Customer satisfaction as a whole is not usually determined by the performance of one specific department; any comprehensive plan put in place to improve customer satisfaction needs to encompass all employees at all levels of a business. In order to create effective inclusion across hotel teams, managers must understand the importance of two factors: transparency and clarity.
If leaders are not transparent about the problems facing the company and each department, not only will these problems not get solved, they may worsen because of a lack of trust in the team leader and a lack of efficiency in problem-solving. Transparency brings teams closer together, enables different employees to work to their strengths, and enables the trust needed to achieve a higher performance level.
On a TINYpulse employee engagement survey, 1 in 5 responses noted that when a team does not consider employee suggestions for problem solving, it puts the company at an “innovation disadvantage”. In simpler terms, multiple heads are better than one. Transparency about the problems facing the team is necessary to understand how to find an effective solution.
If transparency is the way to establish trust, then clarity is the way to establish expectations. Businesses can run into two problems related to clarity, or a lack thereof: confusion about individual expectations, or confusion about how they fit into the company’s mission.
It’s important that employees know how their individual performance affects the company as much as the company’s overall performance can affect them.
70% of employees say they are equally engaged when senior leadership continually updates and communicates strategy as they are when they have a clear individual understanding of how their job contributes to strategy. A lack of clarity concerning expectations can lead to a lack of focus on high-priority tasks and general underperformance.
When the tasks and expectations of a role are clearly defined and consistently communicated by the manager and the hotel, employee engagement increases. This can have an effect on overall revenue in more ways than one. Organizations with high turnover, like hotels, can see up to 25% lower turnover rates if their employees are highly engaged. Not only that, but they have a 12% higher rate of customer engagement/loyalty than their low-engagement counterparts.
Employees who are engaged, enthusiastic about their jobs and committed to improving customer experiences are the best ammunition against detractors, so it is key to give them the information and the tools to effectively stay focused on increased customer satisfaction. Within a large environment like a hotel, it can be difficult to communicate effectively even between managers and their teams, so a system that ensures expectations are clearly communicated is invaluable.