More than anything else, your staff sets the tone for the guest experience.  How you manage the staff experience, then, is the key to an exceptional guest experience.

Some of the best tools for managing the staff experience are free.  Everyone wants to know that who they are and what they do matter.  Become an encourager.  Greet your staff by name every day.  When a VIP visits the site, introduce them by name and point out something they do well.  Thank them, sincerely and specifically.  Sure, it’s their job, but thank them for doing it well, for smiling, for helping someone, for turning on time, for caring.  Thanking them specifically encourages the action, as well as the person.

What is not growing is dead.

The best staff is a growing staff.  A recent Hay Group study indicates the most important contributors to employee satisfaction are learning new skills coupled with company interest in their personal growth.  Take the time to provide individual coaching and demonstrations.  Invest in meaningful training.  Validate personal potential and mutually outline a realistic career path that gives purpose to the training.  All MasterCorp housekeeping managers receive on-campus training at MasterCorp University, online courses throughout the year, and onsite coaching by management and customer service specialists.  The result has been higher retention and improved performance.

“I started as an office manager in 2000. MasterCorp quickly recognized my potential and provided me with all the training and support I needed to succeed. The continuous training they provide onsite and at corporate helped my growth as a manager keep pace with the growth of my resort. As soon as the work is being done the right way, doors begin to open at MasterCorp.  Now I am the Director of Housekeeping Experience at a prestigious resort with the economic stability and quality of life I had always wished for my family.”

– Imelda