Library Archives

 
Linda Ginac

Technology has been dramatically changing almost every field and industry in the last couple of years and the hospitality one makes no exception. The transformation could be perceived as either positive or negative, but is undoubtedly disruptive. And the customers have no intention to wait for the industry to adapt. On the contrary, they require the best services possible. That is why, hospitality executives and the human resource departments have no choice but to implement efficient software in their operations and keep up with the ever changing environment in the field, keeping their employees engaged and their performance optimal. Read on...

Zoe Connolly

From “human capital management” to less sophisticated terms like “colleagues,” it’s imperative for hotel leaders and HR folks to establish clear lines of sight into how a candidate, an employee and a property can support growth. This can be done through highlighting the importance of local brand, the importance of teams, and the overall approach to guest experiences. The following article aims to explain why certain properties do a better job than others when it comes to retaining guests and employees alike. Read on...

Zoe Connolly

The recruiting process can be very difficult, but it doesn't have to be. Recruiters that leverage successful approaches from other areas of a hotel, such as marketing and sales, can generate value for the industry by limiting the amount of time that roles go unfilled and finding stronger candidates. The easiest way to get the most out of the hiring process is to be thorough and never stop recruiting. In this article we take a look at 4 key ingredients that ensure a maximum return on your recruitment investment. If you employ these techniques in your hiring process you can be guaranteed to bring in stronger employees. Read on...

Miranda Kitterlin, Ph.D.

Generational differences have always caused frustrations, in society as well as the workplace. The response to the millennial generation by many older industry professionals was originally to try to bend them to our own views and values: tell them the requirements of the job, enforce performance standards and disciplinary actions, tell them they are not special, and fire them if they can't get on board. What is interesting about this approach is the idea that we could completely change an entire workforce of over 80 million laborers. A series of discussions with numerous millennial workers offered insight on more positive and productive strategies. Read on...

Eliezer Quinones

In today's world of hospitality and hotel management, fostering the perfect work environment can be difficult. With a bevy of personalities and ever-changing expectations, managing a robust team is a crucial skill that team leaders must possess. In this article, Eliezer Quinones offers his insights on hotel management, building an enigmatic team, driving business through teamwork, and achieving goals. We will explore the best ways to communicate with your team, motivate your work staff, find value in their skillset, and more. Read on...

Zoe Connolly

There are many approaches in interview techniques as part of your hotel recruiting strategy. For hiring managers looking to find the perfect candidate, the phone interview can be fraught with opportunities to inadvertently scare off the best prospective employees. This can happen for a number of reasons, all of which can be overcome with a bit of preparation and practice. This article looks at ways to get more out of phone interviews and as a result, you will spend more time interviewing the most qualified candidates and greatly increase your chances of hiring an A-player. Read on...

Gary Isenberg

Payroll and related labor costs account for nearly 35% of a hotel’s operating budget. Despite increases in minimum wage and health insurance responsibilities, this line item presents the most controllable of the expenses, thanks to Staffing Guidelines and Rooms Production Analysis. And in light of these rising wage and healthcare costs, it becomes even more imperative hoteliers implement proper labor practices and standards at the property level. Hotel managers can wrest control of their properties’ biggest expense — payroll — by developing, monitoring, and constantly updating their scheduling and staffing practices while zeroing in on payroll areas where they can make the most difference. Read on...

Zoe Connolly

A number of reputational and institutional concerns have cropped up that make it harder for major hotel chains to attract top tier talent at all levels. This is particularly true of high quality younger candidates, for whom the perks offered by tech companies, including free lunch, casual offices and unlimited vacation, have become a defacto expectation. This article looks at the ways that the largest hotel organizations can dispel myths, overcome hurdles, and create meaningful engagement with the employees they most want to attract. Read on...

Zoe Connolly

A perfect job description can encourage passive job seekers to become active, drawing out quality candidates and giving a hotel a deeper pool of talent from which to find the ideal new hire. For hotels, job descriptions should go beyond details of what the job will entail to become selling documents that attract quality candidates. However, writing an intro that accomplishes this can be incredibly difficult. Here are six steps that will help a hotel uncover stronger candidates. Read on...

Zoe Connolly

The interview process works both ways, as hiring managers and candidates alike decide if the job is the right fit. Often times, however, managers leave an interview wishing they'd asked a different question or explored a topic further. Rather than being left with more questions than answers, here are 8 ways that hotel leaders can get more out of the inteview, better understand an applicant's potential, and eliminate the chances of alienating a quality candidate. Read on...

Michael Schubach

We are now at a point where artificial intelligence is no longer an "if" question - it is an inevitable "when" - and the impacts could be enormous. In human resources, specifically, we are already beginning to see AI technologies inform better hiring decisions and predict future job performance through machine learning, one of the more fruitful branches of AI. So, how could the hospitality industry benefit from the use AI technologies in our HR departments? Let us explore! Read on...

Mark Ricketts

It's been reported that millennials decide within their first 48 hours with an organization whether they will stay on for an extended period of time. Talk about first impressions being the most lasting! Most importantly, the accession and training process for new hires must reflect what works best for our operating model and how we believe people should be treated within any organization. This article will discuss some best practices in making any new hire feel welcome to a hospitality organization while "coming up to speed." It will also consider strategies and techniques that will help keep unproductive misconceptions or misunderstandings from arising between employer and employee. Read on...

Zoe Connolly

More often than not, the wish list a recruiter's been handed is a purple squirrel of sorts. This can work as long as there is flexibility, but that isn't always the case. Companies can get stuck on the requirements, but it's never a great thing to be to firm with requirements (unless the job is 'doctor' or 'pilot'). The best teams are made up of people that respect the organization, respect the vision, get along well with others and are able to excel in helping other team members improve their own proficencies. This is a yin and yang way to look at your team; finding candidates who help mask weaknesses. Read on...

Ashish Modak

Hotels and especially luxury hotels are glamorous in their appeal, their style quotient and the wow feel they deliver to all their patrons. And every hotel and resort has its set of superstars who perform their acts to perfection. Very often these very stars are celebrated and written about. But, how about the secret armour that every hotel carries in its back offices and hidden troves? This essay attempts to bring forth the contribution of many such superstars who work day in and day out in quiet anonymity through their careers. It is time for all hotel managers to celebrate the contributions made by these teams who truly form the nervous system of the hotel world. Read on...

Brenda McGregor

In an industry where so much depends on a hotel management company's ability to deploy motivated, experienced and talented people, attracting and retaining high-quality employees is an urgent-and constant-priority, especially today. It's one thing to say "we need good people" and another thing to make it happen. Brenda McGregor, Vice President of Human Resources at Chesapeake Hospitality, offers critical insight about how companies can boost their recruiting and retention efforts to attract top talent. Let's take a look at some of her expert tips and the company's best practices that have translated into a strong industry retention rate and defined company culture. Read on...

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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.