How to Prevent Your Employees From Sleeping with the Enemy

By Roberta Chinsky Matuson President, Matuson Consulting | December 15, 2013

"A hotel without its employees is nothing more than a building with beds," states Niki Leondakis, president and COO of Kimpton Hotels. That's why it's so critical to retain the employees who make your guests feel like they have come home.

Here's what you can do to make a lasting connection with those who matter-your employees.

Acknowledge people.

I've seen this happen on occasion, and I admit I've attempted to do this myself. You encounter an employee who is so exceptional that you vow to convince them to come work for your organization. I have found that in many cases, this is a lot easier to do than it should be. Here's why. There appears to be a real lack of recognition these days, especially for those in entry-level positions. Your front-line personnel are your hotel's most important asset. They are often the only face the guest ever sees. Yet they are also the most under appreciated employees. The people I have approached always tell me that they wish their employer saw them in the same light as I have. None have declined my invite to continue our conversation at a later date.

Don't wait until an employee threatens to go across the street and work for your competition. Instead, seek opportunities to remind them how valuable they are to your organization, and how much they are appreciated. Doing so in front of a guest or the boss will especially make their day.

Demonstrate trust.

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