5 Easy Ways to Reduce Turnover at the Front Desk
February 11, 2019 12:58pm
By Cathy Cook
With one of my main roles at KTN being to conduct front desk hospitality training worldwide, one issue that always seems to surface is turnover at the front desk. Turnover everywhere in the hotel staff is a major challenge in tight labor markets most hotels operate within, however it seems to especially be an issue at the front desk. Certainly, working at the front desk can be a stressful job as we are dealing with guests who are arriving after a long day of travel disruptions and frustrations and therefore prone to over-reaction to even the smallest challenges. Also, regardless of where any gap in service occurs during a guest’s stay, it is most often reported to the front desk associates.
Although much has changed in the 37 years since I started my career, working my way up from a front desk clerk to Front Office Manager at very large hotels, even with all of the new technology we are still a people business. Great hotel leaders all know that if we take care of our people, they will take care of our guests.
I spent my first 16 years at the front desk, most of it as a front desk supervisor and manager before moving on to corporate positions, and turnover was always an issue when I would first arrive. Yet by respecting my associates and treating them like family, I was able to forge strong relationships that kept my people loyal. Not only did they stay on board much longer, but many of them are still beloved personal friends to this day.
The key to reducing turnover starts at the top with you as a Front Office Manager. By following these 5 simple and easy suggestions I am confident you too can reduce turnover at your Front Desk as well as any other department at your property.
Probably every Front Office Manager I know would love to provide a hefty pay raise and more holidays off, but realistically that is never going to happen. By treating the front desk team more like family and engaging with them personally, you will be able to increase loyalty and reduce the desire for job-hopping.
Tags: cathy cook,
kennedy training network,
front desk training
M. Cathy Cook is the Executive Director of Training & Development for the Kennedy Training Network, Inc., a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Cathy also is heads up KTN’s Front Desk “Heart of Hospitality” Certification process. Email her directly at: email@example.com or visit www.kennedytrainingnetwork.con
Contact: Cathy Cook
Limited and Select Service Hotels: 5 Ways Your Front Desk Staff Can Increase Direct Bookings and Cut Distribution Costs
Doug Kennedy Announces Updates to Program for Front Desk Staff to Become "Certified in the Heart of Hospitality"
Carver World Temps Now Provides Recruiting With Placement for Clients to Hire
Condition Your Reservations Team so That When They Hear “Ring-Ring” They Think “Cha-Ching!”
At the Front Desk, Voice Inflection Can Change the Entire Meaning of What We Say
The Need for Big Data and Quantitative Skills Training In Hospitality
Train Your Front Desk Team on the "5 Pillars of Hospitality Excellence"
The Profession of Hospitality: Enough With Elites, Welcome Entrepreneurs!
What's Wrong With Your Hotel Website? Ask Your Call Center Team
KTN Announces an Innovative New Front Desk Hospitality Certification Program
How to Make Hotels More Human
Sleek, Fresh, and Improved = ProSolutions
Hospitality Requires Stepping Into “Character" Like an Actor on a Stage
How Video Tools and Screen Sharing Can Help Today’s Hotel Salespeople Stand Out
Want To Hear What Your Reservations Agents Are Saying Right Now To Callers?
Why I STILL Pick up Trash in Hotel Lobbies
Get Your Hotel Operations Team Onboard The Tricycle of Guest Service
6 Presentation Tips for Leaders Who Fear Speaking at Meetings or Conferences
The Staff Of Nizuc Resort Cancun Clearly Understands Where True Hospitality Starts - The Human Heart
Attention Hotel Corporations, This Is How You Will Lose A 25+ Year Contributor (or any valuable employee)
Please login or register to post a comment.
February 28, 2019 12:29pm
These are all great tips. I think most hospitality managers implement 3 of 5 already. In the end, I believe the author is asking managers to work on their soft skills to help retain employees. The problem is that employee loyalty does not exist. Many employees treat jobs like gigs - a new one every month. I recommend improving your soft skills, that won’t hurt. I also recommend something that has worked for me. Let every new employee know they will be evaluated at the end of their fifth shift. Slackers are set free right there and then. Let’s face it, you probably know which employees fit and which do not after the first day. It is a kindness for them, for your superstars, and for you to set them free the first week. The employee can find something they like, the superstar is relieved not to work with a slacker, and you didn’t just spend $2,000 more to finish their training.