How Employee's Inner Joy Can Increase Guest Satisfaction
By Dawn Miller Sander Partner, Conflict Transformation Associates, LLC | August 20, 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%.