THE RACE TO THE TOP CHATA Membership Meeting February 24, 2015 Daniël S. Corsen
Aug 07, 2015
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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