It's surely not an easy fly-by-night thing to become an award winning hotel. But by following the tips below, some extra dedication, passion and goals... it's possible.
First, and foremost, check your attitude. The attitude you have towards your job is going to be reflected in your team. A great leader has a positive attitude, is consistent with direction and knows how to motivate their team. You need to be able to roll up your sleeves when needed, provide training and feedback, and celebrate successes. There is always a great leader running an award winning hotel. As a manager you need to see yourself as your teams' "Coach, Cheerleader, and Nourisher of Champions." (Thank my dad for that line.)
Vital to success. You do not need employees that are just there for a paycheck. You need to instill an environment that has "team members" that have the same goals as you. That strive to be the best at what the do. That take pride in their work. And most importantly... feel respected and appreciated. So from time to time, take the time out to evaluate your team. Some may need training, some may need motivation, and some may need to simply find another job that suits them. I can't tell you how many times I have actually helped an employee find a new job that suits them better. Let's face it, hotels are not for everyone. Personally, I think you either love it or hate it.
Training & Tools
Is your team fully trained for their role? Do they have a perfect understanding of their job functions and the tools needed to perform them? Check on each of these for every single team member you have. You may be surprised of the responses.
Team Member Feedback
Tell your team about the awards you want to "earn". ("Winning" an award is definitely earned.) Get your team involved. What are their thoughts of how you can get there and what they feel is necessary to achieve it. Get the as involved and invested as possible.
Set & Communicate Goals
Continually update, provide feedback, broadcast and celebrate successes! This is HUGE! You can not ever reach a goal unless your team is aware of what your goal is. Post your guest surveys, social media reviews, star reports, revenue numbers, inspection scores, etc. weekly at minimum.
Talk to your regular guests. Share your goals with them. People love to give their opinions, actually use it to your advantage. Carefully review all social media and survey comments and look for trends you can easily address.
Ask for Help
There is no shame in having to ask for help to achieve a goal. This goes for professionally and personally. Speak to your bosses, brand managers, corporate office, social media groups, and other managers for tips and ideas on how to achieve your award winning status. Look up past winners of the said award and contact them for help. Or even goes as far as asking to shadow them for a few hours if possible. Talk to their team members as well! It takes a team to achieve in this business; what drives their success?
Lastly, don't take your eye off the ball... there are still going to be rough days, bad surveys and setbacks. Don't let it get you down! Look at every hiccup as either an opportunity to make someone a loyal customer or simply a training example.
Being the recipient of many global awards, I can tell you that the best part is celebrating it with your team! Be sure to have a big party! I'll be waiting for the invite!
Schedule your our personalized training today! www.nextgenhospitality.us
Lindsay has been leading the hospitality industry for 20+ years. She has worked in hotels ranging from full service to limited service to extended stay; and has held positions that include General Manager, Revenue Manager, Corporate Human Resources, Controller and more. Her passion is SERVICE and it shows! Her enthusiasm and energy is contagious!