PERSPECTIVE
ESTABLISHING TEAMWORK , FOSTERING ASSOCIATE GROWTH COMES FROM THE TOP
Contributed by ARASH AZARBARZIN , HIGHGATE
As stewards of the hospitality industry , we craft indelible memories . Yet , we risk losing sight of this if we succumb to excessive mechanization and a full-on , processoriented mindset .
Our associates are the heart and soul of a the travel experience and have the power to craft and deliver a memorable guest encounter over an ordinary one . The question emerges : How can we sustain the delivery of unmatched guest experiences in the face of the industry-wide challenge of hiring and retaining talent ? It ’ s a challenge that persists even post-pandemic .
A profound disconnect arises when associates don ’ t feel that they and their work are valued by their employers and when managers fail to sense dedication and commitment from their staff . This misalignment in priorities inevitably fosters a sense of expendability among associates , reinforcing an overarching sense of dissatisfaction within the workforce .
At Highgate , we firmly believe that the solution to this dynamic is teamwork . We have thoughtfully established a comprehensive suite of programs that provide unwavering support to our people throughout their journey — from their initial entry and throughout their growth . This holistic strategy has translated into positive retention rates . For instance , within our Legacy portfolio , the average associate tenure extends to an impressive eight years .
The process of team building commences during recruitment , where the search extends beyond the most accomplished candidates . We seek those whose values and strategic outlook are aligned with the company ’ s mission . Clearly articulating these company values internally becomes paramount , serving as the bedrock for hiring criteria across all levels .
Furthermore , understanding the personalities and passions of prospective team members beyond their credentials is pivotal . Ensuring compatibility between personalities and company culture is indispensable , as well as identifying the ways in which the company can actively facilitate team members ’ personal and professional development .
Effective team building hinges on a mutual understanding between management and staff and that each is invested in the other . People need to know they have a future in your organization . They need to believe you can provide them with a path to success and a path to the future . Highgate ' s initiation of Highgate Academy , for instance , upon my arrival underscores our dedication to robust professional development and certification programs and establishes learning as a core pillar of the organization . Additionally , an upcoming mentorship program is poised to further reinforce our commitment to nurturing talent at every level .
Making professional education and mentorship available demonstrates to team members that their talents and potential
72 hotelsmag . com September 2023