Discover Your AHA Moment for Increasing Employee Engagement

AHA (Appreciation / Happiness / Advancement)

By Nicole Perrotta Professional Trainer, Transformation Associates | January 01, 2017

At some point, we have all experienced that sinking feeling when a valued employee walks in to let us know that they are leaving. We ask ourselves the question, what went wrong? (if you didn't, you should have) After navigating through the initial onslaught of emotions when discovering you have lost yet another good employee, you might ask yourself, "What is missing? How do I retain top talent in this new generation of employees that constantly job hop in hopes of quick advancement?"

When we are losing good, highly valuable employees, the first place we need to look at is the engagement model. Do we have an engagement model that we are actively using? Is there a focus on high engagement? Do we know what engagement looks like?

What is Engagement?

Engagement is the extent to which employees commit to something or someone in their organization and how hard they work and how long they stay as a result of that commitment.

What Does Engagement Look Like in an Employee?

While disengaged employees are frustrated and more disruptive, in contrast engaged employees are happier and more productive. They produce higher service, higher customer satisfaction, increased sales, and higher levels of profit. In fact, companies with engaged employees, outperform those without by 202%. (Source: Dale Carnegie)

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Coming up in February 2019...

Social Media: Getting Personal

There Social media platforms have revolutionized the hotel industry. Popular sites such as Facebook, Twitter, Pinterest, Instagram, Snapchat, YouTube and Tumblr now account for 2.3 billion active users, and this phenomenon has forever transformed how businesses interact with consumers. Given that social media allows for two-way communication between businesses and consumers, the emphasis of any marketing strategy must be to positively and personally engage the customer, and there are innumerable ways to accomplish that goal. One popular strategy is to encourage hotel guests to create their own personal content - typically videos and photos -which can be shared via their personal social media networks, reaching a sizeable audience. In addition, geo-locational tags and brand hashtags can be embedded in such posts which allow them to be found via metadata searches, substantially enlarging their scope. Influencer marketing is another prevalent social media strategy. Some hotels are paying popular social media stars and bloggers to endorse their brand on social media platforms. These kinds of endorsements generally elicit a strong response because the influencers are perceived as being trustworthy by their followers, and because an influencer's followers are likely to share similar psychographic and demographic traits. Travel review sites have also become vitally important in reputation management. Travelers consistently use social media to express pleasure or frustration about their guest experiences, so it is essential that every review be attended to personally. Assuming the responsibility to address and correct customer service concerns quickly is a way to mitigate complaints and to build brand loyalty. Plus, whether reviews are favorable or unfavorable, they are a vital source of information to managers about a hotel's operational performance.  The February Hotel Business Review will document what some hotels are doing to effectively incorporate social media strategies into their businesses.