July is filled with training classes and seminars, it keeps one busy. There is always something new that comes from them. Each property has its own culture and the training becomes specific to the property. Most of the sessions are around customer service and employee loyalty. It is difficult to keep good people motivated and loyal to the properties in which they work. There seems to be a bond in some of the properties which are able to keep most of their employees, so I inquired at the sessions, since I see the same employees when I present the classes. Their responses were sincere – aside from the fact that they are treated well, they have formed a bond with the property. The property is their home, they care for it and it cares for them. They enjoy their guests, and their guests know it. That is why they say "this is what we do best".
The Process of Building a Bond
I inquired how this special bond came about. It just happened, one day we all realized that this property was our home, we cared for our guests, and we have a keen desire to make them feel that they are in their own home. This is a medium property in San Jose CA where all of the actors, (that’s what they are called) know each other and they interact as a family, as opposed to hired employees. They look forward to the classes, so that they can pass on the new technology to the guests. There are housekeepers that tell me that their rooms belong to them, that it is their reputation riding when they are cleaned. I will tell you that the property has a 98% satisfaction rating on TripAdvisor. It's what they do best, and have fun doing it. Their social manager follows up visits on Facebook, Linkedin, and Twitter.
The Owner’s Take On It
Mr. Saldana (not his real name) has the highest regard for his people. He knows all of them by name as well as their families. He cares for them just like they care for the guest. The actors are on a profit sharing program, and are paid above the area scale. One thing I applaud him for is that he provides medical insurance for all of his personnel. Mr. Saldana is in the process of buying a second property, and will be looking for a property manager to take over. To grow the culture in the new property will be a challenge says Mr. Saldana.
Not all properties have this kind of bond, in fact I venture very few can claim this type of culture. Though my staff provide the training for this property, they can only take so much of the credit. The actors at this place are the ones that take the credit. They love what they do and have fun doing it.
So when you are reading this article, reflect on your own property. Can you claim this is what you do best? The culture is not limited to the actors only; the executive staff must be just as committed and have the same desire to serve the guest. It is written on the back wall "Customer service is what we do best." You could say that it is the mission statement of the hotel. The hotel is the stage and they all have their part, and all give Oscar nomination performances. For those that may inquire, training is what I do best. Well, off to the next property to see if it can garnish an Oscar performance.
About the Author
Alan Campbell has been in Las Vegas for over 30 years and has worked for the major strip hotels. He has spent some time in California, Los Angeles where he worked for the Radisson and Sheraton hotels. Alan considers the hospitality industry the best job in the world – it is the only place that both king's and Paupers will visit you.
The Hotel Guy
