REMOTIVATING ,
RE-ENGAGING
As COVID-19 vaccines are distributed , life will return to some sense of normal , but it will be gradual — and hotels won ’ t suddenly be full overnight . In the meantime , managers will need to determine how to keep staffs motivated and engaged , and how to maintain morale .
The pandemic has put culture in the spotlight . Judy King , principal of Quality Management Services , an organizational development and training firm , believes a well-established culture not only equips staffs to weather difficulties , it also helps them keep their eye on the prize .
In rebuilding the business , King says communicating with staff and soliciting input from them are effective ways to keep teams motivated — and find solutions to overcome adversity .
“ I ’ m a huge proponent of involving staff ,” she says . “ The person who does the job knows how to do it better .” Explaining challenges and asking the team for ideas on how to attack them also encourages buy-in , she adds : People don ’ t resist change , but they do resist being changed .
FOCUSING ON STRATEGY That kind of transparency and open communication arguably matters more now than ever . Terranea Resort in Rancho Palos Verdes , California , shares information , videos and resources on its internal website “ so our associates feel comfortable and understand the changes they can anticipate and may experience when they do return to work ,” says Agnelo Fernandes , the resort ’ s chief strategy officer and executive vice president .
It ’ s part of an overall strategy . “ We believe remaining true to our core values , clean and transparent communication and being visible at all times gives our team the sense that we care for them and have their best interest at heart ,” he explains .
Managers who are willing to work in the trenches — now more of a necessity that ever — can inspire others . For Kolter Hospitality , a Florida-based developer and management company , low occupancies in 2020 resulted in general managers cleaning rooms , sales directors cleaning garages , a logistics expert working on details of new construction .
Both managers and team members “ had to become more hands-on ; there are so many more details that have to be attended to ,” says Scott Webb , Kolter ’ s president . “ Everybody from the house cleaner to the GM did what needed to be done to make it work .”
The experience “ has helped build loyalty and bonded our teams together more . I hope it will continue ,” he says .
Debra Punke , senior vice president of human capital and communications at North Carolina-based Concord Hospitality , says she has seen similar commitment and adaptability from managers . “ They have worked tirelessly , with great passion and energy ,” she says . “ They are truly our hotel heroes .”
STAYING OCCUPIED Until business returns , less-busy staffs may need a way to keep occupied . “ We feel there is a minimum staffing level that we need to have at our hotels ,” says Michael Levie , vice president of operations at Amsterdam-based hotel company CitizenM . “ And at this point , there are too many people .”
EVERYBODY FROM THE HOUSE CLEANER TO THE GM DID WHAT NEEDED TO BE DONE TO MAKE IT WORK .” THE EXPERIENCE “ HAS HELPED BUILD LOYALTY AND BONDED OUR TEAMS TOGETHER MORE . I HOPE IT WILL CONTINUE .
SCOTT WEBB , KOLTER HOSPITALITY
To stay engaged , CitizenM employees have been encouraged to enroll in dozens of short mobile courses on a range of subjects , from how to conduct a meeting to career development . The courses , accessible through the company ’ s human resources app , were purchased or developed internally .
“ I was amazed with the volume of interest ,” Levie says . “ People are eager and interested in making use of their time .”
At the Phoenicia Malta , which lost a lifeline when the country ’ s airport closed during last summer , staff tackled ongoing maintenance jobs to get through the season .
Dorchester Collection ’ s team messaging has focused on self-care advice meant to help associates get through trying times : Move ( the importance of staying fit and exercising ), Munch ( eating well ), Minds ( mental health and well-being ) and Money ( managing expenses in a tight period ).
January / February 2021 hotelsmag . com 21