Happy Employees, Happy Guests From Boutique Properties to Major Resorts
By Sam Ross Executive Director , Visit Carlsbad | April 17, 2016
Research shows that positive engagement with hotel employees has a major impact on guest satisfaction, creating a distinct set of challenges for properties of all sizes. Carlsbad, California, located along the Pacific Ocean coastline north of San Diego, is home to a range of accommodations, from boutique inns to some of Southern California's most luxurious resorts. Where a larger hotel may benefit from best practices in training and hiring, an intimate property may be able to offer highly personalized service – how are hotels in Carlsbad responding to these challenges to ensure guest satisfaction?
In Carlsbad, California, visitors experience the casual luxury that typifies Southern California. Known as "The Village by the Sea," this Northern San Diego getaway is famous for world-class golf courses, seven miles of uncrowded beaches, and several of the region's top spas, complemented by a charming small-town atmosphere.
Whether overnighting at a boutique inn or a luxury resort, travelers to Carlsbad enjoy a range of special amenities, from farm-to-table dining to pop-up beach parties and exclusive wine pours. And while these offerings are sure to please, what truly sets apart the hotels in Carlsbad is one critical element: their people.
The Right People
Superior guest service is the hallmark of an outstanding hotel stay. What this means is that a positive guest experience comes down to personal interactions, one-on-one exchanges with the employees that are literally the face of a hotel property. To ensure guest satisfaction, it becomes critical for management to attract, hire and train the right people.
In a tight labor market, hotels are constantly seeking to attract the best talent, and this search can present an even larger challenge to independent properties without the name cache of major brands. Small boutiques and major resorts alike can benefit from the insights of Kimberly Malaspina, vice president of hospitality at the 86-room boutique hotel West Inn & Suites: "Providing an amazing work environment with people who are committed and consistent in growing others allows you to attract top talent."
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