Six Tips to Welcoming New Hotel Employees and Building a Loyal and Gratified Team

By Shannon Colbert Vice President of Sales and Marketing, Endeavor Hospitality Group | November 04, 2018

There's no place like home. And when your career is in hospitality, top priority is creating a welcoming sense of home for your employees, a place where they feel they belong. Hotels provide a space that is both inviting and an escape from your home routine, a place where you can experience a new city and get a taste of a lifestyle different than their own.

Having spent the last 20 years in this industry, I've had a front row seat to experience a myriad of hospitality functions – from front of house customer service and back of house staff positions to hotel operations and executive leadership, and everything in between. The overarching theme I've learned in a career spent amongst countless hospitality workers and guests is the importance of taking impeccable care of employees and treating them with the same level of intention and attention provided to guests.

Ensuring guests have the best possible experience starts with making employees feel at home and treating them like dear family. Having a staff that feels wholly welcomed and connected to one another provides the atmosphere for our guests to recharge and explore their destination with a sense of ease. 

Below are six tips and best practices for onboarding new team members and keeping them happy and engaged. 



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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.