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Well known hospitality management insider Darci Reisenhuber, who works as Hilton Embassy Suites’ director of brand culture and internal communications, states that the most stated reason that guests have for not returning to a particular hotel chain is that employees don’t care. In fact, Reisenhuber says 68 percent of guests made this statement; the second place statement, that the hotel was too expensive, accounts for only 14 percent of guests surveyed.
Now, researchers at Washington State University have proven that employee satisfaction correlates strongly with guest satisfaction in the hospitality industry. In other words, guest satisfaction translates into dollar signs for hotels and restaurants. How, then, do hotels and restaurants keep employees happy while managing the bottom line? The key, according to a Dakota County Technical College blog, is investing in talent development.
Talent assessment begins with the hiring process. Individual hotels and restaurants should make sure that they are hiring people who have the potential to move up in the company. Often, this will mean interviewing candidates when applications come in, not necessarily when open positions are available. Creating a bench of potential applicants will ensure... Read more