Library Archives

 
James Houran

Human Resource Executives in the Lodging and Restaurant Sectors utilize systematic tracking mechanisms in order to "categorize" and monitor associates and key talent. Some tools work readily smoothly but depending upon the size and scale of the organization, these KPI tools may need modifications in order to result in the better information, useful for the continued training and success of employees. The "Four-Box Grid" offers the advantage of easy tailoring to the success metrics of a specific team, department, market, or organization. And, if anchored to specific metrics, it can facilitate discussions and decisions related to development and succession planning. Read on...

Zoe Connolly

Hiring isn't easy, but there are many ways in which hotel leaders and hiring managers exacerbate the issue. These can include asking the wrong people to be part of the interview process, or worse, asking a committee that's too large to come to a consensus. They can also be basic, like failing to elect the right point person for every candidate. Finding candidates is hard, and when a role has been open for too long, it's possible to let urgency become the chief decision maker. This article provides a balanced breakdown on who should be included in the interview process, and also looks at how to build an effective hiring committee. Read on...

Priyanko Guchait, PhD

An organization's forgiveness climate is pivotal in reducing negative and promoting positive consequences of errors, mistakes, or offenses in the workplace. Organizational forgiveness refers to the abandonment of resentment and blame as well as the adoption of a positive, forward-thinking approach to errors, mistakes, and offenses. A forgiving climate in hospitality organizations can increase hospitality employees' job satisfaction, organizational commitment, performance, fairness perceptions, and learning, and decrease turnover intentions. Therefore, hospitality organizations and leaders should consider promoting a climate of forgiveness. Recommendations are provided to managers to create a forgiving work environment in hospitality organizations. Read on...

Mostafa Sayyadi

This article points out the vital importance of hotel leadership in effectively aggregating human capital into social capital to achieve higher degrees of competitiveness. This article draws upon the role of hotel executives as social architects that provide elaborative insight for followers by illuminating how hotel executives can effectively build and spend social capital within hotels. This article suggests that it is critical that hotel executives understand that hotel leadership supports social capital to effectively implement knowledge management projects and therefore, remain competitive. Read on...

Mostafa Sayyadi

Hotel executives need to at least take a look at models associated with knowledge management, which is directed at developing a better understanding of the concept of knowledge management within hotels. Knowledge management has to be measured in some way. Once knowledge is accumulated, the current processes may be supplemented or even substituted. The key point in the process perspective is the knowledge accumulation section coupled with knowledge integration and reconfiguration to ensure that the knowledge is actually helping the hotel grow both professionally for individuals and profitably for all stakeholders. This article raises a vital question as to how hotel executives can successfully evaluate the success of knowledge management in hotels. Read on...

Bill Caswell

A recent Econsultancy survey querying companies on the most exciting opportunity for 2019 found that customer experience (CX) topped the list, edging out content marketing and mobile marketing. This CX trend has been accelerating over the last several years – especially in the hotel industry. As hotels pursued customer experience strategies, however, they often neglected to invest in their most important competitive advantage: the employees tasked with delivering the customer experience. In the hotel industry, you can't outcompete rivals on CX without an employee experience program that produces satisfied, well-trained employees. Read on...

Court Williams

The hospitality industry is enjoying a healthy period of innovation and growth, with many opportunities for differentiation among the various brands. Successfully "doing business differently" requires pioneering leadership, however, and it's not always easy to find CEOs with the right skills and attributes. With the changes brought about by technology, finding suitable business leaders for the future is paradoxically both easier and more challenging. Hotel company CEOs now need to have a completely different skill set than they did before. This article looks at six of the trends we're currently seeing in hospitality leadership and where hotel companies can source people with the leadership skills they need. Read on...

