5 Successful Tips on Managing Millennials in Your Hotel Workforce

By Rocco Bova General Manager, Chable' Resort & SPA | October 14, 2018

About 10 years ago I was working in India for the opening of a luxury hotel in New Delhi. It was then when I had my first share of this new, incredible generation.

I began studying everything I could on the subject, analyzing and comparing data available with real life examples, as they were to be the main source of labor for the hotel. And to my surprise, it was all correct… Millennials are really amazing people, only if you know how to handle them.

My research helped me in many ways to understand this so called 'new generation''. In reality this is exactly what I (Generation X) wanted to be 10 years earlier. So in fact, I created them.

Remember the days of the first mobile phones?? Big, bulky, heavy, with few and simple functions and short battery life. Well the answer to that and our wish was, small, light, with several functions and long battery life, because this is what we (Gen X), wanted. We wanted to be mobile, to work away from the desk, do more tasks in less time and thanks to the technology that we developed. It all happened!

I am not sure it makes sense to the readers, but it did to me at the time and still continues to. I have been reading and teaching my Millennial staff since, and frankly, all these wrong myths about them are, in many aspects, unfounded.

I don't agree they are difficult, I don't agree they want too much too fast and I don't agree they don't know what they want. What I do see, it's me, when I was their age, only with 100 times more resources (technology) at 100 times the speed.

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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.