The Importance of “People Power” and Associate Engagement
By Steve Van President & CEO, Prism Hotels | July 07, 2013
The success and failure of both brands and individual properties in the hotel industry ultimately comes down to one thing: people.
While there will always be a number of design and facility-related factors that contribute to experience-features and furnishing, perks and price points, decor and dining options-the single biggest ingredient in the guest experience is the personal touch. It is people who make great hotels successful; who make them stand out, and who, ultimately, make them profitable.
"Hire great people" is such a common piece of industry advice that it is a cliche. What is discussed less often (and in less detail), is what happens next. What has to happen for hotel owners to not only identify and hire the right people, but to get them all on the same page, foster a professional culture of service and, ultimately, create an environment where great service and personal engagement is an everyday asset?
The way that hotel owners and operators staff, train and retain high-quality associates can make or break a hotel property, so let's discuss some strategies for ensuring that your team is an asset and not a liability.
Start at the Top
The general manager has such a great impact on the rest of the team, that anything other than a home-run hire compromises your ability to unlock the rest of your associates' full potential. If you get this one wrong, you are in trouble. A great team requires a great coach, a great business requires a visionary CEO, and great hotels all-without exception-benefit from the talents of a skilled and dynamic GM. From the front desk to the financial bottom line, the best GM's act as both leaders and facilitators, who know how to recognize and reward talent, effectively manage personnel and break down the operational barriers that can prevent a hotel property from reaching its potential.
Take a People-first Approach