Don't Let HR Challenges Keep Guests Away

December 6, 2016

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Hotels have a limited window when it comes to creating a great first impression. Every member of your hotel staff has the chance to be the face of your hotel, from the concierge to the front desk clerk to the room attendant. Guests at a hotel, resort, or other hospitality industry location won’t ask if they’re speaking to a guest relations representative -- they’ll simply want their questions answered, their problems fixed, and their experience improved. That’s why it’s important to remember that every employee is a customer service representative

But high turnover, unconventional work schedules, and managing a large part-time staff can create challenges in training, timekeeping, and payroll. Exit interviews across the industry indicate that better training can retain employees, which would lead to better, more consistent guest experiences -- and higher profits.

Choose the right people, and track their progress. Everyone you hire must be able to respond to guest concerns with confidence, sincerity, and grace under pressure. Recruitment ads can attract an overwhelming glut of applicants. Know where to post job openings, internally and externally, to attract the best candidates. Beyond choosing employees with the most potential, HR best practices and training will allow you to retain and improve the quality employees you hire. Recognize talent and opportunities for improvement, then follow up with performance reviews, training, and promotion. Paycor’s HR software lets you manage and store performance reviews, benefit enrollment, and other employee documents -- even uniform sizes and birthdays.

The first step toward creating a memorable stay for your guests is to invest in the right employees. And remember -- the way you bring new employees on board is the foundation of your company culture.

Make it easy for employees to track their time. Once you have the right people in place, give them more time to engage with your guests -- and remove obstacles like hard-to-use timekeeping software. Part-time employees make up more and more of the hospitality industry, making intuitive timekeeping systems a must. Create and share schedules, track time off requests, approve time cards, and get the big picture view of your timekeeping needs with innovative timekeeping software. “Mobile punching” even lets your employees clock in with their phones or tablets.

Make payroll pay off for you. Less paperwork and system management means your managers, supervisors, and employees can stress less and engage more -- with their tasks and with guests. Paycor’s payroll solutions are designed to work on tablets and phones too, so no matter where your employees log in, they’ll have access to their payroll history. Pay stubs and W-2/1099 forms are stored online, so if employees have questions they can often find the answers themselves.

Investing in the right HR, timekeeping, and payroll systems gives you and your employees the tools -- and the time -- to focus on what matters most: guest engagement. “Sharing economy” companies like AirBnB will never be able to match the superior guest relations of a trained hospitality staff.

Put your employees in a position to do what they do best: meet the needs of your guests. Contact us and we’ll be happy to learn more about your current processes and walk you through a demonstration to show how Paycor can help you become more efficient.


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