For Hoteliers, Attracting Talented Workers Requires Clarity

With all of the change in the hospitality industry in the last two decades, it’s nice to know that certain things remain the same. Fluffy towels are still desirable, for example. Ample, clean washroom facilities remain important to guests. Most of the traditional tenants of good hospitality ring true, even if processes like booking and promotions are virtually unrecognizable to what they were in the 1990s and before.

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How well do you manage your most important assets?

There’s a lot of chatter these days about progressive work cultures. It’s easy to get lost in it. Should we be supplying our team with free organic smoothies every day? What about carwashes, guest speakers or massage therapy? Are we on the wrong side of history if our employees don’t spend half the day playing table tennis in Hawaiian shirts?

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Wisdom from the Front Desk

When I was a young receptionist at a 5 star hotel in the late 1970s, my colleague and I had a brilliant idea: Use Australian slang to spice up guest interactions. We called the women “luv” and the men “mate.” When someone asked to use the house phone, we offered the handset and told them to “ask the Sheila on the other end to help”.  Gulp!

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