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 June 2019...

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.