In our line of work, we meet people from the hotel industry a lot – Marketing Managers, Rooms Managers, Housekeeping staff, F&B staff… and while people in this industry are generally more exuberant, it is actually by no surprise that more often than not, they speak of their lethargy, unhappiness and lack of motivation too. And why is that so? Because only they are unsung heroes working hard behind the scenes. Their working hours are longer than usual, weekends and public holidays are always sacrificed; on the corporate side, promotions can be slow and remuneration is not very much better.

So what it takes to stay on is the sheer passion and love for the industry. But everyone gets worn out someday, somewhere. And can employers improve the situation for these staff, and up their happiness level to improve the overall productivity and sense of satisfaction?

Yes. They can. They sure can. Today, we look at five simple ways Hoteliers can refer to and reflect upon, to be better employers and to create a better workplace so as to keep your employees happy at work, and to attract more talents in to your property:

1. LISTEN TO YOUR EMPLOYEES

The first and most important point – listen. Always take the effort to interact with and listen to your staff. Human resource is your vital asset, and they are not just mere employees. They are the ones who front your property, who serve your guests, who host your medias, who feel and work your daily functions – both back end and frontline. And they are the ones who can tell you exactly just how your property is faring; guests would share their experiences with the operations staff, and media would respond to your marketing efforts.

Four Seasons Resorts Jimbaran Bali did just that, by speaking to their porters to find out peak periods where porters need extra hands on deck to fetch guests to different locations within their large compound. The hotel arranged for additional porters on duty during these peak periods so that each porter would not be pressurized to rush through their work and compromise on safety during chauffeuring guests, which made both employee and guest experiences much more pleasant.

Take time out to sit down with your staff, for it is a rewarding journey that you should embark on to suss out avenues to improve on and to better the property on a holistic level.

2. ALWAYS GIVE DUE RECOGNITION AND REWARDS

On top of being heard, your staff needs to feel belonged and recognised – Esteem and Self-actualisation, Maslow would call it. You do not want to have your staff feel like they are simply here on a job; you want them to know that they have careers with your property, you want them to understand that all of you are there to cross-pollinate and to grow together as one, because when the company prospers, the staff reaps benefits too.

Do not be stingy with praises. If a staff has done well, acknowledge his/her hard work and give them the due credits. If possible, a little monetary reward would be ideal. Remember that a smile and a praise can greatly touch lives and work wonders. When staff morale goes up, so does their productivity.

For example, the spa at Kayumanis Villa, Ubud implemented a Progressive Wage Model to map out a clear career ladder with fair wages for their staff based on productivity, skills and job responsibilities, ensuring staff feel duly recognised and rewarded at work.

3. ORGANISE REGULAR TEAM-BUILDING ACTIVITIES

To boost morale, to improve communications, to instil motivation and confidence, to learn about each other’s strengths and weaknesses and to strategise how to work together better… these are but a few to speak of. As long as they are fun and challenging, it will benefit one and all.

Channel a budget for team-building activities, for this investment goes a long way. Plan for day outs and retreats, or simple tea parties. Inculcate games and exercises in accordance to the objective. They can be done once a month, or once every quarter – whichever you are comfortable with.

4. IMPLEMENT A JOB ROTATION SYSTEM

We may love ice-cream, but eating it every day can be quite a bore too. Similarly, doing the same task five days a week can result in a lack of motivation and ultimate stifling of creativity.

Job rotation is a management technique that vastly boosts staffs’ morale and staff efficacy. So it is always good to allow your staff to maximise their potential by assigning them different roles or to change their designations once in a while.

Offering opportunities for job rotation can even attract talented workers to your organisation, just like how The Spa Artisan at the Fullerton Hotel attracted one of their spa consultants to work for them.

5. PROVIDE EMPLOYEES WITH MORE TRAININGS AND UPGRADING OPPORTUNITIES

Similarly, with opportunities to grow and to develop, the staff feels valued and important.

Sheraton Towers not only trained their staff to use 3 new technologies to increase productivity, which helped guests check in faster and receive their ironed clothes sooner, but this hotel was even able to give their staff a pay raise and let them go off earlier if they finished their jobs for the day.

Pairing training/upgrading with innovative tools and systems helps to make employees’ work become easier, smarter and safer. In turn you will win your staff over and make them more productive, loyal and engaged in their work – which translates to better profits numbers for you, of course.

Being a better employer is simply about learning to bring out the best in every worker and treating them better.

This message is part of a ladyironchef x Labour Movement project where we seek to share with you insights on the different initiatives by the Labour Movement to give workers in Singapore better jobs, better pay and better work-life balance.

Singapore always scores global rankings, but when it comes to service (and happiness level), it is safe to say that we are nowhere near the top.

Eating is Singapore’s national hobby, and it is not exaggerating to say that Singaporeans is obsessed with food. According to statistics, there were about 6,700 establishments, with total operating receipts of the food & beverage (F&B) services industry at S$7,836 million in 2012. There is no denying that the future of Singapore’s F&B industry is bright, and it will continue to grow at a dazzling speed to become a food mecca in Asia, if not the world. Yet, service in the local food & beverage industry leaves much to be desired. It is not unusual to know of complaints about poor service when dining out.

Service is something that involves three parties – workers, employers, and customers. It is definitely not a one-sided affair when it comes to providing good service; employers and customers contribute to the eco-system and have parts to play, too. Here are some pointers on what everyone can do to expect better service.

B E T T E R  E M P L O Y E R S

While it is true that it is extremely challenging to find the right employees – especially in the F&B industry where shortage of staff is a perpetual problem – it is the employers’ responsibility to equip their team of service staff with quality training, so as to ensure they are sent out to serve with substantial product knowledge and service etiquettes. After all, service staff are the always and forever the first point of contact and is the most impressionable – a consumer’s experience is very much dependent on their interaction with the service staff, and that very interaction is what makes or breaks an experience.

It is also important to remember that the customer is not always right – employers should value every worker, trust and protect their staff, because there will always be unreasonable customers who might expect the impossible from the service staff/ company. Service staff needs to feel respected and must not be subjected to threats and humiliation, and only this will cultivate a healthy mentality that they bring to work.

B E T T E R  W O R K E R S

So they say, “take pride in whatever you do.” This is a rule of thumb for all employees, because every job and position is essential. A cleaner and a CEO are equally important, and their efforts contribute to the companies in their respective ways. Feel proud of your designation, and give your best. Know that your sincerity and passion will go a long way.

Upgrade yourself regularly; go for courses and trainings for self-development; believe in yourself, because a healthy mentality really matters. It is your attitude that determines your altitude, especially so when you are in the frontline. Serve with your heart, and touch hearts with your positivity. Everyone has a part to play in this society.

B E T T E R  C U S T O M E R S

Expectation is the root of all problems, and sometimes, customers have unrealistic expectations and demands – this is something we all must accept.

After NTUC Chief Lim Swee Say’s May Day call for people to be better customers, there were differing opinions whether the onus should be on customers or service staff to be better first. While cash is king (to a certain extent) and we reserve rights to our purchases and experience, we must always remember to show mutual respect for fellow mankind because the old but gold saying goes, “kindness begets kindness”.

We can be forth about what we want, but there is almost always a limit for everything. Like, we cannot step in to a restaurant and expect a free meal just because the staff took a while to bring us our pizza. Neither should we raise our voices when we want something. It is quite a natural process that when we are courteous and polite, service staff will be happier to serve us and bring us the best they can.

This message is part of a ladyironchef x Labour Movement project where we seek to share with you insights on the different initiatives by the Labour Movement to give workers in Singapore better jobs, better pay and better work-life balance.