Race to the Top: Why you should care about employee satisfaction
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Transcript of Race to the Top: Why you should care about employee satisfaction
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THE RACE TO THE TOPCHATA Membership Meeting February 24, 2015 Daniël S. Corsen
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HIGH EMPLOYEE TURNOVER IN THE HOSPITALITY INDUSTRY
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Employee turnover does more than reduce service quality and damage employee morale — it hits a hotel's pocketbook
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BUT… WHY DO THEY LEAVE?
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POOR SUPERVISION
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UNPLEASANT WORKING
CONDITIONS
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INADEQUATE PAY
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LITTLE/NO RESPONSIBILITY
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REPETITIVE WORK
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NOW… WHY WOULD THEY STAY?
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EFFECTIVE HUMAN RESOURCES POLICIES
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PEOPLE = ASSETS
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• Holds down labor cost by: •minimizing staffing levels •minimizing hourly wages
• Provides little training because it’s expensive and tasks are easy to carry out
• Employees are given little discretionin decision making
1 2• Invests considerable time in
the recruitment and selection process
• All new employees are given substantial training on products
• Employees are encouraged to be creative and offer ideas/suggestions
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1
• High Employee Turnover • Customers are unsatisfied
because there’s no one available to help
2
• Low Employee Turnover • Satisfied Customer • Higher labor rates
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PEOPLE = ASSETS
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Employees CustomersSales & Profit
Growth
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Internal ServiceQuality
EmployeeSatisfaction
Employee productivity
Employee retention External
Service Value
Customer Satisfaction
Customer Loyalty
Profitability
Revenue Growth
Workplace designJob designEmployee selection and developmentEmployee rewards and recognitionTools for serving customers
Service concept:results for customers
service designed and delivered tomeet targeted customers’ needs
retentionrepeat businessreferral
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NOW… WHAT CAN I DO?
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GAMIFY
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TAKE THE WORK OUT OF WORK
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OFFER DEVELOPMENT OPPORTUNITIES
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FOSTER A WARM WORKPLACE
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CELEBRATE SUCCES
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- Doug Conant, CEO of Campbell’s Soup
“To win in the marketplace you must first win in the workplace.”
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