Ten Reasons Why Small Hotel Employees Should Think Like An Owner - And How To Get Them Thinking That
By Jed Heller President, The Providence Group | October 28, 2008
Small hotel owners know that every bit of material waste, every unoccupied room, every inefficient process, and every negative guest experience has a direct impact on the bottom line. While some owners are involved in managing the hotel on a daily basis, others rely almost solely on their managers and employees to operate the hotels around the clock. In the owner's absence, it becomes incumbent upon the onsite manager and hotel employees to carry the ownership flag - you trust them to share your values, implement best practices, and conduct themselves in a manner that creates the best guest experience. Undoubtedly, your hotel employees play the most visible role in making or breaking a positive guest experience, and in turn, making or breaking your profitability.
In short, you need your employees to think like you do. Below, I've listed what I believe to be the 10 most important reasons why you want your employees to think like an owner, and a few tips on how to get them thinking that way.
1) Your employees make the difference, good or bad, from the hotel next door. Employees who take pride of ownership will go that extra mile for your guests, and as we all know, happy guests ensure return guests. The attitude and mindset of your employees make all the difference.
2) Employees who think like an owner understand the importance of being dependable and on time to begin their duties. Poor performance in this area affects employee morale, which in turn will affect guest satisfaction.
3) Employees with an ownership mentality present themselves in a professional manner and take pride that the property always looks clean, fresh, and is in excellent working order. Conscientious employees and return guests directly impact the bottom line.
4) Versatile, well trained employees who take their jobs seriously, are capable of making decisions in the best interest of guests, fellow employees, and the owner. For example, the lone front desk clerk must be trained and prepared to deal with any emergency. If the fire alarm goes off in the middle of the night, the well trained employee could literally save lives.