How to get the best out of my hotel staff during busy periods
With the pandemic subsiding, many hotel owners will start experiencing, once again, peak periods in full swing
Every hotelier knows how busy certain periods of the year are for the industry. And if your hotel is located in a popular holiday location, it probably happens more than once or twice a year. Here are eight ways to help keep your staff on top of the workload.
Provide clear expectations
Clear communication is essential for managing staff during busy periods. Ensure that staff members understand their roles and responsibilities and provide any necessary training or support. For example, if a hotel is hosting a conference, staff members should be informed of the schedule and their tasks for each session. Hold regular meetings to communicate expectations and provide updates.
Prioritise tasks
Prioritising tasks is critical during busy periods to ensure that essential tasks are completed on time. Make a list of tasks based on urgency and importance and communicate this to staff members. For example, if a guest checks in with a maintenance issue, ensure that staff members understand that this takes priority over other tasks. Use a task management tool, such as Trello or Asana, to keep everyone on the same page.
Cross-train staff
Cross-training staff is an effective way to ensure that there is adequate coverage during busy periods. For example, if the housekeeping staff is short-handed, train front desk staff to help with housekeeping tasks such as delivering towels or making beds. Hold cross-training sessions and provide opportunities for staff members to shadow one another.
Offer incentives
Offering incentives can be an effective way to motivate staff during busy periods. For example, offer a bonus for completing a specific task on time or give staff members an extra day off once the busy period is over. Ensure that incentives are available to all staff members and avoid creating a competitive environment.
Encourage teamwork
Encouraging teamwork is critical during busy periods to ensure that everyone is working together effectively. For example, if a guest checks in with a special request, ensure that staff members are communicating with one another to ensure that the request is fulfilled. Hold team-building activities and provide opportunities for staff members to collaborate.
Maintain communication
Maintaining open communication with staff during busy periods is essential to keep everyone on the same page. Hold regular meetings to provide updates and ensure that staff members understand the current status of the hotel. Use communication tools such as Slack or Microsoft Teams to facilitate real-time communication.
Provide resources
Providing resources such as extra staff or equipment is critical during busy periods. For example, if a hotel is hosting a wedding, ensure that there is adequate staff to handle guest requests and that there is sufficient equipment for the event. Make a list of necessary resources and communicate this to staff members.
Recognise and reward
Recognising and rewarding staff for their hard work and dedication is essential during busy periods. Provide positive feedback and public recognition for a job well done. For example, hold a staff appreciation event once the busy period is over or provide staff members with a small token of appreciation such as a gift card.
Clear communication, task prioritisation, cross-training, teamwork, and resource allocation are all critical for managing staff during busy periods. Encouraging a positive and supportive workplace culture can help to minimise stress and ensure that your hotel runs smoothly even during peak periods.
