Essential Staff Motivation and Retention
By Sanjay Nijhawan COO, Guoman Hotels (UK) | June 06, 2010
Fail to look after your people, be they staff or customers, and you won't be around for long - whether you're selling shoes, diamond watches or burgers. In the hospitality industry duty of care, at a premium standard, for both staff and guests is what makes the difference between a good hotel and a great one.
It is certainly true that the hotel business certainly has to go a step further when it comes to its 'people'. If anything, the emphasis on getting your employment and retention policies 'righter' than the rest is even more marked and important. Hotels are in a pretty unique position in that what they provide for customers in terms of experience is 100% in the hands of the team on the ground. And since you are running a 24-hour operation, it means genuine consistency of service is required throughout each guest's stay.
Putting aside the economic disadvantages of high staff churn (the advertising for new employees, the time spent interviewing and chasing up references and then the cost of getting them up to speed with your organisation), having a settled workforce automatically brings with it the seamless delivery of constant excellence. Of course, your hard assets count - the location, a well-furnished property and great conference facilities are important because they draw in the guests. But they'll only do that once. Mess up the service and you can kiss any return visit goodbye.
So how do we ensure are staff are satisfied? We're all very different animals, and respond to situations in myriad ways. What's right for one surely can't fit all?
While it's true that deciphering what makes us all tick is a centuries-old puzzle, there are certain traits that we all display. Understanding them is the key to unlocking the best performance. Perhaps the best way to understand is to appeal on an almost primeval level to the things that drive us all as human 'animals'.
1. Moving on up