Retention & Recruitment: Lessons from Your Guests
Flipsides of the Same Coin: Getting and Keeping Employees and Guests
By Eileen McDargh Chief Energy Officer, The Resiliency Group | March 08, 2015
Co-authored by Dr. Beverly Kaye, Founder of Career Systems International
We both travel much in our work as consultants and keynote speakers. We watch for ideas to help our clients create environments that support, nurture, and retain talent. We seek insights to nurture resilient organizations that grow through engagement challenges. We realize one source of continual insights often comes from our experience as guests in hotels around the world.
When asked to write this article, our collective brains hit upon an idea that many of you already have in place: superb training to enhance the guest experience and encourage repeat visits.
We marvel at the "guest" training that hotel employees receive and we wonder why we aren't doing a better job of treating our employees as "guests." Think about it: We want our employees to return day in and day out (just like a guest) We want them to feel as though the organization needs, values and respects them (just like a guest). We want employees to spread the word about the great place they work –just like we want a guest to speak highly of our property. What if those same methods were used with employees.
Eric Schmidt, co-founder and co-author of the book, Google, pulls no punches when he states that mangers spend a lot of time in the hiring process to recruit just the right person. " How do they pay you back? By leaving. That's right. News Flash: When you hire great people, many may come to realize that there is a world beyond yours. This isn't a bad thing...it's an inevitable by product of a healthy, innovative team. Still, fight like hell to keep them."
The hospitality field for HR professionals is being slammed with the need to replace an aging workforce, find and develop talent among significantly different generations of workers, create career paths to grow the next generation of leaders, plus measure and manage budgets that must be justified for recruitment and retention.
Getting these tasks done-tasks that will result in a vibrant, resilient organization--seems overwhelming. Yet, it is often the elegant, simple approach to keeping and attracting talent that wins the day.