Do you do special efforts when the senior people from your company comes to visit? and if you do, would your efforts sometimes impact your guests negative; like moving a guest to a different suit to give the best to your company seniors? and most importantly how does this make you feel?
I know that several times a year, in my years in corporate hotels, we had to reallocate guests or change things around because senior people arrived to the hotel. The hotel team would bend over backwards to show off, sometimes to the extent that customer events and requirements were treated as less important. When I questioned this to my direct report and to senior people who came I was always very puzzled by the answers. Local senior management said it was expected and we need to look after our future and impress so we look good. Senior people visiting was so appreciated of the efforts we made and did not really comment on the remarks of priority. Until I asked one of the owning company representatives and the answer was crystal clear “I always come second, book me out if you have to”. I found it very intriguing the difference in answers. I admired this owning representative as business person and I have before and after come across this approach from owning companies on several occasions. I have though never heard a GM say “We will book out the Regional Director or Area VP, because we are fully booked”
Does this happen at your hotel?
Yesterday I had a conversation with a hotel receptionist who told me their GM is applying different rules to himself than for employees; like smoking in public designated spaces when the employees have to go to back off house out door areas to smoke.
Another classic is GM allocated parking space by entrance and guests & employees alike have to walk longer distances.
How come this is still happening?
Are senior people really unaware or don’t they understand the impact on team moral when there are different rules for different people within the organization?
I can understand that people that fly a lot gets higher allocated seats in the plane than those who travels once in a while - fine. Or is it? Should we not allow our team members to have the same perks to make them feel special - on this once in a blue moon business trip. What is the cost versus the magic feeling of being special and appreciated resulting in incremental loyalty.
I remember when black berries and smart phone came and only the most senior people were allowed to have them - company policy. I though, are these the people who really need them the most? Of course, not, our sales team who needs to stay close to the business, our systems and give quick replies to clients are the only people who truly needed the total access when you look at efficiency of giving great customer service. Still they had to wait many years for "this benefit".
Wake up managers of hotels, the dinosaur strategy will not give you more engaged team members – if you want your team to care about the guests. You have to start by caring for them in your actions – not only as a vision/mission company value on your website for all to read – you need to act on it.
If you have ideas and thoughts that you would like to share, maybe even get your idea published in my book “Happy Hotel – put your employees first and the rest will follow” then, please email me on email@example.com.
My passions are managing and improving the results of hotels through employee centered processes. My motto: "Put your employees first and the rest will follow. Don't just say it - show it through the actions that you take".