Six Keys to Attracting and Retaining Top-Performing Associates
By James Bermingham Vice President, Montage Hotels & Resorts | June 05, 2011
A passion for excellence pervasive in a hotel's service culture makes stunning settings, beautiful architecture or the physical attributes of a great hotel only secondary to the overall experience. It is the staff and their extraordinary skills that personalize the guest experience by delivering signature care and facilitating every aspect of a hotel's passion to please.
The best hotels focus on hiring people with great character and a desire to create phenomenal experiences, not just for guests, but for their fellow Associates as well. This is most effective when programs are in place that drive Associate satisfaction.
At Montage Hotels & Resorts, we operate on the principle that there's a direct connection between how Associates feel about the company and the effort and passion they will provide to deliver exceptional service. In other words, the better they feel the greater the lengths they'll go to in order to please our guests.
It's simply good business practice to promote an environment in which Associates can excel. These six key components are significant in creating a richly rewarding, and profitable workplace.
1. Foster Opportunities to Grow
We have found that Associates need and deserve to feel a personal sense of momentum and achievement, whether it involves working toward a goal they've set for themselves or those that management has established. For a growth company like Montage, developing internal talent is a priority. Preparing Associates for their next assignment in a new hotel or to replace a colleague in their existing hotel is necessary to ensure the brand and culture can grow consistently and stronger with each new opening.