The Hotel Inspector 2011 - (Page 92)
HAVING PROBLEMS WITH STAFF RETENTION OR CAN’T SEEM TO FIND HOSPITABLE EMPLOYEES? CHECK OUT OUR TOP 15 TIPS...
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In the hospitality industry, it is essential that applicants demonstrate a passion for working in a hotel. It is a servicedriven sector and requires a genuine interest for helping others – if an applicant doesn’t have that as a minimum, then they aren’t going to be able to exercise enthusiasm for their job on a day-today basis. “We employ people with a positive attitude and that is more important than extensive experience.” (Michael Shepherd, Hotel Manager, Hilton Park Lane) Look for hotel professionals when interviewing, not just applicants who are looking to earn a quick buck. The hotel industry suffers from a high staff turnover rate, so ensuring that employees have an interest in progressing within hospitality as a career is essential. To make sure that employees are keen to continue to work and grow within your hotel, you need to set out clear incentives and opportunities for progression and promotion. Outline these in the job description so that those applying for the role realise the longterm opportunities available.
whenever possible, exceed guest expectations is therefore crucial. Enabling your staff to take part in 'Welcome to Excellence' customer service training programmes can ensure they are able and motivated to provide high quality service on a consistent basis.” (Sue Gill, Head of Skills and Training, Tourism South East)
Hotels are important local employers, so try to target your vacancies at those in the local area. Not only will it ensure your staff are close by in case you need to call them in at the last minute, it means your hotel becomes an active part of the community and an active local recruiter. Both of these aspects will communicate positivity from your hotel brand and encourage local trade.
“Delivering excellent guest service is a vital ingredient in the success of any hospitality business. Making sure that all your team members have the knowledge, skills and attitudes to identify, meet and,
H O EL 92 TN SEP HC TTO R I E
Table of Contents for the Digital Edition of The Hotel Inspector 2011
INSPECTING THE INDUSTRY
RAISING THE BAR
FOOD FOR THOUGHT
KEEPING IT CLEAN
LEADING THE WAY
SAFE AS HOTELS
SAFE & SECURE
WIDEN YOUR MARKETING NET
WIRED FOR SUCCESS
OUT OF THE ASHES
The Hotel Inspector 2011