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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