Groundbreaking Program Transforms Employee Engagement in Hospitality Sector

In the realm of hospitality, traditional performance metrics such as revenue and guest satisfaction have long been the primary indicators of a hotel's success. However, there has been a significant shift in focus towards talent retention, acknowledged as a critical factor in achieving sustainable success within the industry. This shift is explored in detail in the HSMAI Foundation Special Report: The State of Hotel Sales, Marketing, and Revenue Optimization Talent 2023-2024.

Historically, employee engagement in the hospitality sector was gauged through annual surveys, later evolving into more frequent pulse surveys. These surveys, while insightful, often proved cumbersome to administer and lacked the agility to address the dynamic needs of the workforce.

Employee engagement, now considered a mission-critical metric, has garnered the attention of senior leaders and boards of directors who recognize its impact on shareholder and commercial value. Engaged employees contribute discretionary effort, a valuable asset in the fiercely competitive hospitality sector. Consequently, the pursuit of engaged employees has become not just a choice but a competitive advantage, leading to rapid evolution in engagement strategies.

One such innovative approach is exemplified by the Empowered Program, introduced by The Stafford Collection, a member of Preferred Hotels & Resorts. This program represents a paradigm shift in how hotels engage with their workforce, emphasizing active listening, learning, and action based on anonymous employee feedback. The Empowered Program offers comprehensive solutions tailored to the hospitality industry, including survey templates, communication tools, a virtual suggestion box, and insightful dashboards.

At The Stafford Collection in London, the Empowered Program achieved remarkable success, boasting a 93% participation rate among employees. This high engagement translated into tangible actions, yielding improved retention rates and cost efficiencies within just 90 days. Notably, employees reported feeling valued, cared for, and heard, resulting in a more dedicated workforce.

Key actions resulting from the program implementation included the establishment of a confidential mental health support line, transitioning to outsourced catering solutions, optimizing food sourcing processes, and enhancing communication and collaboration among teams. These initiatives not only improved employee satisfaction but also fostered a more cohesive and collaborative workplace culture.

The success of the Empowered Program at The Stafford Collection prompted its adoption at a corporate level by Preferred Hotels & Resorts, indicating its potential to revolutionize employee engagement across the hospitality industry. As the sector continues to evolve, innovative programs like Empowered are poised to drive positive change and foster continuous improvement, ensuring that employees remain at the forefront of industry advancement.