Human resource is the backbone of any Hotel business , not the buildings, furnishings, great location or massive advertising. If any hotel owner truly wants to unlock their hotel business, then they must prioritize investment in the Human Resource and staffing.
It’s a common phenomenon to find very carefully curated Hotel buildings with marvelous architectural designs , superior furnishings, and premium brand name but unfortunately when you look into the quality of staffing, levels of staff motivation and so on, you’ll be shocked to find a bunch of people who seem detached from the Brand promise of the hotel or aspirations of the hotel owner. They simply drag their fit to attend to customers , spend most of the time gossiping and grumbling about the management behind the scenes , they basically show up for the pay cheque and their own survival.
The reason for all this is simple , some Hotel owners and investors simply haven’t grasped the fact that in Hotel Business, attaining a high Quality Service Culture and Success is shaped by the quality of staffing and a People -Centered Management style .
In this section, I’ll show you what it takes to build and maintain a Quality hospitality team that is motivated enough to deliver on the goals of the business.
Strategy 1: The “10 and Five” Rule in Hospitality
Have you ever heard of the 10 and Five Rule in Hospitality? Well , this rule is aimed at enhancing guest interactions , responsiveness of hotel staff , and it’s the Foundation on which a High Quality Service Culture in Hotels is built upon. This Rule, states that when a staff member of a hotel is within 10 feet of a guest , they must make eye contact and smile . When they come within 5 feet, they must greet the guest verbally, and offer any assistance if required. This principle, if well appreciated and practiced throughout the hotel by all staff , will be crucial in shaping the overall guest experience. Guest will feel recognized and valued by the staff right from the moment they enter the hotel premises until they eventually depart.
However , as a Hotel owner or Manager, how do you Acquire , Prepare and empower your human resource to this level , where the “ 10 and Five”rule will be automatically built in their DNA and practiced voluntarily without need for enforcement and close supervision from management.
For more of these strategies and further assistance in building a robust Human Resource for your Hotel, Lodge or Resort , feel free to engage us on Whatsapp or info@eyalamaconsulting.com