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Kirby Payne, CHA

The hospitality industry loses too much talented staff to other industries due to low pay, demanding hours, and inadequate support. The assumption is that the low pay, demanding hours, and inadequate support aren't enough of a detriment to drive them from an industry that they love. While that scenario is true for many, it means that we also lose too many people with incredible potential. READ MORE

Merrick Dresnin

An Employee Assistance Program (EAP) is often the most underutilized benefit offered to those in the workforce. Employees and Company Leaders generally know little about it, and do not recognize its value. EAP, however, is priceless when individuals need guidance or when a crisis strikes. Despite what carriers may try to claim, the value of EAP is not in the metrics of utilization, reduced absenteeism, etc. The treasure provided by an EAP is that it provides answers to seemingly unanswerable questions created by personal or company-wide disasters. READ MORE

Timothy Flohr

When most people think about "project management" their first thoughts are generally not about the hospitality industry. Even though it is one of the largest industries in existence, there has not been a concerted industry-wide effort to embrace project management. However, hospitality firms from across the entire industry, from mom-and-pop operations to global hospitality giants, are planning and executing projects on a daily basis. READ MORE

Mark Heymann

Mark Heymann – an industry expert with over 40 years of experience in hospitality and restaurants, sheds light on the importance of labor management optimization amid the COVID-19 recovery period. The entire labor management process has changed, and hotels will need to develop an enhanced focus on internal staffing variables in order to recover. Guest expectations will drastically change so hotels will have to evolve in order to exceed these new expectations. In this piece, Mark details the various ways hotels should look to adjust their approach which includes fostering an engaged staff, balancing flexible scheduling, shifting to task-oriented labor and more. READ MORE

Dan Sines

Nearly 8 million hotel and hospitality employees have been laid off or furloughed since the COVID-19 pandemic brought travel to a standstill. But what happens when life resumes and business comes back? Traitify CEO Dan Sines offers advice to hiring managers before they face a tidal wave of applications from unemployed workers looking to return to the industry. READ MORE

Mark Heymann

The hospitality industry is going through an extremely difficult time right now due to the COVID-19 pandemic – employees across the country are being laid off and furloughed daily. Whenever the country does make a return to normalcy, hospitality will need to have structures in place to gradually restore the industry. It's certainly not going to happen overnight. So, companies need to use this extended period of downtime to formulate a rebound strategy that will set them up for success, which includes cross utilization and managing several financial aspects that hotels will need to develop a firm understanding of during this downtime. READ MORE

Ron Mitchell

With a high turnover rate, the hospitality industry as a whole is struggling with how to recruit the right employees and increase worker retention. Ron Mitchell is an HR tech founder who is using data insights to help hospitality workers define career paths and goals. Recognizing two key industry trends - that hospitality provides more opportunities for career growth than most other industries, and that strong customer service skills make hospitality workers prime recruitment targets for other industries like healthcare and property management - Ron's answer for employers is to invest in their employees' personal career growth, so that when they're ready to grow, they'll grow with you. READ MORE

Andrada Paraschiv

Your employees are your hotel's most valuable asset, and it's important to protect both them and your guests in times of crisis. Without a solid communication plan that accounts for frontline employees' needs, you run the risk of a chaotic internal environment, which ultimately leads to a negative guest experience. And in crisis situations - like a natural disaster, a live shooter situation, or public health threat - inconsistency or errors in communication can have far more serious and tragic repercussions. Use these three strategies to facilitate communication with frontline employees during a crisis. READ MORE

Mark Heymann

The hotel industry is complex, and every hotel and restaurant is different – where the hotel is located, the skills of the staff needed to effectively run the operation, the number of restaurants, cafes and other amenities offered – the list goes on. Finding the right labor management system is time consuming and requires extensive research, which is why so many operators chose to go with a simple, one feature set-approach. On the surface it reduces stress because of its ease of use, but depending on the business, a one-size-fits-all approach just won't cut it. READ MORE

