Things can change so fast and you have to be able to roll with the punches.


If you have been a follower of the Keystone HDC or the Hospitality Property School podcasts, you might have noticed that we didn’t have a post or a podcast last week.


I am responsible for those aspects of the company and I had a medical situation arise that put me into the hospital. I have since been released but ordered to make my health a priority. I have been ordered to take it easy for at least the next month and limit my work activities.


This is a little ironic since, in our last episode, I talked about my journey to get to this point in my life. 


Now I’m not worried about leaving you high and dry. We have a mass amount of information available on the website, and in past episodes of the Hospitality Property School podcasts and if you are searching for answers to a hospitality property question, you’ll probably be able to find it.


With this in mind, for the next month, we will be posting encores of some of our most popular episodes.


We have also decided to look at this unforeseen break as a chance to step back and revisit the best opportunities we can offer you and how to deliver them. I will tell you more about this down the road.


I am very fortunate to be in a country that makes their medical system a high priority and have an amazing and supportive team around me, so I know the next part of my journey is going to be positive.


Now, I also know my situation is far from unique and would be interested to hear how you have been able to deal with unforeseen medical issues in your own business. Drop me a note and let me know.


In the meantime, I hope you enjoy this fitting encore episode of


“How to Design a Wonderful Employee Experience”


Talk to you soon.



Most prosperous hospitality properties, hotels to bed & breakfast, are successful because they offer their employees a wonderful experience.

Welcome to another edition of Hospitality Property School.

Today, I am going to look at “How to Offer Your Employees a Wonderful Experience”.


Kimpton Hotels & Restaurants, Hilton, Hyatt, and Marriott International have all listed in the top 50 best hospitality companies to work. Many employees have said they are dream places to work.


Why do so many people want to work there?


  • Is it because of the high wages?


  • Opportunity for career advancement?


  • A great business philosophy?


The reason expressed by most employees is the experience. It is a pleasure to work there because it like a second home and they feel like they have an opportunity to grow. They don’t feel like employees but instead a part of a movement.


In a recent study, 83% of Human Resource leaders said that they believe the employee experience was a decisive segment of their businesses success.


All over the world, successful companies already know that making the employee’s voyage enjoyable pays its way. Opportunities for skill development, meaningful work, benefits, and a healthy business culture empower employees and have a positive impact on business results.


Three ways you can design a wonderful employee experience include:

1.     The workplace environment

Everyone is different. So, that means, when possible ask your employees where and how they prefer to work.


What helps them to concentrate on a task?


What distracts them?


If you don’t have an opportunity to organize different spaces for employees, give them the option to share what works best for them. The employees’ well-being is key to business productivity.

A venomous workplace will neither increase retention or engagement.



  1. Your business culture

If your employees are drained and lack energy, always walk around feeling like there’s something wrong, habitually show up late and watch the clock waiting for the workday to end, they might be on the verge of burnout.


If that is the case, what can you expect? Everyone needs a sense of purpose; they need to know that their work is valued and that they can work with supervisors who are on the same page as them.



  1. Technology and the proper tools

Modern technology is an effective way to assist workflow. Having the most up to date and appropriate equipment and tools can boost employees’ productivity.


Moreover, the right training for the use of these tools is key.



What do you need to do?


  1. Be a worthy tutor

Offer precise, constructive feedback, balancing the positive and negative.


Have regular one-on-ones get together, sharing solutions to problems personalized to the employee’s strengths.



  1. Embolden your employees & don’t micro-manage

Give your employees stretch assignments which will challenge them by placing them into uncomfortable situations in order to learn and grow.


Balance giving freedom to your employees while still being available to guide them.



  1. Convey interest in employees’ success and well-being

Get to know your employees as people, with outside lives.


Make new employees feel welcome, and procedures in place for them to meet their new colleagues.



  1. Be productive and results- leaning

Focus on what you want your employees to attain and how they can help accomplish it.


Help the employees prioritize work, and make decisions to remove roadblocks.



  1. Communicate and listen to your employees

Communication is not a one-way situation, it has to be two-way: both listen & share.


Hold full meetings and be specific about the company’s goals.


Inspire open conversation and listen to the questions and concerns of your employees.



  1. Support your employees with career development



  1. Have a clear vision and strategy for the team

Even when things go crazy, keep your employees focused on goals & strategy.


Involve your employees in setting and evolving your business’s vision, goals, and progress.



  1. Have the skills necessary to operate your property, so you can help advise your employees

Be willing to roll up sleeves and work side-by-side with your employees, when required.


Understand the exact challenges of the work



In conclusion

Your employees need to know they are part of the team if you want them to invest in your success.


For this to work, you are going to have to consider the workplace environment, your business culture and providing the technology and tools for them to do their jobs.


If you have any stories about at “How to Offer Your Employees a Wonderful Experience” and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.


So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.







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