Mostafa Sayyadi

Hotel executives began to deal directly with the things that they can control while managing to lessen the burden of threats for things that they could not control. With distinctive competitive advantage or even core competitive advantage, a hotel's internal resources should be managed in order to enhance competitiveness. Therefore, this core-competitive advantage relies within and among people. Hotel executives embrace various internal resources affecting competitive advantage through adding more manageable control and reducing operational risk. Some of these internal resources can be controlled by hotel executives and others are risks that have to be factored into strategic decision-making. Read on...

Mostafa Sayyadi

Hotel executives realize that knowledge is the most strategic factor for empowering the capabilities of a hotel and improving its competitive advantage in the marketplace. Knowledge is shared and synthesized with an aim to providing higher quality services. However, this is still not enough for hotel executives because knowledge is quite elusive and is changing on a day-to-day basis with discontinued services and the ever changing vast array of environmental issues. The key is for hotel executives to integrate risk management, knowledge management and talent management within hotels so that information can be found and used instantaneously. Read on...

Mostafa Sayyadi

Hotel executives find that knowledge management is the in the forefront of success. And knowledge management could be the most important component of success in this ever-changing business environment of today. This, by far, is why some hotels are successful and some are not. The key take-away for hotel executives is that knowledge management is a resource that enables hotels to solve problems and create value through improved performance and it is this point that will narrow the gaps of success and failure leading to more successful decision-making. Read on...

Mark Heymann

Time was that knowing one's customer was as easy as standing in the lobby and interacting with guests as they came and went. "Welcome to the hotel." "Is there anything we can do to make your visit more enjoyable?" "How was your stay?" No more. In today's world, travelers are increasingly self-directing their contact with hotels, before, during and after their stay. So much of the traveler's journey is accomplished without any human interaction. So, how does one optimize the hotel operation from a guest services standpoint? By using the same thing that has created the distance – technology. Read on. Read on...

Zoe Connolly

Recruiting is hard. It's harder when a full team of amazing professionals stops thinking about ways to augment their own crew, and comes to the logical conclusion that it's better to focus on their specific roles than it is to go outside comfort zones. After all, no one wants to rock the boat for a group that's doing amazing work. However, leaders who can encourage their employees to build a pipeline of talent will almost never find themselves unable to meet every guest's requests. Read on...

Jeff Hart

Jeff Hart, General Manager of the Los Angeles Airport Marriott shares tangible and practical insights and tips on how hotel executives can motivate and inspire the team during a hotel renovation. From facelifts to complete overhauls, properties must take the necessary steps to stay up-to-date with current trends, latest technologies, and the needs of today's travelers – which brings many hotels to renovation. Hart discusses the idea that during a renovation, emphasis must be placed on inspiring and uplifting staff, as it is their overall project knowledge, enthusiasm, and feelings towards the transformation that ultimately trickles down to the guest and the experience they have on property. Keeping the staff motivated, invested, and enthusiastic is a vital piece of the job when it comes to team leadership, and Hart shares nine tools in which managers can do so. Read on...

Adria Levtchenko

Labor costs are a significant portion of any hotel's total operating costs. At the same time, hotel property management companies are competing with other service industries to find enough qualified (and affordable) entry-level and experienced candidates. No one wants to lower service levels or possibly negatively impact guest satisfaction. The solution applies in applying new technologies that can enhance worker productivity, job satisfaction and the overall hotel experience. This article discusses how today's best hotel task optimization software platforms can accomplish these goals and make a positive contribution to a hotel's bottom line. Read on...

Mark Heymann

Guest satisfaction data, while critical, will do little to increase intent to return and recommend if an operator lacks the ability to view it in the context of other key aspects of the hotel's business. Today's hotelier must break down the departmental silos that have traditionally assigned guest satisfaction to marketing, employee engagement to human resources and productivity to operations, to gain a holistic view of the factors impacting the guest experience and, ultimately, drive business. Read on...

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Coming up in January 2020...

Mobile Technology: Feature Focus Demo

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is "resilience", the ability to "go with the flow" and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition-new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.