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Topic - Management

Employee Engagement
Young plant in hands showing concept of environment and growth

Transforming Employee Engagement in the Hospitality Industry

In the hospitality industry, traditional metrics like revenue performance and guest satisfaction have long been the go-to indicators for assessing a hotel's business health. However, as businesses increasingly acknowledge the vital role of talent in achieving success, talent retention has emerged as a paramount concern, which we explore in this excerpt from the HSMAI Foundation Special Report: The State of Hotel Sales, Marketing, and Revenue Optimization Talent 2023-2024.

Employee Engagement
Source HSMAI

Rethinking Employee Engagement in 2024

The HSMAI Contact Center SIG recently gathered and discussed best practices, challenges, and ideas for measuring and improving staff engagement. We all agreed that employee engagement is crucial for the success of our business and our colleagues' well-being. Our conversation emphasized the importance of listening to staff, creating a culture of trust and collaboration, providing feedback and growth opportunities, and having fun. Please read on for our top six takeaways.

Diversity And Inclusion
A mural - Unsplash

How to Manage Cultural Diversity in Hospitality - A Quick Guide

Globalization, increasing freedom of movement between countries, and the growing interdependence of national economies have boosted cultural diversity in many industries. Nowhere is this paradigm shift more evident than in hospitality. How to manage cultural diversity effectively in hospitality is crucial in light of these changes.

Toxic Workplaces
Anonymous woman hiding in thick smoke - Pexels

EHL Insights - Why Toxic Workplaces Struggle with Employee Turnover

In this short piece, we discuss the concepts of toxicity and toxic work environments and explain where they come from and their consequences. Reducing toxicity in the workplace may eventually turn out to be an important instrument in the toolkit for reducing turnover.

Guest Service Excellence
A hotel front desk employee - Source Doug Kennedy

How To Train Your Staff To Meet Luxury Service Standards Without Sounding Scripted And Insincere - By Doug Kennedy

Meeting these standards is important, and therefore it is essential that all staff are well-versed in the requirements. However, too many hotel leaders simply train their staff to memorize and execute these standards as if they were a script. As a result, guests may experience insincere conversations which feel disingenuous and inauthentic, ironically, working against the objectives of a service style that is genuine, bespoke, and authentic.

Workplace Culture
A Group of People Having a Meeting in the Office - Pexels

Why Shameless Self-promotion Backfires at Work

Tooting your own horn at work is important, but including others in your symphony of accomplishments will make you more likeable, according to new research from Wharton’s Maurice Schweitzer.