Retaining Your Front-line Employees with Great (but Simple!) Talent Management
By Rene Lewis Director of Human Resources , Signature Worldwide | February 05, 2012
Great employees know the importance of good customer service. They are willing to dedicate themselves to the success of the company they work for, especially if they are motivated and recognized for their success. Let them know how important they are to the company and to the customers. Pat your employees on the back for a job well done – they need you and you need them!
"Form doesn't matter. Just get back on the saddle and hang on!" That's what I recently said to a good friend of mine in an attempt to inspire her back into exercising. It came to mind as I thought of businesses having bad habits that can ruin whole or parts of organizations. One of the worst bad habits is poor customer service. So in this example, form definitely matters in customer service. Just getting your customers in the door isn't enough anymore. We need them to come back, tell their friends and family, write us positive reviews, and engage with us in social media discussions.
Most of us will admit that our customers are extremely savvy. In some cases, I bet your customers know more than your employees know – specifically about specials, packages, and what specific "honored" guests receive, when they stay with you. Customers are online checking out deals and doing comparative shopping through their mobile phones and notebooks. They are looking at ratings on the numerous sites that also list the good, and bad, reviews about your hotel and your direct competitors in the neighborhood.
When it comes to customer service, and retaining your great customer service talent, it's definitely time for a change. Nikki Baird, who is Managing Partner at RSR Research, said, "Customers have much more power in the [relationship] than they used to have, and there's no end in sight. When Girl Scout cookies have MySpace pages … and when a consumer can compare prices and availability through a Google product on their phone … the balance of power has fundamentally shifted."
So if customers have the power, what is a great hotel to do? The answer is to create great experiences that create great reviews and recommendations! This means retaining your front-line people who do great work. Without them, you're in a losing battle with a bad habit of poor customer service.
In regards to your hourly employees, keep this information in mind: