|July 1998 - While most managers understand
how great guest service begins at the top,
not all can "walk the talk," That's where Kirby D. Payne,
CHA, comes in. He gives a superb demonstration that can be
copied anywhere in the world. Payne is President of the Minneapolis
based American Hospitality
Management Company, a hotel investment, management,
and consulting firm, and provides managers with a menu
of tips they can choose from to produce happy employees
who is turn produce happy guests.
"People need and want acceptance, approval, and
recognition," says Payne. The most important actions
you can take to respond to those needs are communicate, communicate, communicate,
recognize, recognize, recognize, thank, thank, and thank." After
that, Payne recommends developing ongoing weekly or monthly programs
that will keep employees connected to you emotionally, create excitement,
and make your business unique compared to your nearby competitors.
Here are just ten ideas Payne offers to reap the rewards of satisfied employees.
At American Hospitality Management hotels, Professional Certification through the Educational Institute of the American Hotel & Motel Association is required within the first 120 days for all line-level employees and supervisors. Department heads and general managers are also required to pursue certification within appropriate time periods.
"Don't underestimate the power of developing your
staff," Payne advises. "Investing in staff in various ways,
especially with certification at every level, goes a long way toward helping
retention. And improving the employee retention problem will
go a long way towards solving the recruiting problem." Payne recommends
certification because it creates the framework for each
"Certification creates a level playing field" says Payne, "especially when a company operates hotels of various brands. And it provides a new starting point for ongoing professional and leadership growth. If anyone is serious about the hospitality industry and committed to a career in it, certification is a must."
|EI-AH&MA / Ready-to-lead seminars from the Educational Institute / June 1998|
|EI Introduces Accredited Certification Instructor Program / May 1998|
|EI-AH&MA / KPMG Study Finds Hotel Industry Turnover Rates Continue to Climb / May 1998|