employee experience
How To Extinguish Hospitality Burnout
Matthijs Welle | June 5, 2024
By Matthijs Welle We work in an exhausting industry. So much of our time is dedicated to ensuring that our guests have remarkable experiences that we forget to pursue our own happiness. I’ve worked in both sides of industry – on the front lines at reception and behind the scenes in hospitality tech – and in both areas I’ve often felt exhausted and overworked. So what’s the solution? Obviously, I don’t have all the answers. It took me years to find the best ways to recharge and find my personal balance. But I do believe that hoteliers and anyone in hospitality have a particular responsibility to look after themselves...
4 Tips to Attract & Retain Gen Z Employees
Mark Lewis-Brown | April 9, 2024
By Mark Lewis-Brown The hospitality industry is no stranger to evolution, and after surviving the chaos of the COVID pandemic and the aftermath, hoteliers are much more adept at pivoting as new trends and developments push the hospitality industry in new directions. 2024 has already ushered in a great deal of change, as consumer booking trends change and many of the top global economies experience contractions, but as always, there will be many other shifts that will impact the hospitality industry over the coming years; one of the most significant changes that we are currently experiencing comes with the entry of Gen Z into the workforce, w...
Unlocking Value Creation: Value-Enhancing vs Value-Destroying Employee
EHL Insights | January 2, 2024
Employees are the biggest value creators and value destroyers for most organizations. Here’s how to identify and enhance the role your employees play in the value-creation process. Distinguishing between value-enhancing and value-destroying employees The primary aim of every organization is to maximize the value it creates from its existing resources. Exactly what that ‘value’ looks like can differ from one business to the next. For some businesses, value may simply mean generating a greater return for the shareholders, but for others, value creation can be something much more specific. To add value, a business needs to know how va...
The Employee Hierarchy of Needs
Shep Hyken | November 16, 2023
By Shep Hyken Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money. Money is generally the reason people go to work. Without money, employees can’t pay their rent or mortgage, put food on the dinner table, send their kids to college, and more. And often, money is just part of the com...
Meyer Jabara Hotels’ Journey Culture Reaping a 75% Employee Retention Rate
Meyer Jabara Hotels | August 8, 2023
Implementing principles of continuous cultural improvement is slashing the management company’s turnover rate through empowerment and accountability [Danbury, Conn., August 8, 2023] — Meyer Jabara Hotels is reporting a 24.20% turnover rate through the first half of 2023. With the U.S. Bureau of Labor Statistics citing 70% to 80% turnover annually as the industry norm, this 46-year-old hotel ownership and management group is obviously doing something right. With hotel operators still feeling the sting of the “Great Resignation,” MJH is revealing its secret to employee retention success. “Our biggest competitive advantage is wha...
Satisfying Customer Expectations: What About Employee Expectations?
Ana McFee | June 6, 2023
By Ana McFee Today's employee expectations Similarly to customers, employees' expectations have also evolved, and never more so than in the post-Covid/Gen Z landscape. Today's employees are prepared to switch careers or companies, and so expect more than just a regular paycheck and access to good benefits. From a talent retention perspective, creating equally tailored experiences for your employees as for customers will therefore help attract and keep the best talent and lead to improved productivity and business performance. It will above all communicate to employees, even as early as the hiring process, that company culture is geared...
Hotel Team Experiences Now Require a Tech Rethink
Adam and Larry Mogelonsky | May 31, 2023
By Adam and Larry Mogelonsky If you’re reading this, it means you likely use your computer for work. Most of us do these days. But have you ever given any thought to how often you switch screens each day? And on that note, when you equate this screen switching with how our ancestral brains were evolutionarily designed to process the environment, do you think all this may induce more than a bit of unwanted stress in your life? The statistic that best encapsulates this comes from a study published in 2019 by the University of California, Irvine, which found that the average office worker switches between different screens or tasks 566 t...
How to Stop the Culture of Fear and Bullying in the Hospitality Industry
Ian Scarth FIH | April 17, 2023
According to the dictionary, 'Bullying' is defined as “Seeking to harm, intimidate, or coerce someone perceived as vulnerable”, while ACAS define it as “offensive, intimidating, malicious or insulting behaviour, an abuse or misuse of power through means that undermine, humiliate, denigrate or injure the recipient.” The same dictionary suggests Hospitality is “The friendly, graceful, and generous reception and entertainment of guests, visitors, or strangers.” Anyone reading these definitions must surely conclude that it's impossible to be hospitable if at the same time one is a bully. Yet the hospitality industry appears to h...
