Race to the Top: Why you should care about employee satisfaction

THE RACE TO THE TOPCHATA Membership Meeting February 24, 2015 Daniël S. Corsen

HIGH EMPLOYEE TURNOVER IN THE HOSPITALITY INDUSTRY

Employee turnover does more than reduce service quality and damage employee morale — it hits a hotel's pocketbook

BUT… WHY DO THEY LEAVE?

POOR SUPERVISION

UNPLEASANT WORKING

CONDITIONS

INADEQUATE PAY

LITTLE/NO RESPONSIBILITY

REPETITIVE WORK

NOW… WHY WOULD THEY STAY?

EFFECTIVE HUMAN RESOURCES POLICIES

PEOPLE = ASSETS

• Holds down labor cost by: •minimizing staffing levels •minimizing hourly wages

• Provides little training because it’s expensive and tasks are easy to carry out

• Employees are given little discretionin decision making

1 2• Invests considerable time in

the recruitment and selection process

• All new employees are given substantial training on products

• Employees are encouraged to be creative and offer ideas/suggestions

1

• High Employee Turnover • Customers are unsatisfied

because there’s no one available to help

2

• Low Employee Turnover • Satisfied Customer • Higher labor rates

PEOPLE = ASSETS

Employees CustomersSales & Profit

Growth

Internal ServiceQuality

EmployeeSatisfaction

Employee productivity

Employee retention External

Service Value

Customer Satisfaction

Customer Loyalty

Profitability

Revenue Growth

Workplace designJob designEmployee selection and developmentEmployee rewards and recognitionTools for serving customers

Service concept:results for customers

service designed and delivered tomeet targeted customers’ needs

retentionrepeat businessreferral

NOW… WHAT CAN I DO?

GAMIFY

TAKE THE WORK OUT OF WORK

OFFER DEVELOPMENT OPPORTUNITIES

FOSTER A WARM WORKPLACE

CELEBRATE SUCCES

- Doug Conant, CEO of Campbell’s Soup

“To win in the marketplace you must first win in the workplace.”

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