Concord Hospitality Enterprises employees in the lobby of the Renaissance North Hills in
Raleigh , North Carolina
TRENDING
ALL for
ONE
FROM APPS TO ADVISORY COUNCILS , HOW SOME PROPERTIES ARE EMPOWERING FRONT-LINE EMPLOYEES .
Contributed by JUDITH CROWN
At the 2-year-old Omaha Marriott Downtown , General Manager Steve Hilton hosts a monthly lunch for associates to talk about hotel performance and gather feedback . Associates have suggested beefing up the recycling program and including vegan options in the free meals provided to staff . “ They bring up fantastic ideas ,” Hilton says .
The lunch roundtable represents one way that hotels are seeking to empower housekeepers , maintenance and kitchen staff . With an industrywide turnover rate of 75 % and unemployment at 3.7 % in the U . S ., hotels need to keep workers engaged . Plus , happy workers keep guests coming back .
Other initiatives include governing committees , recognition programs and training opportunities . Mobile apps enable staff to request a coffee refill in the lobby or a leaky faucet repair . Yet it ’ s not clear if these kinds of moves are being widely adopted and if the empowerment is real or just lip service .
“ I don ’ t see enough of these initiatives out there ,” says Harsha Chanrai , who leads New York City-based nonprofit Saira Hospitality , which trains local community members for hospitality positions .
“ There are lots of reasons people leave . They don ’ t feel valued . Don ’ t feel recognized ,” Chanrai says . “ That ’ s the nature of the business , but I don ’ t think it needs to be .” She recommends that hotels create a position for an HR manager that would form relationships with associates .
“ Why are they here ? What do they want ?” Chanrai says . “ Maybe it ’ s money . Maybe they feel they ’ re stuck in the same job . Maybe they want a management role .” But even those with management potential still must be trained , she adds . “ You can ’ t just put them in the position and hope they ’ ll learn the ropes .”
WHAT WORKS Hotels are trying new approaches and measuring what works . Concord Hospitality Enterprises years ago established associate advisory councils that serve as governing units . Earlier this year the Raleigh , North Carolina-based operator rolled out an app that lets line workers comment on channels directed either at hotel peers , regional counterparts or all 5,000 staffers .
“ How do we reach them in their personal space ?” says Debra Punke , senior vice president of human capital and communications . “ Everyone is carrying a phone . Everyone is on social media .”
Four months after rolling out the app , Punke recalls heading to a new Marriott in Raleigh for a meeting . “ I posted on the app , ‘ Excited to go see the team at the AC .’ The front desk clerk on duty posted , ‘ Hey Debra we can ’ t wait to greet you ,’” she says . That exchange enabled Punke to greet the clerk
12 hotelsmag . com November / December 2019