What are the key factors that empower employees?
Kamal: Loyalty and hard work, in addition to an understanding of your duties and responsibilities are key. Concentrating on developing oneself will lead to recognition and growth, while trying to change systems and procedures to suit oneself will lead to replacement.
Raj: In order to raise the empowerment bar, it is important to build an environment throughout the organisation that genuinely encourages and rewards individuals to make self-directed decisions independently, with the best
interest of your customers and the corporation in mind. Trust and training are the keys to facilitating self-directed, empowered decisions, resulting in exceptional execution.
Daniela: Empowering employees can be achieved by creating an environment where you genuinely encourage employees to make decisions on their own. Employers can and should recognise any accomplishments of their staff.
Alina: Hierarchy in a hotel management structure remains in the past. Looking to the future of hospitality, the flat structure of an organisation will be privileged.
Freddy: It starts from leadership, which has to come from the manager or department head to create a culture of teamwork through communication. Implementation of a staff satisfaction survey is also a way to empower staff to speak freely about their likes and dislikes, this gives them a voice too.
How can hoteliers ensure staff are offering high-quality service?
Raj: The internal team is often termed as ‘internal guests’ by good hospitality companies and if the internal guests are taken care of well, it also shows in their performance in front of their guests. The right attitude is very important and a good team member is always willing to exceed guest expectations, not just meet them.
Daniela: Managers need to lead by example and follow hotel standards and operational procedures, they also have to ensure they pass on their knowledge and create an environment that is constantly growing.
Alina: Clear understanding of the “product” on sale, is not just rooms, outlets, etc., but the experience that guests are getting by choosing a brand. Guest feedback is the main guideline that drives the improvement and development in quality of that experience.
Freddy: This is a continual task for every hotelier, solved through the implementation of a departmental trainer in every department, focusing on on-the-job training related to the physical experience and real hospitality practice.
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