By Robert A. Rauch, CEO of RAR Hospitality
2016 is going to be an amazing year for the hotel industry as we previously forecasted. We have also covered the Top 10 Trends of the year to help us stay ahead of the game. But one of the additional keys to success in the coming year is employee satisfaction. Without a satisfied hotel staff we have no foundation upon which to build.
At the recent Marriott owners meeting I attended in December, when asked what will make Marriott hotels successful, Bill Marriott said that the key to success at a hotel is to take care of our employees because employees will in turn take care of our guests and our guests will come back. I could not agree more so here are some thoughts on how we should walk that talk.
Strong leadership is one of the areas we focus on within our hotels to promote a positive environment. Attitude starts from the top and trickles down to everyone else. Good managers/supervisors with a hands-on approach can build teams up and help grow individuals. When employees have someone to lean on, learn from, and that listens to them, they are much more satisfied and their quality of work significantly increases.
As an example, our front desk staff has some of the most challenging work on property as they interact with our guests more than anyone else. This makes their jobs extremely important to the success of our hotels and as such, their satisfaction in the workplace is paramount. Whether it is assisting with a guest issue or covering the front desk while an employee is on break, it is the littlest things that can make the biggest difference.