In what should feel like a home-away-from-home, the comfort, satisfaction, and enjoyment of your hotel guests are easily influenced by the way they’re treated and customer service, whether it’s outstanding or underwhelming, leaves a lasting impression. In the uber-competitive hotel industry, hospitality and human resources go hand-in-hand—let’s look at why it’s so vital.
World-class customer service starts at the employee level—your staff are the face of your hotel and as your brand’s ambassadors, it’s essential they are happy, well-trained, and supported to perform their jobs. From reservations and check-in to room service, dining, and beyond, your team is vital to your operations and as a hotelier or executive, your priority should be to streamline your operations as-a-whole so that your staff are supported and well-equipped to do their jobs.
A 2018 study from the Bureau of Labor Statistics, estimates the annualized employee turnover rate in the hotel and motel industry is 73.8%. Future-proofing your business starts with talent retention and by offering an exceptional employee experience, something Denise Lee Yohn of Forbes calls the “sum of everything an employee experiences throughout his or her connection to the organization — every employee interaction, from the first contact as a potential recruit to the last interaction after the end of employment.”
In a competitive market and with the prevalence of social media, your establishment could also be a review away from becoming a hit-or-miss location both in terms of occupancy rates and your ability to recruit top talent. A well-devised and comprehensive management strategy can help you create a strong corporate culture and ensure that top-notch service is status quo. This can be achieved with an HR partner that can tailor a program to the specific needs and budget of your establishment, using a simple, user-friendly platform. With comprehensive systems in place, employees are empowered by transparency and can focus on everyday tasks to help drive customer satisfaction.
Deploying an automated system that works in collaboration with an experienced human HR team is a solution that works from the recruitment and onboarding stages to the everyday management of your payroll, benefits, insurance, timekeeping, and HR compliance needs. As the old adage goes, knowledge is power and when your employees are empowered by transparency—the ability to track their hours, monitor their vacation time and pay, and be in compliance with your policies, not only do they feel supported but connected to the business. Implementing back-end systems that run cohesively is a huge step forward to ensuring employee happiness and organizational productivity—resulting in a better hotel experience for everyone.
Consolidated Human Resources (CHR)
We’re leaders in helping businesses reduce the complexity and risks associated with managing all elements of a company’s payroll, 401K, healthcare, compliance, and insurance needs. For over 25 years, our team has been helping small and mid-size businesses across the globe spend less time dealing with the hassles of HR, and more time growing and building their business. Get started at www.chrusa.com/contact/.