Increased competition in the hotel industry has made improving the quality of services provided one of the most important factors in maintaining hotels’ competitive advantage. Services provided in the hospitality industry are intangible, non-standardised and perishable. Due to these service characteristics, service quality assessment is primarily subjective and depends largely on the degree of customer appreciation. On the other hand, the tangible element (for example, facilities) of the service offering in the hotel industry is highly standardised. For all these reasons, the services delivered by employees are part of the product that is usually difficult to standardise, while also being what makes the difference. Therefore, human resources policies, practices aimed at achieving motivation, and the provision of appropriate employee incentives are important in creating an environment that promotes customer-oriented behaviour. We must also remember that the hotel business probably has one of the highest employee turnover rates of any industry. Therefore, having programmes and strategies to keep ourselves and our staff motivated is essential, not only to prevent turnover or increase service levels, but also to protect our main intangible asset. Here are some things I have learned to be truly effective when it comes to keeping our hotel teams enthusiastic and full of energy.

• Make Every Day a Learning Experience

  One of the main reasons many hotel employees resign is because they feel stuck, because they are not growing or evolving in their roles. They feel bored and discouraged; it is only a matter of time before they eventually become resentful of their jobs.

This is why it is extremely important to “turn our hotels into classrooms” and provide learning opportunities every day. This can be done through a teaching-oriented attitude, by providing training, or by involving the team in conferences and workshops.

They say that staff do not leave bad companies; they leave bad managers. Share on X

• Talk to Them About Career Growth

  One of the best ways to keep your hotel employees motivated is to make them feel that their hard work will advance their careers.

During your regular follow-up sessions, talk to them about their career path and what is in it for them, what it would take to earn a promotion, and how they can thrive financially, personally and professionally if they stay and work hard at your hotel.

• Incentivise, Incentivise, Incentivise!

  If you are an employee, why would you feel motivated to perform well at work if you receive the same as colleagues who do not perform well, right? Therefore, it is extremely important to praise and reward those who are performing well, both to keep them motivated and to inspire those who are not doing as well to improve.

You can show your appreciation for deserving hotel staff in many ways, such as a day off, a spa gift card, taking them out for lunch or dinner, or even a genuine pat on the back. Through incentives, you are tapping into your employees’ natural competitiveness to earn those rewards. Just make sure that the competition remains healthy and productive.

• Build a Team

  It is not only important for employees to like their jobs in order to stay motivated; they also need to like the people they work with.

It is important to encourage teamwork and a culture of mutual respect among your hotel staff. Here, everything depends on your ability to generate empathy and connection with the team. Show them why you are in that position. Teamwork is very important among our hotel employees if you want them to come to work each day with renewed enthusiasm. The pressure our hotel staff face every day can be daunting and demoralising. Today more than ever, it is important to motivate our employees, keep their spirits up and inspire them to keep working.

• Prepare Your Team for the Challenge

If your hotel staff feel like lambs being led to the slaughter, you will not be able to gain employee support. Hotel employees must be trained to handle the situations and pressures of their daily duties. Since the hospitality industry operates through person-to-person interaction, everyone needs to remain courteous, polite and well-mannered at every point in their work. To do so, they must feel supported and reassured so they can take on responsibilities with confidence.

• Remember, It Is Simply Human Interaction, Not Rocket Science

The hotel industry is neat and clean, where presentation, attitude and accessibility can open many doors, as well as earn the team’s appreciation and their loyalty to you.