Do you have a difficult time to Find, Hire and Keep Great Employees 

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If you are the independent operator of an Independent Hotel or Bed & Breakfast, there is a good chance you have an understanding of the day-to-day operation. In a perfect world you would clone yourself so you know that everything is done to your satisfaction.

 

Unfortunately, we do not live in a perfect world and you will need help.

 

So how do you find Great Employees? Employees that share your philosophy. Who will care about your guests? Who are willing to bend over backwards when offering service? And have great attention to detail.

 

To begin with, when advertising a job don’t waste your time interviewing everyone who sends in an application. There is a way to weed out many applicants by using a simple technique when writing the ad. In the job description, instruct, to anyone replying, to include a specific word or phrase in their cover letter. A word or phrase you have placed in the ad. For example: football.

 

When you receive the applications, just plan on reviewing those who have included the specific word or phrase.  This shows attention to detail and it is a start in the right direction.

 

During the first interview, start with your business’s history, experience and philosophy, and then give the candidates your properties and responsibility guidelines to review.

 

Meet with each applicant individually to discuss their reactions to and feelings about the guidelines, as well as their background and experience. At this meeting, each applicant should also be asked why they feel they are right for the position.

 

The next phase is very important; role play with situations they will probably encounter at any property. Make it clear that you do not want them to answer the way they think you want them to answer, but to react the way they feel would be right.

 

This should be done for every position at your property. You have to remember your priority is customer service and all your employees should embrace this as studies have shown that the better the customer service the higher the profits.

 

Hire those who show empathy, kindness and humility.

 

“Wait a minute!” You might be thinking.  “Isn’t experience more important?”

 

Emotional skill can’t be taught, you can’t give staff the wish to bend over backwards for customers.

 

Hire for the emotional skill, trains for the others.

 

It does not end there …

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  • First day of training for a new employee should start with a meeting with you.
  • A review of the Properties Policies and any Employee Benefits.
  • Let them know they are now a part of your facilities family and that you are there to support them.
  • Take the new employee on a tour of the facilities, highlighting people and systems at work.
  • Answering clearly and fully all the employee’s questions
  • Issuing the employee their uniform and a copy of the Operations Manual
  • Review the Operations Manual
  • Review contract of the employee’s position and any Employee Benefit Plans
  • Complete the employment papers
  • For the best ongoing results … support your employees

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All this should be documented in your Operations Manual Template and we will look at this further in future videos.

 

A customer is not always right but they should feel like they are. For this to work customer has to feel the staff is on their side and the staff have the flexibility to handle situations the way they see fit.  Give them the ability to look for customer service opportunities and WOW your guests.

 

Customers should not just leave your property satisfied but happy and this is much easier to carry out if you have great employees

 

If you have any stories about Great Employees or your Operations Manual and would like to share, or have  any questions or feedback you can leave them in the comments section.

 

keystonehospitalitydevelopment.com

 

Let’s work together to put heads in your beds.

Until next time, have a fun day.

 

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“Customer Service for Independent Hotels or Bed & Breakfasts” Studies

 

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