Keep Your People Engaged and Delivering on Your Brand Promise
By Adam Cobb Regional Manager, Halogen Software | March 17, 2013
At the risk of stating the obvious - or resorting to an overused saying - your people are your greatest resource, especially those considered high performers. And nowhere does this hold more truth than in the hotel industry. Despite this truism, many hotel and hospitality organizations lack strong talent management programs that will keep their people engaged, productive and loyal.
Not surprisingly, the absence of these programs can also hinder recruiting efforts in an industry that's already plagued by high employee turnover.
Now, factor in the recovering economy and the problem of attracting and retaining good employees becomes even more challenging. With consumer discretionary spending on the increase for items such as hotel stays and vacation getaways, will providers have the employees to meet demand and deliver that high level of customer experience that converts into word-of-mouth recommendations and return visits?
When we look at this challenge more closely, the question you really need to ask is: does my organization have the right people in the right roles at the right time to deliver the stellar customer experience that our business and leisure guests expect from our brand? With effective talent management practices in place your hotel will be ready - with the engaged staff and high-performance culture that will turn first-time guests into returning ones.
According to Deloitte's, Hospitality 2015: Game changers or spectators?, the most successful companies in 2015, will be "those that are able to most efficiently engage with consumers and clearly differentiate their offering from competitors. Delivering their brand experience consistently and at a transparent price point will be vital to success."
More than a chocolate on a pillow