How soon after joining do your hotel staff have to face guests? The first few weeks in any job will determine whether a person will want to stay with you.
People like (and need) to know what’s expected of them. So when people start with you a thorough induction is absolutely key, and a good induction will help make effective & loyal staff.
So within that induction, what are the types of things they need to know?
They certainly do need to know all of the standards around their job. But there are other things as well. Yes, they need to know what their job is, yes, they need to know about their holiday entitlement, about their pay, where they can leave their belongings, health, safety and hygiene procedures; all of those things are very important. But look a little bit beyond that.
Think about your own values and philosophy. What is the type of experience you want your guest to have when they stay with you? And communicate that to your staff.
A part of the induction might be “This is the way we do things around here….”. And sometimes that might come better from a fellow employee, a sort of buddy, rather than necessarily always coming from you. However if you are going to do that, make sure that the person they are buddied up with knows the standards, knows the expectations, and knows what you want from them.
Where does their job fit into the bigger picture? Where does their role fit in with everybody else’s? What does everybody else do? What are all the other services and facilities that you provide? Staff can’t upsell if they don’t know what you offer.
So if, for example, they are on reception they need to know what a bedroom looks like, what is the distinction between a superior room and a standard room. They need to know about the menu offer. Equally if they are in the kitchen let them know what goes on front of house as well. Give them an opportunity to go into the restaurant, to see a room, and if you have other leisure facilities, let all your staff get a feel for them and just experience them. Okay, they are not all going to be selling these things all of the time, but they need to have an idea of the bigger picture and what your guests will be experiencing.
Good induction will help make effective & loyal staff.
So for the next person you take on, don’t waste your recruitment effort & costs by poor induction. Increase the likelihood that they will want to stay, and become an effective and loyal employee, by giving them a thorough induction.
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