When managing in restaurants, hotels, reorts, casinos.... our number one goal is simple: attract customers and repeat customers because that drives our bottom line.
What makes it not so simple is creating the framework for this customer focus. One thing we know is that we depend heavily on the retention of management staff. Who wants to incur the loss of their management team's experience, education and indepth knowledge of the company brand?
According to Lori McInerney, hospitality employment expert with Careerbuilder.com, "hospitality organizations will need to upgrade retention strategies ...to keep their top performers, and their guests, from checking out early."
Hospitality is an industry that is prone to high employee turnover rates. Two in 10 hospitality workers have worked for 10 or more employers. In a nutshell, employees leave when the cost of staying exceeds the reward of leaving. This cost can be a broad range of compensation factors but the main pillars for candidates are challenge, responsibility and actual financial gain.
A retention program that targets financial gain, responsibility and challenge will up your employee retention rate. McInerney recommends the following hospitality employee retention tips:
* Define a clear path for upper mobility with training and development opportunities. Employees are more likely to invest in their jobs if they feel the company has invested in them.
* Communicate often. An informed employee is a connected employee who will feel a personal stake in the success of a company.
* Implement the "Three R's Rule": Recognize, Reward, Repeat. Pat your employees on the back for every job well done to continually reinforce your appreciation of their performance.
* Ask them about their day. Measure employee satisfaction with the same conviction applied to measuring guest satisfaction as the first will determine the latter.
cool man.
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