ADVICE: How to keep your hotel staff motivated

Guest takes room key card at check-in desk of hotel

Having a good team working for you can go a long way to making sure your hotel gets good reviews and keeps customers returning over and over again. Therefore, as the owner or manager, you need to find ways of keeping your staff happy in their role.  

Words by: Jo Thornley, head of brand and partnerships at Dynamis

Good communication with your team

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If your staff members are only approaching their daily tasks in a narrow way, based on only their job description, they are more likely to become unmotivated. Therefore, you need to communicate with your staff about the vision of the hotel. Explain how their role fits into the overall goals and direction of the business.

It is vital to give your employees a sense of purpose. If the vision is achieved, your staff should be rewarded for the role that they played in this achievement.

Good communication also applies in the day to day activities. Let them know the goals that you hope to achieve at the end of the day, week or month. Give context to their roles and let them know the significance of each task in the wider goals of the hotel.

The easiest way to make sure that you are always keeping your staff in the loop is through regular staff meetings. You should also allow the different parts of the teams to interact with each other and discover how they are all, in fact, supporting each other. This will further a team feeling among your employees.

Good communication keeps your staff motivated. However, it is essential to understand that communication comes from both sides. Thus, you should always give time to listen to your staff.

Find out what it is that could be improved on in management. You should also hear out your employees’ opinions on systems at the hotel as they are the ones closest to them.

Listening to your employees is one of the best ways to show them that you actually care about and value them while also providing the best possible service to your guests.

Create career opportunities for your staff

Creating career opportunities for your staff will make them feel relevant and appreciated. If you get viable advancement opportunities, consider promoting someone inhouse. If your employees have clear performance goals, they can work towards being promoted.

You should also allow for employees to move between horizontal roles. If someone is working in food service but would be better suited in reception, this change should be something that is available to them.

Offering your employees different career opportunities will show that you are paying attention to them and the work that they do. Investing in your employees is important if you don’t want them to take their skills to one of your competitors. You will also, however, have to make sure you are paying salaries that are comparative to other similar roles in the industry.

Each of your employees will have their own career and life goals and, if you are able to help them get there through your business, they will be far more likely to stay working for you. Not only this, but they are more likely to be happy in their job.

Create a good work environment

Finally, don’t underestimate how improving the working environment of your employees can make them happier. As hospitality staff, they are around customers a lot of the time and, as long as they are, they can’t really relax.

Make sure that there are spaces that they can spend time in on breaks away from the customers. These spaces should be designed properly so that your employees can relax on their break and be recharged when they return to work.

By Jo Thornley, Head of Brand and Partnerships at Dynamis. Joining in 2005 to co-ordinate PR and communications and produce editorial across all business brands. She earned her spurs managing the communications strategy and now creates and develops partnerships between, and and likeminded companies.

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Zoe Monk

The author Zoe Monk

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