A lack of effective management is one of the key reasons employees seek to leave hotels, said HR managers in an exclusive roundtable with Hotelier Middle East.
Discussing the issue of staff retention, HR managers highlighted that staff are more likely to leave individual people —such as managers —than they are to leave the company.
IHG vice president HR Middle East and Africa, Jenny Atkinson, said: “We can do all the work we want in terms of promoting career growth but the experience they have at that property will affect whether or not they want to stay with the company, so the GM has got to lead — they have got to have the vision and values, or as we call them ‘our winning ways.”
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The HR managers also highlighted that low levels of retention and general staff dissatisfaction had a direct impact on the guests.
Mövenpick Hotels and Resorts Vice President HR Middle East and Asia, Craig Cochrane explained: “At our recent HR conference, we ranked the hotels with their customer satisfaction scores, employee satisfaction scores and GOP percentages and there was a definite correlation between the successful hotels and guest and employee satisfaction — even to the point where if the GOP% was too high, where people were being squeezed too much, guest satisfaction and employee satisfaction were low.”
It was up to hotels, they said, to ensure that general managers had the proper training to ensure that they were running their teams efficiently, thus maximising staff retention and increasing guest satisfaction.
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Oct 8, 2010 , United Arab Emirates
Hi, I do not want to say, but unfortunately among these companies I have seen where we can find discrimination. "Happy Employees Bring Happy Customer's" is true but where is the talent, I had a long discussion with someone at top position in Hotel Industry, he said we are looking only for Euro...