The hospitality industry is not only built on the concept of quality service, but also the people who make it possible. Hiring the right team for your hotel is not just about filling vacancies; it’s about finding people who will deliver exceptional experiences to your guests. And once you’ve found them, training them to exceed expectations is paramount. In this article, we discuss the best practices for hiring and training hotel staff.
Hire For Attitude Over Skills
The first thing to remember is to prioritise attitude over skills during the hiring process. A study in 2022 stated that in the hospitality sector, employees’ attitudes significantly impact customer satisfaction more than their technical skills. That’s not to say skills aren’t important. Rather, it highlights that skills can be taught more easily than trying to change a person’s attitude.
The bottom line is, while a well-rounded applicant is ideal, when you need to choose, favour the one with a positive, service-minded attitude. That’s the kind of person who will bring smiles to your guests’ faces, even in challenging situations.
Develop a Comprehensive Job Description
Your job description is not just a list of tasks. It’s your first opportunity to attract the right candidates and set clear expectations. Make sure the job description includes details about your hotel’s culture and mission. This way, potential employees can determine if they are a good fit for your establishment.
Use a Structured Interview Process
An unstructured, casual interview may seem more comfortable, but it’s not necessarily effective in assessing a candidate’s fit for the role. Instead, use a structured interview process where you ask all candidates the same questions, giving you a more objective comparison.
In 2023, a study demonstrated the effectiveness of structured interviews in reducing bias and enhancing selection decisions’ validity in hospitality settings. By sticking to the same set of questions, you can avoid unconscious biases and make fairer hiring decisions.
Onboarding and Orientation
Once you’ve made a hire, a comprehensive onboarding process is crucial. This is when your new hires learn about the hotel’s policies, culture, and their role in the team. It’s essential not to rush this process. Provide them with all the resources they need to get acquainted with their responsibilities and the hotel’s operations.
Continuous Training
The hospitality industry is ever-changing. Therefore, continuous training is key. New hires should receive comprehensive initial training. However, don’t stop there. Provide regular training sessions to keep your staff updated with the latest best practices in the industry. These sessions can be a mix of hands-on, e-learning, or classroom training, depending on what suits your hotel best.
Regular Evaluation and Feedback
Evaluation and feedback are integral parts of the training process. They help identify strengths and areas for improvement. It’s important to offer constructive criticism and also to listen to the staff’s feedback about the training. This is not a one-way street; it’s a dialogue that helps the entire team grow together.
Promote from Within
Recognize and reward exceptional employees by providing opportunities for advancement within your hotel. Promoting from within can motivate employees, improve morale, and inspire loyalty.
In conclusion, hiring and training hotel staff is a meticulous and continuous process. It goes far beyond merely filling a vacancy; it involves careful selection based on attitude, crafting comprehensive and ongoing training programs, facilitating regular feedback, and giving recognition where it’s due. These best practices are key to building a hotel team that doesn’t just tick boxes but also is genuinely committed to delivering the best possible guest experience.
Additionally, it’s important to note that each hotel has its unique character, values, and needs. As such, these practices should be viewed as a general guide, a flexible framework rather than a rigid formula. Managers should feel empowered to adapt these best practices, tailoring them to align with their hotel’s specific requirements and circumstances. By adopting such an approach, hotels can create a welcoming environment for both their staff and their guests, ultimately fostering a culture of excellence that stands the test of time.
Note: While this guide serves as a general roadmap, it’s essential to understand that every hotel is unique. Therefore, these practices should be adapted and tailored to suit your hotel’s specific needs and circumstances.
