What Hotels Can Learn From Award-Winning Hospitals

By Joyce Gioia CEO, Employer of Choice International, Inc. | April 10, 2011

There are many types of recognition for employers to strive to achieve. Among the most difficult to earn is The Employer of Choice® Award. This challenging designation is awarded to public, private, or nonprofit employers that demonstrate effective implementation of best practices in attracting, developing, and retaining outstanding people. This distinction places employers in an elite group of only 29 organizations total from across the country that have ever earned the distinction.

Create a "Safe Place" for Open Discussion

One of the leading healthcare organizations in Illinois, Memorial Health System of Springfield (MHS) is a community-based, not-for-profit, operating three hospitals, out-patient facilities, and dozens of physician practices in the area.

To accomplish its goal of reforming their culture, MHS developed "The Great Place to Work Shop", a weekly forum for leaders. The purpose was to provide a structured opportunity for them to examine survey results, interact and strategize, and receive training focused on best practices in leadership. They focused on and discussed different topics each week. Professionals from the "people division" were always available to meet one-on-one with leaders to further explore specific issues and challenges facing their departments.

The reasons for success of The Great Place to Work Shop are twofold: MHS created the workshops as "safe zones". Whatever people discussed in the work shop stayed in the workshop; leaders felt safe talking about their challenges and sharing ideas, insights, and suggestions with each other.

Second, while leaders were taught how to use the survey results to make changes, they were encouraged not to own the process. Since the survey results unveiled each department's view of employee engagement, they wanted each and every employee in that department to own their results. Moreover, MHS wanted the front-line employees to share their voice on what could/should be done to improve the situation. Working together, department leaders and their staffs embraced the need to develop and implement their own departmental plans to improve employee engagement.

Choose a Social Network!

The social network you are looking for is not available.

Close

Hotel Newswire Headlines Feed  

John Welty
Brenda Fields
Lewis Fein
Bonnie Knutson
Robert Festinger
Nina Curtis
Sara Fedele
Peter Brooke
Kurt Meister
Scott B. Brickman
Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.