Create an Innovative Culture with Your Hotel's Guest Service Team
By Scott Hale Chief Experience Officer, Brand New Stay | April 08, 2018
What's a 'speed bump?' A speed bump is anything that stops or slows your progress. Speed bumps can be anywhere. You may have even installed a few. However, when assessing the speed bumps across your organization, and throughout your guests' and team's experience, it's important to keep an open mind.
If you don't think that your spot has any speed bumps, go ahead and ask your team what they think. Ask them what frustrates them. What they feel like is unnecessary, or confusing, or both. Find out what derails them from offering your guests an otherwise awesome experience. Let them be honest with you, and be sure to be honest with them.
You may even have some speed bumps in your way. What's stopping you from getting your team and your guests what they need to be successful?
Recruiting Speed Bumps
- Your Referrals
Before locking-in on your team and operation, take a look at your welcome mat from an employment candidate's perspective. To attract the right talent to your open positions, you've got to take a close look at how you're attracting applicants. If you're like most employers, word-of-mouth is your number-one referral source for new applicants.
What's the biggest speed bump to a successful word-of-mouth referral campaign? The team that you're attempting to add to. If your existing team isn't over-the-moon about their employment experience with you, they won't recommend one of their qualified pals or acquaintances to join the party. The lack of current-team referrals could be a major barrier to your recruiting success, and indicative of even bigger organizational challenges.
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