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In order to offer a service beyond the expectations and that anticipate Guests’ needs, in the previous article we have seen how important is to work with an emotionally engaged team. By the way, according to Gallup report on the health status of the Hospitality industry, 87% of professionals are working in a place where they feel not so much or not at all involved. The actual economic world imposes on many industries to run quickly in order to be always updated. Managers are often unfocused and forced to excel simultaneously on self-management, team-management and reaching the financial aims. Consequently, all promises contained in company ‘vision’ and ‘mission’, where people are described as “the most important value”, are roundly ignored.
A partial confirm of this fact is deduced on a further report of Gallup (2017) that shows how quality and productivity can be arisen up to 17%, ensuring a constant team wellbeing and engagement. We are talking about human beings, people, emotions and who is in charge to represent our organization to Guests in order to generate income. Starting to invest in this direction is simpler as thought and the first steps are likewise easy. They only need to be written on our agenda with the appropriate priority index.
Here below 5 guidelines to turn positively the company climate are presented:
First important step is to be sure that who will be joining our team has the right soft skills to work in the Hospitality: empathy, emotional intelligence, critical thinking, leadership and ability to speak in a clear way; all these skills can make a big difference from the beginning and, nonetheless, gradually developed later. On this basis, and with the right person at the right role, the technique can be taught more easily.
The induction for the new employees is one of the most important steps to ensure the team members involvement in the corporate culture since the beginning. According to a survey from SHRM, one in three new employees quit the job after only six months. It means that a company has less than 180 days to engage initially a team member. With a continuous and well-planned educational and training programme, team members are, in addition, more constantly willing to give their best.
An engaged team member brings good work and has clear in its mind how this contributes to the mission, to the goal and to the strategic purposes of the Hotel. A common error is to hire great potential talents that, without a defined carrier path and a specific role in the company, will quickly quit their job.
Invest your time in talking with your team members is a common practice, but not always effective. Why? The small talk itself is no longer satisfactory, it is necessary that time is genuinely dedicated to emphatic listening, avoiding lack of attention. Concentrate courteously on the person you have in front of you, and don’t use your smartphone or read your emails! Quality and consistency in every action are an investment that will cost nothing and will create loyalty.
What has been described above can be applied to the simpler interaction: say hello is the first bridge that can be built toward another person and is the most basic way of recognition. To greet a colleague means that we have acknowledged his/her presence, that he/she has been removed from the background and emphasized. There are many different levels of greeting that depend on the level of confidence, but anyway saying hello is always a pass to the other person. When someone greets we feel acknowledged and, in the happiest situations, appreciated. In order to improve the company climate, the simple gesture of saying hello has an incisive impact, at zero cost!
How important is for you the engagement of your team members in your hotel?
Have a nice day at work,