Everything about hotel staff and the teams that help hotels.
Not every member of a team is meant to be a leader, but there are some oft-hidden traits you can seek out when you’re looking to bump someone to a leadership or training role. Most successful leaders have a way about them that makes people pay attention to what they have to say, but not all great leaders are talkative. One way to find hidden leaders among your silent types is to look for deference among the rest of the staff. While many quiet people can be talked over in a group setting, hidden leaders tend to have the final (very few) words. Good leaders focus on the important. If you have a guy who seems to be great at getting people behind him, but then wastes hours on minutia, he may not be the kind of leader you want. Find someone who has a clear view of the goal and intentionally works toward it without getting bogged down and distracted with things that really don’t matter. They know how to prioritize on the fly. The front desk is a great place to practice this skill. They often deal with situations that involve multiple tasks getting done while changing people …
Monscierge has released a case study along with Accor, outlining a deployment of Connect Staff into all U.K. owned and managed ibis properties. This initiative was piloted at the ibis London Euston site, and driven by Accor’s commitment to leading the industry in innovative technology and to improve efficiency and guest satisfaction. “The system has helped us to reduce the time to respond to maintenance requests by up to 50%.” Frederic Le Bras, Assistant General Manager, ibis London Blackfriars Connect Staff’s primary function for a single property is to provide hotel staff the ability to easily communicate, track and prioritize tasks throughout multiple departments. At brand level, the reporting metrics and analytics feature provide significant insight across an entire collection instantly. The case study, released at the beginning of this week, revealed that maintenance request times had gone down by up to 50%. It was also found that room availability was more efficient, and that guests showed increased confidence in staff. You can view and download the entire case study here.
A fantastic welcome is the first phase of a wonderful guest journey, and the art of welcome is a foundational skill for any guest facing staff members. Unfortunately, being welcoming does not come naturally to everyone. As with any quality of hospitality, some people are born with it, some can be taught, and some just simply don’t have it. welcome : to greet hospitably and with courtesy or cordiality : to accept with pleasure the occurrence or presence of So what is it that makes people feel welcome? Eye contact: Making eye contact as soon as a person enters your space is an often missed courtesy. For those working the front desk, it is especially important to take a moment to acknowledge people who walk in, even if someone else is already being helped. Say hello: I know it sounds standard, but it is easy for harried workers to skip a greeting and get right to business. Drawn out small talk is not necessary, but a quick hello or how are you will go a long way. Refreshments – Many hotels have bottled water, coffee, or cookies available upon check-in. Food has a way of bonding us to those we …
Turnover rates, traditionally high in the hospitality industry, have a direct influence on both revenue and loyalty. A loyal staff begets a loyal customer base. Employees who are passionate about what they’re doing will reflect a positive attitude that carries through to the guest experience. It goes without saying that staff retention benefits everyone. While wages are influential, there are many other factors that play a part in fostering employee loyalty. Different personality types have different inner reward centers, but there are a few common themes among them. Employees do best when they know exactly where they stand in the company, including their potential for growth within the organization. A management team that shares intentional goals, on a business and individual level, will encourage staff to meet and exceed them. When that happens, never fail to recognize a job well done. Nobody should need constant coddling, but a genuine appreciation for employees who go beyond the call of duty or help out in a crisis should not go unnoticed. Listen to ideas and concerns your employees have, and empower them to make decisions concerning guest satisfaction. They are a wealth of inside information, and often have an incredible grasp of …