Although management has the utmost influence on the overall direction of a lodging operation, as is true with any business, it has been said by many industry practitioners and veterans, as well as by academics and researchers, that employees have the most immediate influence on the viability of a hotel.  This has become an especially evident issue in light of the global economic downturn, the changing dynamics of distribution, and the evolution of guest profiles and expectations. This assertion regarding employee influence on hotel performance has been proven many times over, and continues to have a great deal of merit, because of the fact that employees interact with guests more often than do managers; and, employees are directly

Training & Support Products & Services For the Hospitality Industry

The challenge for management, then, is in ensuring that both front and back-of-the-house employees are motivated to regularly perform at an established standard; and, to remain with the property for an extended period of time.  Creating this motivational state is a key element of success, particularly because of its impact on building consistency in guest experiences.  One of the most critical factors that management must integrate into their employee development initiative is a quality that is talked about constantly, and it�s that of leadership.

Leadership Factors

Employee behavior is quite often a reflection of the guidance they receive from their superiors.  The premise underlying this assertion is that if managers are unmotivated, employees will be unmotivated.  If we assume this to be true, then it becomes important to recognize that managers must establish a motivational atmosphere by setting a positive example through the utilization of good leadership practices.  It seems that virtually every businessperson in existence has been exposed to this concept, but the question becomes: How many managers have actually embraced the idea and have developed positive leadership habits?

In order to be good motivators, there�s no doubt that managers must be good leaders.  Leadership practices that constructively influence employee motivations involve several activities, however, three of the most easily implemented are:

• Make others feel important.  Managers that are good leaders recognize and acknowledge the contribution that employees make to the operation; and, express appreciation for the worth they add.  Employees that feel they are a valued and integral part of the organization are likely to remain with the property for extended periods of time.

• Treat employees fairly and equitably.  Managers that establish a high regard for the integrity of employees, and who incorporate the principle of the �Golden Rule� into employee dealings will set the stage for creating an atmosphere of congeniality and mutual respect.  Employees that perceive that they are dealt with fairly are less likely to seek other employment opportunities.

• Be visible on the front lines.  Managers that get out of their offices and move from behind the scenes make themselves accessible where the action is.  Managers that go so far as to get involved in or participate with employees in the performance of their jobs communicate a strong humanization message.  Employees that believe their managers will lend support and reinforcement during challenging times are more likely to remain with the organization for the long term.

Michael Hampton, Ed.D. Is a professional speaker and serves as Chief Executive Officer of HSA International, a global provider of training, educational and consulting services for the hospitality industry.  Additional information on this topic is available by contacting him via e-mail at [email protected] or via telephone at (954) 432-7301.