Using Social Media and Mobile Technologies to Recruit, Engage, and Retain Hotel Talent

By Joyce Gioia CEO, Employer of Choice International, Inc. | March 16, 2014

Most people value their smart phones over their laptops(1). Unfortunately, many business leaders, not only human resource professionals, have overlooked the value and growing importance of mobile technologies in people's lives.

We all know that the youngest generations, especially The Millennials, love this technology. Not only do they enjoy connecting with technology, it's almost as if it is an extension of who they are. They live and breathe social media and mobile applications.

As the hospitality industry replaces its sometime tech-reluctant retiring Baby Boomers with its tech savvy Millennials, we will see a growing importance to these, now established, technologies.

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That's why we were so impressed after meeting with Daniel Welk, the brilliant General Manager of the Hilton Kuala Lumpur. Daniel shared a story of one of his front desk clerks who had upsold a guest to their Presidential Suite. Instead of waiting until the next staff meeting or even the next morning, as soon as he found out, Welk sent a text to all of the department heads to "spread the word" about what his exemplary associate had done. The department heads, in turn, told all of their reports. Through the rest of the day, coworker after coworker stopped and took the time to congratulate the employee on her special accomplishment. One can only imagine the reinforcement that the employee received; and because everyone knew about it, she became a role model for others as well.

Social Media: The Recruiter's BF

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Coming up in July 2018...

Hotel Spa: Oasis Unplugged

The driving force in current hotel spa trends is the effort to manage unprecedented levels of stress experienced by their clients. Feeling increasingly overwhelmed by demanding careers and technology overload, people are craving places where they can go to momentarily escape the rigors of their daily lives. As a result, spas are positioning themselves as oases of unplugged human connection, where mindfulness and contemplation activities are becoming increasingly important. One leading hotel spa offers their clients the option to experience their treatments in total silence - no music, no talking, and no advice from the therapist - just pure unadulterated silence. Another leading hotel spa is working with a reputable medical clinic to develop a “digital detox” initiative, in which clients will be encouraged to unplug from their devices and engage in mindfulness activities to alleviate the stresses of excessive technology use. Similarly, other spas are counseling clients to resist allowing technology to monopolize their lives, and to engage in meditation and gratitude exercises in its place. The goal is to provide clients with a warm, inviting and tranquil sanctuary from the outside world, in addition to also providing genuine solutions for better sleep, proper nutrition, stress management and natural self-care. To accomplish this, some spas are incorporating a variety of new approaches - cryotherapy, Himalayan salt therapy and ayurveda treatments are becoming increasingly popular. Other spas are growing their own herbs and performing their treatments in lush outdoor gardens. Some spa therapists are being trained to assess a client's individual movement patterns to determine the most beneficial treatment specifically for them. The July issue of the Hotel Business Review will report on these trends and developments and examine how some hotel spas are integrating them into their operations.