![]() ![]() Give your new people an overview of the property’s offerings and where they fit in. ![]() Services/Products – A full service hotel can have as many as 20 departments and dozens of services.Orientation Overview – Tell your new staff what the program will be about.Too often is it assumed that the hotel down the street treats their guests the way we want to, when in fact, their techniques or values may be why our new staff member left them. It is assumed that since they worked at Brand X that they understand the industry and “how- to” do whatever their job title says. ![]() Too many hotels “throw” their newly hired staff into jobs with little or no orientation. While most of us realize the high costs associated with staff turnover, too many of us don’t make the connection between how we might contribute unintentionally to that turnover by how we expose “our most important asset” to our hotel and company. Most progressive, realistic hoteliers today realize that while technology plays a growing role in the hospitality industry, the “people”, personal-touch side of the business inevitably determines the long term success.Īn old saying states there is one chance to make a good first impression. While Ritz-Carlton caters to the luxury segment of lodging, their interpretation is appropriate for all markets: we are a service industry. Ask almost any hotelier their most important asset and the response will frequently be their “people.” Ritz-Carlton Hotels define it most specifically – “Ladies and Gentlemen serving Ladies and Gentlemen.” ![]()
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