Great Employee Experiences Drive Bottom Line Profits

By Joyce Gioia CEO, Employer of Choice International, Inc. | March 18, 2018

Worldwide, labor markets are tightening for top-notch hospitality professionals and for the lower levels and front-line as well. When you are recruiting a new team member, do you take steps to make that person feel valued? Do you and your team treat the applicant as an honored guest? Do you introduce the applicant to all of your people---not just folks s/he will be working with? Do you offer a tour of your property? When you do these things in the recruiting process, it will go a long way towards helping you win the war for talent.

How to Onboard Your Recruits

Once the new recruit is onsite, welcome the person the first day with a small gift. For housekeepers, the perfect small gift is clip-on picture frame they may use to keep pictures of loved ones with them on their carts. For office workers, including front desk and sales, it might be a mug of candy. Always consider a “welcome card” signed by the other members of the department or if you have a very small property, have it signed by everyone.

Orientation Is an Important Time

Orientation is often a make or break experience. Send the paperwork home so that people may review it with their spouses or significant others, ahead of time. In a small property, the orientation will frequently be conducted by the general manager or one of the department heads. That orientation must include showing the new recruit the Big Picture of the property, including what happens with guests when they arrive to check-in. When you show people that Big Picture, they are better able to understand the value that they bring and what is lost/missing, when they do not show up for work.

Interestingly, this small addition to your onboarding procedure will result in lower absenteeism and typically a higher level of engagement. When we conducted our research for the book How to Become an Employer of Choice (Oakhill Press, 2000), we discovered that the number one driver to employee engagement and retention was seeing how their job contributed to the organization.

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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.