Hire and Keep: Steps in Attracting and Retaining Your Hotel Employees
By Marigrace McKay OpEx Professional, Self | February 26, 2017
Human Resource leaders in all business sectors are stumped by how to hire the talented employees needed by their businesses in order to meet company strategic objectives. This responsibility is especially difficult in the service sector of hospitality. In no other sector is the one-to-one personal connection more important, perhaps with the exception of medical providers. In hospitality, an employees' air, attitude, a wrong word or gesture can be perceived badly by the customer - a kiss of death. Or, with another customer the same circumstances can be received with over the top joy, acclaim, compliments, and kudos - a big win!
So how can Human Resource professionals in the hospitality sector hire a workforce and keep a workforce that satisfies all customers? This article will identify a few pointers that may make that job more satisfying and successful.
This may be unconventional to the employment lifecycle concept(s) but a simple approach might help. Think of two buckets: Hire and Keep.
In Hire there are targeted sourcing, attracting, and the technical employment processes. In Keep, there are training and rewarding processes. The HR skill set needed to manage technical Hire, is different than the engendering skill set needed in Keep. Hire is more technical, whereas Keep is more developmental/emotional - to this author's way of thinking. Let's talk first about Hire.
"The beginning is the most important part of the work." - Plato