employee relations
Stools and Stereotypes: Why Accommodating Disabilities in Hotels Is Non-Negotiable
Chuck Simikian | October 23, 2024
An employee comes to you and says they need a stool to sit on while they do their job. You immediately think – “We don’t have stools for employees to sit on. That is a standing position.” But….is that the correct response? What should you do? It is a common scenario that I frequently see in my HR career supporting the hospitality industry. The Americans with Disabilities Act (ADA) has been in effect for nearly 35 years, yet many employers still struggle with accommodating disabilities in the workplace. A recent lawsuit filed by the EEOC against TNNY Hotel, LLC, and other entities operating The Ned NoMad hotel in Manhattan h...
Improving Workplace Communication: Balancing Assertiveness and Empathy
EHL | August 16, 2024
Why is empathy important in tandem with assertiveness? Is it a critical prerequisite for fostering an environment where innovation, collaboration, and productivity thrive? Excelling in communication is not solely about making your voice heard but understanding the diverse voices around you, thus achieving a balance that propels teams toward shared goals while respecting individual perspectives. Through EHL's Women in Leadership initiative, I recently attended an assertiveness workshop with Valentina Coco. As we delve into this exploration, my focus will be on unpacking the fundamentals of assertive communication and why mastering how t...
Seven Ways to Handle Abusive Customers (And One Way Not To)
SHEP HYKEN | August 3, 2022
No employee should be treated poorly by customers. I feel bad for the people who work at the airport luggage office. The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! Nobody ever goes into that office to say, “Thank you, my luggage is here. You guys do a great job!” Recently, the Edinburgh Airport in Scotland came up with a solution to deal with the many calls from irate passengers verbally abusing its employees. According to a BBC News story, the Edinburgh Airport decided to simply disc...
HTNG to Offer Free Membership to Employees in Transition
Hospitality Technology Next Generation (HTNG) | July 30, 2020
CHICAGO (July 30, 2020) – Hospitality Technology Next Generation (HTNG) extends free memberships through the end of the year to individuals who have recently been laid off by HTNG member companies. HTNG recognizes many valuable individuals previously employed with a member company are now in the unfortunate position of being in a job transition. As an important community for education, networking and career development, HTNG is offering complimentary memberships as a resource to help these individuals maintain and improve their skills to ultimately find their next professional opportunity. Free memberships to any former employee of an...
Key Questions on Employees’ Minds Right Now, Part II/II
James Houran | July 2, 2020
By James Houran & Matt Peterson Many hospitality students and professionals around the world recently participated in AETHOS’ series of development webinars. These sessions offered attendees the opportunity to complete the 20|20 Skills™ assessment to gain a personal SWOT analysis to help them navigate these challenging times of occupational crisis and change. Interestingly, the attendees consistently voiced certain concerns and follow-up questions. We wanted, therefore, to address these issues publicly for the benefit of business owners, leaders, and HR professionals who are eager to understand the issues presently on the minds ...
Have You Taken Your Team’s Temperature Lately?
Dr. Stefano Borzillo | May 22, 2020
Effective evaluation to ensure a well-functioning team in the workplace. By Dr. Stefano Borzillo Hospitality is typically founded on teams of individuals working together, not only for the high performance of their function but also for creating a positive experience for guests. We can see that F&B, front desk and housekeeping teams all have an effect on guests’ impressions of their hotel stay. Similarly, back office teams such as marketing, finance and revenue management contribute to the performance of the organization through smooth operations and raising brand awareness. Research has identified that the more effective the team...
How to Get That Wayward Employee’s Attention
John Hendrie | February 5, 2020
By John Hendrie In this new world of changing market dynamics, we have the typical response – we ask more of our employees. In many cases, we just pile on the extra assignments, “rewarding” our top employees with additional work and responsibilities. Many times, we do not even provide the proper training or resources to perform the job(s). Across the board we are demanding more for or with less. We end up with overburdened employees or those who simply are not interested in excelling or paying attention to the demands of the work. Our customers suffer; you are frustrated. The employee who is not contributing is the real challe...
