Tired of high staff turnover and mediocre service ratings? The answer might lie in empowering your team!In today’s competitive hospitality landscape, especially in Nigeria, your staff is your biggest asset. Simply paying salaries isn’t enough; you need to cultivate a sense of ownership and pride. Here are five secrets to empower your hotel staff and watch performance soar:
1. **Invest in Hyper-Localized Training:** Generic training modules often miss the mark. Tailor your programs to address specific cultural nuances and operational challenges unique to the Nigerian hospitality scene. Partner with local culinary schools like the Wavecrest College of Hospitality in Lagos for specialized food and beverage training. Focus on teaching staff how to anticipate guest needs, especially those of domestic tourists unfamiliar with international hotel standards. For example, train front desk staff to offer directions to popular local restaurants serving traditional dishes and the best times to visit local markets. This shows you value their cultural knowledge and creates a more personalised guest experience.
2. **Decentralize Decision-Making:** Empower staff to solve problems on the spot, within defined parameters. A guest complaining about their room temperature? Let the front desk agent offer a complimentary meal or an upgrade, rather than escalating to a manager. This not only resolves issues faster but also instills confidence in your team. Create a clear framework of authority and responsibility. Consider implementing a ‘Staff Suggestion Box’ for operational improvements; award and recognize the most impactful suggestions. Make sure you have proper feedback and appreciation procedures.
3. **Gamify Performance & Recognition:** Introduce friendly competition with rewards for exceeding targets. Think beyond monetary bonuses. Offer experiences like a weekend stay at a partner hotel in Calabar, a chef-led cooking class, or even movie tickets. Publicly recognize star performers in staff meetings and through internal communication channels. Celebrate individual and team accomplishments. Digital platforms like Kudos (a social recognition platform) can be valuable in fostering a culture of appreciation. Remember that the goal is to foster and encourage the team.
4. **Champion Career Development:** Demonstrate your commitment to staff growth by providing opportunities for advancement. Offer mentorship programs, sponsor certifications in areas like customer service and hotel management, and create clear career paths within the organization. Collaborate with local universities, such as the University of Lagos, to provide internship opportunities that can then lead to full-time employment. Staff are more likely to stay if they see a future with your hotel.
5. **Foster a Culture of Open Communication:** Create an environment where staff feel comfortable sharing feedback, concerns, and ideas. Conduct regular staff surveys (anonymously if necessary), host town hall meetings, and establish clear channels for reporting issues. Actively listen to your team’s concerns and take action to address them. Remember, happy staff leads to happy guests. It is very important to create a positive and comfortable environment.
By implementing these empowerment strategies, you can create a highly motivated, engaged, and productive workforce that drives guest satisfaction and profitability for your hotel. Click the link below to subscribe to our blog for more informative tips and information like these. http://hotelsandplacesng.com/subscribe
