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MARCH: Hotel Human Resources 2015: Recruiting and Retaining the Best Employees

Suzanne McIntosh

We came to our hospitality careers by a number of different paths. Some of us fell in love early, decided to go to a hospitality school and plotted a career up through a specific discipline. Others found ourselves in a service role that grew into a lifelong career that took us all over the world. Everyone has their story, but we all agree that the diversity of cultures, disciplines and scenery that make up our everyday work lives in hotels is one of the most exciting aspects of our daily work lives. READ MORE

Larry  Mogelonsky

Service in today’s hospitality properties is more far casual than it was during the era of ‘Old World’ hotels. Even though this may be more appropriate for the times and a big cost saver, we are losing sight of the glamour which with we have, in times past, attracted some of the brightest and most eager minds to our industry overtop of others with potentially more lucrative monetary compensations. All is not lost, however, as the hotel industry has many exceptional benefits for new entrants to the workforce, but only if we properly promote these incentives. READ MORE

Michael C. Sturman

Despite industry efforts to the contrary, women still earn less money than men for the same jobs. Data analysis does not support the economic arguments for this disparity, and several studies have pointed directly to discriminatory policies. Regardless of the reason, the industry loses a valuable resource, as talented women look elsewhere for employment or leave to form their own businesses. To stanch this loss of talent, several firms have taken steps to promote women in their ranks. This article outlines the gender pay gap and suggests ways to improve the status of women--thereby retaining a large set of dedicated and talented workers. READ MORE

Barry J.  Vogt

Workplace safety plays an important role in retaining productive employees, especially in the hospitality industry where turn-over is high compared to other private sector industries. Safe work environments affect employee health, staff morale and workers’ compensation insurance costs. The following guest column by Barry Vogt, senior vice president and chief claims officer at EMPLOYERS, America’s small business insurance specialist®, provides guidance on what hotels should do in the event of an on-the-job injury or illness to ensure their employees receive appropriate care and return to work in a timely manner. READ MORE

Coming Up In The April Online Hotel Business Review


Feature Focus
Guest Service: Customer Service is a Key Business Differentiator
In today's hyper-competitive, hyper-connected global marketplace, customer experience has assumed a major role as a key business differentiator. There is a growing understanding that competition based on products or price alone is no longer a viable strategy. Since feature or function advantages can be quickly duplicated and/or enhanced, product innovation is no longer the differentiator it once was. And competition based on price impairs profitability. On the other hand, research indicates that 86 percent of consumers said they would be willing to pay more for a better customer experience. To protect both market share and margins, hotel companies must provide customers with consistent, compelling experiences - before, during, and after their purchases - across all major channels. There are many things organizations can do to deliver a superior customer experience. Management must align everything a company does with the customer service experience in mind. They must assign high value to anticipation of customers' real needs and desires, and they must incentivize and reward personal initiative in the pursuit of customer satisfaction. They must respond quickly to customer requests. They must ensure that customer interactions are highly personalized, and they must deliver the right information to the right place at the right time. And perhaps most importantly, upper management must create a culture where customer service is valued and esteemed, taught and rewarded. Customer experience leaders who can drive this kind of cultural change will radically affect their companies? competitive position and business performance. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.