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Hotels perform better when employees are engaged with their work. An engaged workforce leads to higher profits, reduced turnover and happier guests. Research from Gallup shows that customer loyalty and engagement, profitability, and productivity are the top three performance outcomes when employees are engaged at work.
It sounds simple, but how do you manage your hotel staff to help you achieve this year's revenue targets? Start by understanding how to create a productive workforce, and then put a robust strategy in place to begin empowering, streamlining, training and more.
We know that better staff management leads to higher productivity. It ensures employees are well-trained, motivated, and equipped to perform their jobs efficiently. But what does that productivity unlock? Here are a few results you’ll see by managing your hotel staff effectively:
Being a general manager is a tough job. You need to build a reliable, hardworking and happy workforce to maximize revenue and guest satisfaction. And if that wasn’t enough, there are a whole host of challenges to contend with along the way.
Finding ways to solve and avoid these challenges is rewarding and makes success all the more sweeter. Here are a few challenges you’re likely to experience:
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According to a study by Brunel University London, internal communications strategies lead to an increase in employee trust and engagement.
Fortunately, communication in the hotel industry is already a must in delivering exceptional customer service. This means staff members likely understand key communication concepts such as verbal vs. non-verbal communication.
As a general manager, it can be tricky to find communication techniques and tools that work for everyone. You may have a mix of nationalities, personalities, and neurodivergence to consider. Brunel suggests the following communication strategies are important, so start there:
Comprehensive training will help you retain staff and improve your hotel’s performance. Here are a few things to keep in mind:
Empowerment boosts morale and enhances problem-solving capabilities. Trust your hotel staff to make decisions within their authority to resolve guest issues or handle routine tasks. Here are a few ways to do just that:
Overstaffing and understaffing are costly predicaments. Too many employees at once, and you’re wasting money. Too few employees and your customer service will suffer. Here are a few ways to ensure this doesn’t happen:
Workhuman found that organizations can save up to $16.1 million in annual turnover when they prioritize recognition. Recognizing and rewarding your hotel staff for their outstanding performance boosts morale and productivity. This leads to happier employees and happier guests. Here are a few ways you could recognize and reward your staff:
Wellness programs are the next big thing in hospitality. And there’s a reason for that: Employee burnout is becoming a major issue in the hospitality industry. And Gallup reported that 76% of employees experience it at least sometimes.
Wellness programs are a great way to create a healthier, more resilient workforce, which in turn reduces the likelihood that staff will quit or take sick leave due to stress.
For example, encouraging a work-life balance, providing mental health support, and offering stress management workshops. Offer Employee Assistance Programs to provide confidential support for personal or work-related challenges.
Gallup found that only 19% of employees believe their performance is being measured in a way that motivates them to work hard. Performing regular performance reviews helps improve your employees’ performance and allows you to identify any areas for improvement.
Performance reviews are also a great opportunity to gather feedback on your leadership or understand how happy your employees are in their jobs. This allows you to resolve issues head-on and prevent staff from leaving. Don’t forget to use this time to commend your staff on the great job they are doing too!
Technology allows you to automate tedious processes, free up time for your staff, and provide exceptional customer service. And today, it’s essential to manage your staff effectively.
Staff scheduling systems, time and attendance tracking, training and eLearning platforms, and communication tools are just a few solutions to create an efficient and productive hotel workforce. Canary Contactless Checkout, for example, notifies housekeeping when rooms become available.
Recruiting good staff members makes managing them easier. Be upfront, clear, and specific about what they can expect from a job at your hotel. When hiring and interviewing, focus on:
Whether you’re dealing with an argument between chefs or a challenging situation with a guest, conflict resolution skills are essential. They help you support your staff and maintain a harmonious work environment. Take workshops and training courses designed specifically for this purpose and remember the following tips when encountering conflict within your hotel:
Leading by example is a powerful way for you to set the tone for your teams and employees in other leadership positions. Staff look up to leaders and observe their behavior. It’s important to model your hotel’s values and act the way you’d like your team to act.
An important part of this is the way you interact with guests. Model the customer service, attitude, and sincerity and your team will follow suit.
Cross-training staff members in various roles and departments can significantly improve flexibility, teamwork and overall operational efficiency. This will give you a versatile workforce capable of adapting to changing demands, reducing staffing gaps, and improving overall hotel management.
Identify roles and departments where cross-training can be beneficial, considering staff skills and departmental needs. Then, develop structured cross-training plans outlining specific tasks and skills staff will need to learn.
A top tip: implement rotation schedules where employees spend designated periods in different departments and roles. This is a great way to give a wider pool of employees the knowledge and experience, allowing them to cover when their colleagues are off sick or on vacation.
Implementing a guest feedback loop leads to a better guest experience, improved hotel management practices, and ultimately more revenue. This is a continuous systematic process used to collect, analyze, and respond to feedback from their guests.
Guest feedback loops help you understand your guest experience and identify areas in your operations for improvement. They allow you to address guest concerns as soon as they occur. Offer various channels for guests to leave feedback and encourage your staff to ask for verbal feedback.
Everyone wants to feel included and accepted in the workplace. Create a welcoming and equitable workplace, where employees feel valued and listened to. Here are a few ways you can foster diversity and inclusion in your hotel:
With turnover rates as high as 74% in the hotel and lodging industry, ensuring you have staff ready to step up in the event of a resignation will help you prepare for uncertainty and keep performance high. Coaching employees for leadership positions also encourages their professional development. Here’s how to begin:
When you create a workforce employees are proud of, the benefits for your hotel business are many. This includes increased revenue, happier guests, increased customer loyalty and lower staff turnover.
Continuously monitor and update your hotel staff management strategy to help you track your progress and identify strategies that aren’t working.
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