Hotel keeps ‘em checked in
Posted on December 26, 2007
Filed Under The HR Department, Job Search
It continues to amaze me how so many employers don’t grasp the simple fact that if you listen to your employees and treat them with respect, they will stick around longer. People don’t like or want to change jobs, but for many the job market is such that if their employer doesn’t treat them well, it’s too easy to move on.
This is especially true in the hotel and restaurant industry. Case in point, the Hotel Carlton in San Francisco. Housekeeper Anita Lum claims she can tell a lot about the management of her hotel by the vacuum she uses.
Former management at the Hotel Carlton in San Francisco didn’t like to replace aging vacuums, despite staff complaints. After Joie de Vivre Hospitality Inc. took over operations in 2003, the new manager bought a vacuum for each of the 15 housekeepers — and replaces them every year.
The new vacuums make a big difference to employees — in performance and morale, said Ms. Lum, a 16-year Carlton veteran. “It seems that this company cares about us more,” she said. “They try to do what we say.”
Keeping staff such as Ms. Lum happy is a priority for employers such as closely held Joie de Vivre, which operates 36 California boutique hotels and has 2,500 employees. About 90% are hourly workers who take reservations, clean toilets and perform other low-status jobs.
On average, hotels and restaurants will replace two-thirds of their workers this year, according to hotel survey firm Market Metrix. The company estimates that each departure costs a midrange hotel about $5,000 in lost productivity, and recruiting and training a replacement.
Satisfied workers stay in their jobs longer, and they treat customers better, experts say. By contrast, unhappy workers tend to leave, particularly those in low-skill, low-wage jobs. At the Carlton, satisfaction ratings from employees and customers improved after Joie de Vivre took over, Chief Executive Chip Conley said. Duh!
What applies for low level jobs is equally true in the professional market. We already know Gen Y won’t hang around if the job isn’t fulfilling or employees aren’t treated well. This also true for many Gen X and Boomers too.
As the job market tightens, let’s hope more companies make a New Years resolution to treat their employees better. If they do everyone wins.
Until next time…
[tags] turnover, employee retention, employee satisfaction
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