Rick Garlick

This article examines the importance of an engaged workforce for hospitality companies, where employees are working directly with customers all day and a positive guest experience is highly valued. An engaged workforce starts with cultivating talent and incentives to keep employees motivated in their work. This article also goes into detail on how hospitality companies can increase motivation, including cash bonuses, incentive travel and special merchandise. In using these tools, hospitality companies position themselves to succeed in any economic environment and helps prevent employee turnover. READ MORE

Frank Passanante

Year after year, companies invest in off-site meetings and events to better enable their employees to build in-person connections. Face-to-face interaction has consistently been identified as a critical component to company growth, employee success and overall productivity. In my role at Hilton, I am consistently asking for feedback from my team of sales professionals and our customers. From those conversations, we see several trending themes across the meeting and events industry that we expect will continue to grow in importance in 2020. Let's take a look at what these important trends are... READ MORE

Hicham Jaddoud

Hospitality organizations may spend tremendous amounts on improving the guest experience, but they still have ways to go in improving their employee turnover and training. The hospitality industry has a culture of high turnover and lack of training due to different internal and external factors. Experiential learning and customized training programs may not only support employee retention and improve morale, but ultimately provide a positive guest experience, drive repeat visits and increase profitability. From an employee's perspective, there is the added benefit of creating a pipeline of promotable employees. From the guest perspective, better-trained employees are going to deliver better on the company mission statement as well as the brand standard. READ MORE

Mostafa Sayyadi

The true basis of leadership was built upon a model that generated two sides of an X and Y axis. On one side is the concept of leadership that creates change through taking a process-oriented and the other as more of a relationship-oriented approach. Based upon the management versus leadership idea, a manager always has to be a leader but a leader does not always have to be a manager. READ MORE

Mostafa Sayyadi

Many hotel executives see organizational effectiveness as an outcome of various factors such as employee engagement, information technology and strategy, and a culture inspiring innovation and creativity within hotels. Furthermore, hotel executives are encouraged to improve the bottom line and increase organizational performance. Financial and non-financial measures can illustrate whether the hotel's culture, employee engagement, information technology and strategy are contributing to bottom-line improvement. READ MORE

Mostafa Sayyadi

Hotel executives understand how knowledge management as facilitating organizational processes and activities enhances corporate learning to organize existing information. I stress that knowledge management is a strategic resource for corporate learning. Many hotels still implement corporate learning development projects without sufficient consideration of their knowledge management infrastructures. Hotel executives can see that cultivating corporate learning requires developing knowledge management infrastructures within hotels---not only at the higher echelons of the hotel but at every level. They can manage knowledge to expand the growth opportunities available to hotels that may be challenging but important to close the gap between success and failure. READ MORE

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Coming up in November 2020...

Hotel Design: Home Away From Home

With the rise of the sharing economy and the peer-to-peer marketplace for lodging options, hoteliers are re-thinking the look, feel and appeal of their locations. There is an emphasis on re-creating a feeling of homeyness - a comfortable, cozy and inviting space that feels like home. 'This is accomplished through the careful selection of furniture design, paint colors, lighting design, artwork, bathroom fixtures and textile accessories. In addition, some hotels are providing their guests with upscale amenities, such as a book and movie library, home-style kitchenettes, a coffee machine with locally-sourced beans and tea, or even a batch of fresh-baked cookies. Similarly, there is a growing design trend based on the concept of place-making. Travelers are searching for experiences that are unique and authentic to the locale in which they find themselves, and so hotel designers are integrating a sense of place into their work. This is partially achieved by incorporating traditional artisanal crafts and other local artwork into hotel rooms and communal spaces. Another design trend includes the creation of full-service, co-working environments within the hotel. Guests don't like to stay alone in their room when they need to work, so now they can go downstairs to the lobby-or up to the roof-to work among others. These areas encourage guests - and non-guests alike - to stay as long as they like and to partake of hotel amenities. Finally, recognizing the importance of the Wellness Movement, some designers are exploring how room design can increase the likelihood of deep and restorative sleep. Creating dark and quiet spaces, blocking excessive light, providing guests with a selection of different kinds of pillows, and the ability to control room temperature, are a few of the best practices in this area. These are some of the architecture and design topics that will be covered in the November issue of the Hotel Business Review.