Operations
 
Operations
07 DECEMBER 2018 6:50 AM

Hotel teams thrive when managers set clear expectations, provide opportunities for skill development and advancement, and show they care for employees and their families and communities.

Empower employees
“The single most important job I can do as regional vice president and GM is provide our team with the tools they need to do their jobs. … Engaged, passionate employees are the best asset to any thriving organization. Keeping them motivated and inspired is key to continuing to fuel that energy. Creating an environment where they nimbly adapt to change, whether that be technology or changing needs of our guests, is the secret sauce to a dynamic environment filled with creativity, collaboration and partnership.”
--Yvette Thomas-Henry
Regional VP and GM, Four Seasons Hotel Atlanta

Go green
“Hotel Xcaret Mexico (shown above) takes measures in its day-to-day operations to reduce its carbon footprint, be energy-efficient, use water responsibly and adequately manage waste. For example: We drastically reduced single-use plastic waste by using straws made of avocado pit and serving only purified water in reusable glass bottles. The hotel contributes to endangered species conservation programs and composts organic waste … but mostly, we aim to make a difference by implementing programs that support vulnerable communities. For example, lamps in every room are made by inmates of a nearby prison, which is part of an educational program funded by the hotel; stained-glass decoration are made by indigenous communities in Oaxaca and Chiapas; and wicker baskets given to guests at turndown service are handmade by artisans in a community development program in Campeche.”
--Marcos Constandse
President, Destino Xcaret; CEO, Experiencias Xcaret

Recognize housekeeping and maintenance
“One of our best practices is a special recognition program for our housekeeping and maintenance staffs. Performance grading in each case is based on earning points for meeting revenue goals, as well as input from guest satisfaction scores. … A best practice like this reinforces our organizational culture of ‘people serving people’ while sustaining the message that we appreciate the efforts that each individual makes toward our reputation and bottom-line results.”
--Mark Ricketts
President and COO, McNeill Hotel Company

Happy employees = good operations
“Put your employees first. When you treat your team like royalty, customer service will soar and so will profits. We create opportunities for our staff to reach their professional milestones. Ours is an employee-first approach, including excellent pay and benefits, positive management and additional perks such as free meals during their work day and discounts or free stays at hotels throughout the world. By treating employees in an exemplary fashion, they will become exemplary and your success will follow.”
--Sunny Tolani
CEO, the Prince Organization

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