Tired of high staff turnover and mediocre service dragging down your hotel’s reputation?In today’s competitive hospitality landscape, particularly in vibrant tourist destinations like Lagos and Abuja, simply hiring good staff isn’t enough. Continuous, innovative training is the key to unlocking their full potential and ultimately, boosting your hotel’s profitability. Forget the standard ‘customer service 101’ workshops. We’re diving into the unconventional strategies that are giving Nigerian hotels a competitive edge.
First, **Embrace Reverse Mentoring**. Instead of just senior staff training junior employees, pair them in reverse! Younger staff, often digital natives, can train older colleagues on the latest social media trends, online booking systems, and guest communication platforms. This not only bridges the tech gap but also fosters a culture of mutual respect and continuous learning. Imagine a veteran concierge learning TikTok strategies for promoting local experiences from a Gen Z intern. This can increase engagement and revenue.
Second, **Gamify Training**. Traditional training can be boring. Turn it into a game! Use points, badges, and leaderboards to incentivize staff participation and knowledge retention. Create scenarios based on real guest interactions and award points for problem-solving skills and exceptional service. Platforms like Kahoot! and TalentLMS can be easily adapted for hospitality training. This method also increases staff retention rates and general happiness.
Third, **Invest in Emotional Intelligence (EQ) Training**. Technical skills are important, but EQ is crucial for delivering exceptional guest experiences. Train your staff on empathy, active listening, and conflict resolution. Guest feedback, both positive and negative, can be used as case studies to analyze emotional responses and improve future interactions. This approach is especially relevant in the Nigerian context where strong interpersonal relationships and a welcoming attitude are highly valued. For example, a guest complaining about a delayed flight needs empathy, not just information. This builds loyalty and encourages positive reviews.
Fourth, **Cross-Departmental Shadowing**. Break down silos and encourage collaboration by having staff from different departments shadow each other for a day or two. A front desk employee shadowing a chef, or a housekeeper shadowing a bartender, gains a better understanding of the overall operation and the challenges faced by their colleagues. This fosters empathy, improves communication, and promotes a team-oriented environment. This collaborative spirit is especially vital in West African hospitality, where a collective approach often leads to better results. Click the link below to subscribe to our blog for more informative tips and information like these. http://hotelsandplacesng.com/subscribe
