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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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.