We all have attributes we look for in great employees. I look at the characteristics I try to define myself by as well as the characteristics of great people I’ve worked with in the past. After much thought; I’ve arrived at my top three:
So important when it comes to everything in life, but when it comes to the hotel industry you need reliable people around you. A lot of this has to do with the fact that hotels (for the most part) never close. Hotels do a great job of maximizing the potential of each individual, therefore when one does not pull their weight the whole operation feels it. Then you have the individuals who call off at every opportunity. Call offs suck. No need to sugarcoat it, because everyone reading this knows it. They hurt morale and cost money. Individuals who abuse attendance policies at the expense of their teams are cancer to an operation and should be cut out.
I’ve written about the importance of this in an earlier post, which goes to show how important I believe this attribute is in a person. To adapt to an environment is one thing, but to adapt to situations is another. One of the things I love most about this industry is the spontaneity of each day. Every guest and every situation is unique; therefore each situation needs to be approached differently. The biggest challenge with customer service is that most decisions need to be made in the moment to ensure satisfaction. Those who are great at this are those who can adapt to these situations, feel comfortable and deliver a confident response all while actively listening to the concern at hand.
Ever work with someone you did not feel comfortable speaking to? A supervisor or even a subordinate? It makes for a tense work environment, which resonates throughout the whole operation. Approachability is so important because it goes hand in hand with effective communication. In the hospitality industry you need someone who is approachable from an employee and guest perspective. Associates should always feel comfortable coming to you with a question or concern just as your guests would come to them.
I’m curious as to what attributes my fellow hoteliers look for? What questions do you ask to determine them?