How Hotel Operators Can Keep Their Employees From Burning Out

By Roberta Chinsky Matuson President, Matuson Consulting | August 01, 2013

There are few businesses where employees are expected to be "on" 24/7 and to always have a smile on their face regardless of how they are feeling. But this is exactly what is required of those who work in hotels. Some say that if you can't stand the heat, then get out of the kitchen. That old saying may have worked well for other generations. But what happens when the next generation isn't as tolerant or committed as the one that came before them? Will you be able to compete for talent with the 9-5 industries and if so, will you still be able to create a five-star experience with employees who resemble characters out of the Zombie movie, The Night of the Living Dead? Here are some steps you can take to prevent this nightmare from happening in your hotel.

Frequently monitor your staffing levels and adjust accordingly

It's always great to be able to do more with less, but at what cost? There is only so long that a person can comfortably handle doing the work of two or more people. In the end, something has to give. An overworked and overtired employee will either be fired for substandard performance or will walk away if they are unable to personally manage the situation.

Pay attention to signs that may indicate it's time to bring staffing levels up to where they were pre-recession. This includes, employees falling asleep on the job; a sudden increase in employee absenteeism; a spike in employee turnover; pleasant employees becoming irritable.

Move employees around

Some jobs are more stressful than others. Identify which jobs fall into this category and then consider cycling these people into less stressful positions at similar pay rates.

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Fred B. Roedel, III
Hermann Elger
Kelly McGuire
Bonnie Knutson
Alan Young
Jonathan Greenbaum
Lorraine Abelow
Andrew Glincher
Jennifer Dunphy
Caroline Cooper
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.