As the industry deals with a labor shortage, hotel workers today are forced to take on more responsibilities than ever before. While these tireless employees should be applauded for their efforts in keeping the property up and running, they are likely too busy to perform their primary task of taking care of guests’ needs.
Since hotel workers are the primary point of contact between hotels and guests, worker morale is an important part of keeping hotel and guest operations running smoothly. So, in order to attract and keep employees, hotels must turn them into engaged workers.
“In the realm of the hospitality industry, engaged hotel workers stand out as indispensable assets,” said Adria Levtchenko, cofounder/CEO, PurpleCloud Technologies, a provider of software solutions and data analytics for the operations and management of hotels, resorts and vacation rentals. “Their exceptional qualities elevate them to the forefront, characterized by unwavering commitment, infectious enthusiasm and a burning passion for creating unforgettable guest experiences. These individuals go above and beyond their job responsibilities, embracing the hotel’s vision with a profound sense of responsibility. Their genuine smiles and positive attitudes create an inviting ambiance that leaves an indelible impression on both guests and colleagues. Through personalized interactions, they possess an innate ability to anticipate needs, fostering genuine connections that resonate deeply with guests.”
So what does it take to create an engaged worker? The foundation, she said, “lies in effective communication, where the hotel establishes open and transparent channels to share expectations, goals and any developments. By providing clarity and aligning employees’ efforts with the hotel’s objectives, this communication fosters a sense of purpose and direction, encouraging workers to become actively engaged.”
Recognition and rewards can serve as motivators in creating engaged workers. “The hotel implements programs that acknowledge and appreciate the hard work and outstanding achievements of its employees,” Levtchenko offered. “Regular recognition, incentive schemes and performance-based bonuses instill a deep sense of pride and loyalty in the workers.”
Job training is crucial for nurturing engaged workers. “The hotel provides comprehensive programs that enhance employees’ skills and knowledge, enabling them to excel in their roles,” she said. “By demonstrating a commitment to their growth and career advancement, the hotel not only equips workers with the tools for success, but also cultivates a sense of engagement and loyalty.”
Levtchenko added that allowing employees to take ownership of their work will give them a sense of pride, accountability and engagement. They will feel like they have a personal say in the hotel’s success.
The final piece in the engaged worker puzzle, she pointed out, is creating a positive work environment. “The hotel strives to establish a culture that celebrates diversity, promotes teamwork and encourages a healthy work-life balance,” said Levtchenko. “By fostering a supportive and inclusive atmosphere, the hotel nurtures a sense of camaraderie and belonging among employees, which significantly contributes to higher engagement levels.”
By implementing these strategies, she added, “a hotel can successfully create engaged workers who are committed, motivated and dedicated to their work. These individuals become invaluable assets, embodying the hotel’s vision and contributing to its overall success.”
Technology can play a part in alleviating the stress on employees who are tapped out from having to take on so many responsibilities at the hotel. It can also take on some of the guest communications work.
“Technology revolutionizes operational efficiency in hotels through automation, data analysis, improved communication, enhanced guest experiences and streamlined processes,” said Levtchenko. “Automated systems reduce errors and save time, while data analytics provide valuable insights for informed decision-making. Efficient communication platforms facilitate seamless collaboration among staff members. With technology-driven tools, hotels can personalize guest experiences, optimize resource allocation and improve overall productivity. Embracing technology empowers hotels to stay ahead in a competitive market, delivering exceptional service and maximizing operational efficiency.”
She pointed out that PurpleCloud’s Gamified Service Optimization Platform is one technology platform that helps motivate staff by leveraging gamification techniques.
“With PurpleCloud, hotels can streamline task management, automate workflows and optimize resource allocation, leading to smoother operations and increased productivity,” said Levtchenko. “The platform’s gamified approach encourages healthy competition, recognition and rewards, fostering a culture of engagement among employees.”
