* by Kostas Falangas
Effective human resources management is one of the secrets of a successful hotel business. With so many departments within the hotel a simple process of automation allows the administrator (manager or owner hereinafter) to focus on more strategic decisions based on financial results rather than day-to-day operations.
The administrator
The key to the assignment is initially the design of job descriptions, work description, department manuals, and informative seminars before the start of the staff’s work. The staff must clearly know its mission, business vision and goals in terms of quantity and quality. When assigning, the administrator should instruct the staff to take decisions. The administrator who thinks that the staff cannot do this either 1) is not sure about the choice on staff made, 2) has some insecurity or 3) wants to show-off to the owner (if he or she is not the owner). The success of a business unit and especially of a hotel unit exists when it seems that the team has succeeded, and the administrator is happy without having to imagine that everything is his own success.
The sense of a team
The staff must refer administrator to its supervisor in accordance with organizational requirements. Creating an organization chart is useful for the development of employees, because within the organizational structure they can aspire to grow within the company.
Creating a team spirit is vital to the effective management. The member of the staff who feels being a part of a larger team encourages him or her to work better and more efficiently. An important element in the team is to make surveys within the staff to understand the feeling within the work environment as regularly as possible.
Communication - Education
Short and regular meetings (daily briefings at 09:00) in which all supervisors and sometimes members of staff participate, are particularly effective. Continuous interaction with all supervisors is also important. Partners need to be helped to feel that everyone is part of the team and this in turn makes each of them more responsible, motivating them to work better and more efficiently, not harder. Regular training, formal or informal, as well as information in addition to internal communication and one-on-one meetings with staff, complement success.
Positive reinforcement
The idea behind positive reinforcement is for the manager to focus on what staff is doing right rather than what they are doing wrong. Rewarding is critical, with or without a physical reward, for their achievements to be recognized throughout the business. When co-workers see the progress of colleagues, they are encouraged by example to do the same or better.
Conclusion
Quantifying the good results is important. Does the hotel have the best reviews? Is revenue increasing? Being transparent and letting your staff know about their shared successes gives a sense of purpose.
They will work together better to make the visitors’ experience exceptional and memorable. To effectively manage your hotel staff, you will need to invest time, effort, and patience. A hotel is as powerful as its staff. Should you successfully manage your staff, then you will in turn, be able to improve key metrics (KPI’s) to measure overall success.
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* Kostas Falangas is a financial, marketing & operational consultant for hotels, also providing services online