Articles on the topic

Elena Lysenkova, Director General of Hospitality In.Comm, Moscow

• For which age groups are oriented in the establishment of a hotel staff motivation system
• Why don't you put staff in hotels where they work?
• What best performance indicators should be set for staff
• What is a system of corporate tariffs used in a large hotel network
• Five secrets of motivation from the best hotel in Germany

The following rules will help the Director-General to correctly build staff motivation system Hotels.

There is a slogan in one hotel network: " Ladies and gentlemen serve the ladies and the Lords " . This wording is the most complete reflection of the mission of any hotel business: your staff are as guests as your clients (see also the Secrets for the motivation of staff of one of the best hotels in Europe).

The hotel business is a human factor, so it's not enough to just write a mission on the wall and ask the staff to learn it. In order for the mission to work effectively, the hotel ' s leadership must follow it personally on a daily basis, especially with regard to its staff.

1. Join the guest people.

At first glance, the notions of “hosty business” and “hospital hospitality” are similar, but in fact they are fundamentally different. One needs commercial skills, and one for the other is vocation. For example, when we audit the activities of old hotels, the most important thing is to determine not only professionalism but also the hospitality of staff.

In order to determine the level of hospitality, we use special tests and individual interviews (they are the responsibility of the HR manager) that give a total and a general picture. If the staff member doesn't have a sense of hospitality, it's impossible to teach him that. Therefore, it is often much easier to educate all people about the work of a person outside the hotel industry, a person who can see the needs of others and, above all, wants to help them. It is not by chance that the best hotels are unique to their staff, who can predict the smallest wishes of the customers, not just to follow the standards. Material motivation, unlike intangibles, does not achieve such a result.

2. Focus on intangible motivation.

The average salary of private staff in hotel and restaurant businesses is very low and varies between 14 and 35,000 roubles (depending on the job). Intangible motivation therefore plays a key role here.