Is your hotel a fun place to work? Do your employees look forward to spending their day at your hotel?
If the answers are no, then your business is in trouble.
Do you have difficulty keeping good employees? Do you see staff members whispering in huddled groups? Do you or your supervisors work behind closed doors?
If the answers are yes, then your business is in trouble.
Many hotel managers know how to build a culture of service to attract guests. At the same time, they may overlook the needs and expectations of the other people in the building.
Successful leaders not only focus on creating positive experiences that acquire guests and build customer loyalty, they expand those strategies to the hotel’s workforce to attract and keep good employees.
This episode of Lodging Leaders explores the concept of workplace culture, and why it matters, especially in today’s tight labor market.
We talk about how a positive work environment can make your hotel business, and how a toxic atmosphere can break it.
We interview Del Ross, chief revenue officer at Hotel Effectiveness; Carrie David, chief human resources officer at Interstate Hotels & Resorts; Chris Bennis, a recruiter with Snelling Hospitality; Bryan DeCort, executive vice president at Hotel Equities; and Nancy Curtin Morris, vice president of learning and people development at Hotel Equities.
Resources and Links
Bijal Patel, 31, is CEO of Coast Redwood Hospitality and the youngest chair of the California Hotel & Lodging Association. He’s made even more history at CHLA by agreeing to serve an unprecedented second term as the lodging industry emerges from the coronavirus pandemic. Patel is a third-generation hotelier. Being so steeped in hospitality at such a young age is not new for members of the Indian American hotelier community, but Patel fears the pandemic has drained the industry of emerging talent. Lodging Leaders spotlights Patel, who represents a leadership demographic that is fighting for the life of the hospitality industry as they watch their peers veer toward other career paths.
Many hotels these days have made room for guests with disabilities. Hotel managers and staff should also know what the Americans with Disabilities Act says about accommodating guests with pets. During the pandemic lockdowns, a lot of people added a pet to their household and now they’re bringing Fido along on vacation. Hotel employees need to know how to cater to both consumers who are pet owners as well as guests who travel with a trained service animal. Episode 329 of Lodging Leaders podcast reports on how the ADA defines a service animal and how a hotel is legally obligated to serve a guest who comes with a dog or any other animal.