How Employee's Inner Joy Can Increase Guest Satisfaction

By Dawn Miller Sander Partner, Conflict Transformation Associates, LLC | December 24, 2017

Do you smile when you think about or see Lucille Ball, Carol Burnett or Chris Rock? Chances are you do... "What do these folks have to do with my hotel property?" you are most likely asking yourself.

Study after study confirms that happy teams produce amazing results in the following areas:  increased productivity, improved revenues, and higher employee engagement.  Imagine how satisfied your guests will be when you and your team add joy to your property!  Let's take a look at the start of property manager Tom's busy day a few months back...

It is 730 AM, you were supposed to be at the hotel at 7 AM sharp for a leadership meeting and traffic was blocked;  "of course", you say, "on the very day I am due in early"...

As you enter the hotel, Maryann at the front desk smiles and says: "Good morning Tom! I heard there was a traffic accident on Interstate 81, I am glad you were not involved, good to see you!" As you rush to the conference room, you say to yourself "I wish we had 200 Mary Ann's working here, she is always smiling and chipper, I am glad she is the first person our guests see!"

Have you ever seen that person who can find happiness in any situation; the one who, while in the midst of a storm, is able to see the rainbow? That person has discovered the secret to fully access their inner joy and appreciate the benefits of happiness.  MaryAnn is one of these people.

Harvard Business Review (HBR) states that happiness is the competitive advantage to increase productivity, innovation and creativity. In fact, a decade of research proved that happiness raises nearly every business outcome for an organization: raising sales by 37%, productivity by 31% and accuracy on tasks by 19%. 

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Eco-Friendly Practices: Corporate Social Responsibility

The hotel industry has undertaken a long-term effort to build more responsible and socially conscious businesses. What began with small efforts to reduce waste - such as paperless checkouts and refillable soap dispensers - has evolved into an international movement toward implementing sustainable development practices. In addition to establishing themselves as good corporate citizens, adopting eco-friendly practices is sound business for hotels. According to a recent report from Deloitte, 95% of business travelers believe the hotel industry should be undertaking “green” initiatives, and Millennials are twice as likely to support brands with strong management of environmental and social issues. Given these conclusions, hotels are continuing to innovate in the areas of environmental sustainability. For example, one leading hotel chain has designed special elevators that collect kinetic energy from the moving lift and in the process, they have reduced their energy consumption by 50%  over conventional elevators. Also, they installed an advanced air conditioning system which employs a magnetic mechanical system that makes them more energy efficient. Other hotels are installing Intelligent Building Systems which monitor and control temperatures in rooms, common areas and swimming pools, as well as ventilation and cold water systems. Some hotels are installing Electric Vehicle charging stations, planting rooftop gardens, implementing stringent recycling programs, and insisting on the use of biodegradable materials. Another trend is the creation of Green Teams within a hotel's operation that are tasked to implement earth-friendly practices and manage budgets for green projects. Some hotels have even gone so far as to curtail or eliminate room service, believing that keeping the kitchen open 24/7 isn't terribly sustainable. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.