Is it difficult to keep people in the hotel? These three points will teach you to improve the sense of belonging of hotel employees!
It is becoming more and more difficult to recruit hotel employees, because the sense of belonging of employees is decreasing. How to improve the sense of belonging is a problem that hotels must think about.
More and more hotel personnel managers are sighing that it is becoming more and more difficult to recruit hotel employees. After finally finding a suitable one, they resigned not long after joining, and many people even left without saying goodbye.
Why is this happening? Many old hotel people are very confused. I remember that when I first entered the hotel in the early 1990s, a lobby manager proudly said to me: “When we applied for the tourism vocational high school, we were able to enter after three interviews and layers of screening.” Yes, we all feel lost. I remember that at that time, most of the employees in the hotel industry were handsome and beautiful, and there was a sense of pride in being a hotel. At that time, the hotel gave people a “tall” feeling. The luxurious buildings in the urban area must be big hotels, and the best service facilities must be in the big hotels. At that time, they received overseas tourists from all over the world, which opened the eyes of the staff….
Many recruiting supervisors in hotels are now under great pressure, and many interviewers with good quality in all aspects have not heard from them once they ask about their salaries. Even if new people are sometimes added to the department, the department still complains: “The people you recruit are really bad.” Most hotels are faced with the same confusion: First, there are more and more hotels, and employees are more selective; second, the hotel industry’s wages are declining compared to other industries in society, and they cannot meet the needs of employees; third, employees are extremely Instable, go away.
Through the above reasons, we can see that the essence of the problem is only one: the cohesion of hotel employees is declining, and the sense of belonging of employees is decreasing. How to improve the sense of belonging of employees, the author combined with many years of work experience to briefly explore.
01
Recasting employees’ psychological safety
Many employees have a mentality: the hotel job is unstable, and they do not care for the elderly. Their common idea is to work for two years and then change jobs when they find a suitable opportunity. Consciousness determines action. Under such a mentality, they do not pay attention to improving their own quality and complete their own work better. They are only temporary ideas. The key to solving this problem is for hotels to change traditional practices and provide service staff with a long-term development path, so that employees are willing to stay and work hard. In terms of staff position setting and incentives, we can appropriately give special “rewards” to those waiters who have worked hard for a long time, work hard and have rich service experience.
If a restaurant waiter wins repeat customers for the hotel with his skillful service skills, if a room attendant cleans the room to make guests feel warm and satisfied, if a concierge can serve guests in proficient Chinese and English, he can provide all kinds of city-related information to get guests These people are the backbone of the service, the hotel can set up honorary titles, such as “senior waiter” or “service expert”, increase their salary appropriately, and can assist the restaurant at work like the foreman or even the supervisor. Managers go to “pass, help, and lead” young employees, and even assist restaurant managers and supervisors in daily management and guest opinion surveys. They have received honorary titles, their wages have been improved, and they have been given more responsibilities, which greatly motivated their work enthusiasm and perseverance, and they are willing to stay and grow together with the hotel. At the same time, set a benchmark among employees, so that young employees who are new to the industry can see hope and tell them to work hard to do service work well, and they can also get career promotion.
02
Do a good job of psychological counseling for employees
With the development of the transportation industry, it is more and more convenient for people to travel, and high-star hotels have become the first choice for people to travel and travel, with different levels of guests. Some guests are very picky, some are difficult to communicate, and some are even very irritable, venting all their dissatisfaction on the staff. The hotel has a rule that the guest is always right, so employees can only suppress their dissatisfaction to the heart, and many employees will have the idea of being a hotel waiter “below others”.
On the one hand, this is a social issue. The service industry needs understanding and respect from all walks of life, and their efforts and existential value need social recognition. The hotel on the other side needs to do a good job of psychological counseling based on the actual situation. It is not to forcefully block the dissatisfaction of employees, but to use scientific methods to channel the crux of the heart. I remember an incident in a hotel where a restaurant bartender got into a physical altercation with another service in the dorm room after get off work. When we were dealing with this matter the next day, I asked the waiter patiently and meticulously, and he told the truth: he was serving a private room at noon that day, and a drunk guest yelled at him because of a little misunderstanding. No matter how he explained and apologized, the guests would not forgive. He felt depressed all afternoon, and after returning in the evening, he had an argument with his roommate, and he vented his dissatisfaction by fighting. The waiters are dealt with properly, but this is not an isolated case. Many employees are more or less exposed to this kind of injustice and pressure in serving guests.
The employee’s psychological concern should be valued by the hotel as well as his work attitude. The hotel can cooperate with relevant psychological counseling agencies or psychological counselors to provide psychological counseling for employees on a regular basis. Effective counseling can help employees get out of the psychological shadow, know how to deal with the contradictions and difficulties they encounter, re-understand themselves, build confidence, and still work hard in the face of the rising sun the next day.
03
Improve employee psychological comfort
With the development of the hotel industry, the employment forms of the hotel industry have become more and more complex, not only regular workers, but also labor workers, interns and hourly workers; the age of employees is distributed in different age groups, ranging from 18, 19-year-old interns, to old employees in their 50s; the personnel come from many regions, and in addition to this city, there are also a large number of employees from other provinces and cities. It is a big project to bring such a complex group together and consciously accept the hotel management culture!
Many employees feel a sense of exclusion from work when they first start their jobs. I remember an incident that happened many years ago. An intern came to the Human Resources Department to find me just two days ago and asked to change positions, claiming that the internship would be terminated if the position could not be changed. In-depth study of the reason is because the management method of the foreman is not recognized. The foreman made demands with a strict attitude every day, and always singled out problems for punishment, which was very different from the previous campus life, which made him very confused. Not only the intern, but also many old hotel employees also expressed emotion. Apart from going to work every day, there is nothing that makes him happy, and there is no hope. If you want to retain employees, not only let him accept the hotel’s system behaviorally, but more importantly, let him understand the hotel psychologically and accept the hotel.
Many hotels have provided valuable experience in creating a “big family” atmosphere. For example, the general manager of some hotels personally gave an opening speech for the new employee induction training course, and employees are welcome to join; some hotels stipulate that the new employee will be in the department on the first day Select an old employee to help him go through the on-boarding procedures and familiarize himself with the hotel and the position; some hotels organize employee birthday parties every month, and senior executives celebrate birthdays for employees; Trainers to guide the completion of various tasks; some hotels regularly carry out a variety of staff travel and various cultural and sports activities.
In addition, I think the hotel can do a little more in terms of personalization, showing care for the staff in the subtleties. For example, many interns have the task of taking exams and completing the thesis. The hotel can open a “study room” for them to use after work; the shift dormitory can place several “special beds” for the “two ends” of the restaurant. employees in the “class” to rest and use; establish a WeChat group for employees’ “family members”, and send a letter of condolence signed by the general manager to the family members of employees who stick to their posts before the “Spring Festival” and “Mid-Autumn Festival”; “Family Day” activities, inviting employees’ families and children to visit their “parents” workplaces, enhancing children’s understanding of their parents…. All of this is a manifestation of respect and attention to employees, being respected and cared for People, their hearts are happy.
When employees accept the hotel in their hearts, they will regard it as a place to rely on and are willing to fight for it. Whether it is years, decades, or even decades. I remember what the dean said at the graduation ceremony of the university that year: “No matter where you go in the future, no matter if your development is good or not, please don’t forget to go home often.” This sentence moved me at the time, and it has always been fresh in my memory. When the staff has a “home” attachment to the hotel, no matter where he goes, he will hope that it will get better and better!