I have read articles and quotes concerning training, and how to accomplish this issue. I have seen many hotels fail at this simply because they fail to see the concept of well trained employees, or cast members, or whatever name the industry decides to call them. "train them well and treat them well and they will stay" There are a lot of different quotes all geared towards retaining qualified help. Yes training is part of it, but so is promoting, and paying a decent wage, and respecting the value that they bring to the table.
There are some unique properties that have a retention score of 90% that's all good for those that work for that company, be it a hospitality related or industrial, or retail. All facets of the service industry need good qualified employees that are willing to stay the course. Some say that they train their employees only to see them go to other companies. You may want to ask why are they leaving? There is always a reason and it is up to each company to figure out why? In the hospitality industry, we have what is traditionally called "back of house employees" Some of those employees are on the low side of the pay scale, and in a lot of cases rarely receive any adequate training. Train them, for in our business everyone sales.
I will use the Esperanza properties located in California. They are all non flag hotel's. They are 6 of them all owned by the same owner. The properties receive training classes in all departments including the executive level four times a year.The properties have an excellent occupancy, and a above average daily rate. The Esperanza group has been in business over 20 years. The employee retention is way above average. The majority of the employees have been there over 15 years and all of the GM'S have been promoted from within.
The owner has realized how important proper training and taking care of his staff really is. It has paid off very well, simply due to the low turnover that exist at each property. I'll mention this for I feel it is important, all employees are treated well, and are paid above scale. They all have full medical, and dental plans paid for by the owner. Yes it is expensive, and well worth the investment. One example is Roland Veers, who started with the original hotel in San Diego as a food server some 17 years ago, is today the corporate Food and Beverage director for all of the properties.
He has had offers to go to other properties, and I dare say for more money, yet he stays, he stays because he is treated well, and is respected for the work he does. That type of loyalty is priceless, it is a culture that must be nourished time after time, like becoming part of a family.
I say to those that complain that they lose their employees to the competitors, if they leave you is because you (the company) has not adequately nourished them, it's like a garden, you plant, water and nourish and flowers will bloom. Employees will also bloom if properly nourished and cared for. Just FYI I have been the consultant for the Esperanza group for the last 18 years. One of my first clients, and we have grown together in to a formidable hotel company. The owner has taken the time to know all of the people that work for him, in most cases he even knows the families.
So hospitality companies, management companies nourish your people well and they will stay, and they in turn will nourish your guest, and after all the guest is the flower you want to bloom, is it not?
The Hotel Guy
There are some unique properties that have a retention score of 90% that's all good for those that work for that company, be it a hospitality related or industrial, or retail. All facets of the service industry need good qualified employees that are willing to stay the course. Some say that they train their employees only to see them go to other companies. You may want to ask why are they leaving? There is always a reason and it is up to each company to figure out why? In the hospitality industry, we have what is traditionally called "back of house employees" Some of those employees are on the low side of the pay scale, and in a lot of cases rarely receive any adequate training. Train them, for in our business everyone sales.
I will use the Esperanza properties located in California. They are all non flag hotel's. They are 6 of them all owned by the same owner. The properties receive training classes in all departments including the executive level four times a year.The properties have an excellent occupancy, and a above average daily rate. The Esperanza group has been in business over 20 years. The employee retention is way above average. The majority of the employees have been there over 15 years and all of the GM'S have been promoted from within.
The owner has realized how important proper training and taking care of his staff really is. It has paid off very well, simply due to the low turnover that exist at each property. I'll mention this for I feel it is important, all employees are treated well, and are paid above scale. They all have full medical, and dental plans paid for by the owner. Yes it is expensive, and well worth the investment. One example is Roland Veers, who started with the original hotel in San Diego as a food server some 17 years ago, is today the corporate Food and Beverage director for all of the properties.
He has had offers to go to other properties, and I dare say for more money, yet he stays, he stays because he is treated well, and is respected for the work he does. That type of loyalty is priceless, it is a culture that must be nourished time after time, like becoming part of a family.
I say to those that complain that they lose their employees to the competitors, if they leave you is because you (the company) has not adequately nourished them, it's like a garden, you plant, water and nourish and flowers will bloom. Employees will also bloom if properly nourished and cared for. Just FYI I have been the consultant for the Esperanza group for the last 18 years. One of my first clients, and we have grown together in to a formidable hotel company. The owner has taken the time to know all of the people that work for him, in most cases he even knows the families.
So hospitality companies, management companies nourish your people well and they will stay, and they in turn will nourish your guest, and after all the guest is the flower you want to bloom, is it not?
The Hotel Guy