survey by the International Association of Business Communicators revealed that almost half of the companies surveyed had failed to effectively explain to employees the purpose of their jobs and the mission and strategy of their businesses. Those companies are missing a vital opportunity to engage employees.

Beginning with orientation, explain exactly what the job responsibilities are to each employee, including the standards that will be used to assess their performance. In addition, explain what the mission and goals are for your organization and how you assess if your organization is reaching those goals. If your resort is periodically reviewed by your franchiser, show new employees how your resort will be rated and explain how their work fits into the big picture.

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