Could You Do This Also?
More Responsibility is the New Trend
Those of us who have an operations background know that controlling costs is important, expected and demanded. In the Hospitality Industry over the last 30 years, we have become masters of cutting. Alas, there is only so much we can cut, so we turned to managing the revenue and getting as much out our products as possible. In the hotel business, revenue management has become as common as beds…everyone is managing their revenue, or they should. Owners and investors continue to demand more profit and returns, which is normal. With nothing left to cut out of the middle and revenue being maximized it only goes to reason that in a labor-intensive industry – hours and jobs were next.
I personally believe that there is not enough focus on regional and local sales and marketing and would probably get the backing of most of the sales personnel in the industry as well. However, the trend is to ask employees to do more work; take on a larger workload, more responsibility, wear more hats and do this with the same pay and hours. I read many comments that support this trend and have over the last 10 years… “I have been here for 7 years and I now do more work than ever at the same pay rate”, “I am now doing the job of three people and have not had a raise”, “I used to have to clean 14 rooms a day, now they want me to clean 17 and 18 in the same amount of time”. These are examples of typical comments, regardless of the department, the size of the hotel or geographic location. Your employees are watching this trend and they are a bit upset.
There are a few things that you can do to minimize the impact on your employee engagement. I would say the most important thing to do is communicate to them the true reason behind such requests, let them know why you are asking and why you have been asked to operate in this fashion. Now granted, this will probably not cure your problems, but it shows your employees that you are being upfront and explaining. Another thing you can do is recognize your employees for their extra effort. It is very easy to just say, “It’s your job”, but that is somewhat disrespectful and will do more harm than good. You need to let them know that this trend is probably here to stay and you appreciate all the extra effort they give.
Since your labor costs are probably your highest, your budget will more than likely not allow for significant increases. This is where leaders become creative and find ways to continue to grow the employee engagement. Just in case you have never heard me say that leaders spend time with the people they lead…Leaders spend time with the people they lead! You can’t lead your employees from your office, you have to get out there and get to know them and their jobs. You need to understand how they operate on a daily basis so you can lead them. You will gain so much from spending a few minutes a day with your employees…in fact, you will probably get to like it so much that it will be difficult to get into the office.
Recognition is one of the 5 Starrs of Engagement, it is an art. Sincere recognition builds people up, it gives them a sense of belonging, pride, and commitment. When you master the art of recognition you will begin to see improvements in all areas of your operation. If you incorporate all five of the cornerstones into your management style, you won’t be able to stop success.
If you would like some help with this or any area of your employee engagement or a free consultation regarding your current efforts, please contact me firstname.lastname@example.org