With one of the highest staff turnover rates in the world, managers and recruiters in the hospitality industry are very familiar with the struggles and consequences of ever-changing team structures.
Apart from the direct impacts of hiring expenses and extra time dedicated to recruiting and training processes, hotels also face a decline in service quality due to large rotations; affecting guest experience, property ratings, and profit.
Here are five key points to be aware of when managing a team, with some tips to create a positive ambiance for employees and guests.
1. Hire the right people
Go beyond the standard screening and one-to-one interviews – look for leapfrogging behaviour patterns. If a candidate had stayed only short periods in previous positions, but you believe they have relevant experience and skills, discuss this during the interview and understand the candidate’s motivations.
Try to capture their overall life and career goals and analyse if they align with your team – look for the right skill set for your hotel.
2. Improve your hotel culture
Pay extra attention to your hotel culture, the relationship between employees and employee-employer can create a healthy and enjoyable environment to work, attracting new and quality professionals. However, it can also create an unstable environment, which will be reflected upon contact with guests.
Enhance your hotel culture by recognising and rewarding team efforts and performances – empower your staff.
When possible try to create social events, this is a great bonding experience and will help you to break down any tension.
3. Challenge your team
It is important to keep your team engaged and motivated, away from boredom and monotony. Work to have your team challenged and always learning. For instance, through periodic feedback sessions you can identify areas of improvement and design a learning or training path for each team member, as well as recognise areas of excellence to be explored and challenged within the team.
Be clear about the available career plans at your hotel and discuss the options, expectations and requirements with your staff. If you are not able to offer a defined career plan, explore key areas of interest within your team and introduce development tasks that help your employees professional profile and your business to thrive.
4. Value your team
Every successful business needs a good solid foundation. From entry level to management, every worker makes a difference and is an essential ingredient to promote your hotel growth.
Alongside all the costs and training spent on a new hire, it is important to see staff retention as a strategic investment that will convert into better customer experience for your guests and higher productivity at your property.
5. Accept that some people will leave
Unfortunately, due to the nature of the business, despite all your efforts you will still have staff turnover at some point.
Entry level positions are particularly replaceable and in the same way you may easily find new candidates, your employees may also find other workplaces and positions available. Take this as an opportunity to gain insight from who is leaving about improvements you can make in the business.
To help you maximise staff retention, take our 14-day challenge on “How to make your hotel staff happy”. Download now and have more than employees; have ambassadors for your hotel.