By Denise Dupré, Founder and Managing Partner of Champagne Hospitality
It’s no surprise that all of your team members tend to be happier, more motivated, and overall feel better when they’re doing their best work. This is reflected in their love and commitment to their work as well as their loyalty to the company. In the case of my luxury hotel company, this means excellent products and services, exquisite guest care, conscientious environmental stewardship – which is so important in everything we do – and employee longevity.
These exceptional team members – who often come to us with this disposition, but are also supported and nurtured through training and encouragement – serve as the building blocks of a positive work culture. As if that wasn’t enough, their presence has a positive impact on a company with greater productivity and innovation, allowing us to collectively and confidently aim high and achieve lofty goals. Have you ever wondered if you can create a workforce that feels valued, empowered and ready to overcome any challenge? You can.
As leaders, we hold the key to unlocking the potential of our employees, but also to the immense rewards. However, it requires a serious investment in the well-being of your employees and equipping them with power, freedom and true ownership of their workplace so that they can make decisions that are in the best interests of the company and customers.
In the hospitality industry, it is crucial to recognize and promote talented employees and do whatever is necessary to retain talent. By supporting and investing in our employees – even during difficult times – we have been able to retain valuable employees, promote growth and build long-term loyalty and success. Here are four lessons learned from experience that you can use to take your team from good to great. Just as we try to offer our guests very individual experiences, we also try to do the same when it comes to the professional development of our team.
1. Don’t underestimate the power of effective management
Effective managers are the linchpin in creating a successful workplace. A manager’s responsibilities include inspiring the people they lead by truly embodying the company’s values and striving to be exemplary.
Through regular communication with team members, managers can also develop a deep understanding of their employees’ individual strengths, goals and vulnerabilities. By leveraging this intimate knowledge, successful managers can customize their leadership style and approach and provide their employees with the support they need to succeed. This seems simple, but day-to-day tactical work can get in the way of managers truly listening and, even more, adapting to employees’ strengths and needs.
The transformative power of small actions should not be underestimated. A French-speaking employee worked in housekeeping in one of our hotels. It was clear she had enthusiasm and skills that could take her far, but a language barrier stood in the way of her development. One of our managers saw her potential and offered her the opportunity to take English courses, which opened the doors for her to move up in the company and become our front-of-house manager. It was the manager’s ability to look beyond her position as housekeeper, recognize her strengths, recognize her potential and offer to support her moving forward that made the difference.
As managers, we must always think ahead about the careers of our employees. It’s not enough to be connected and valued — the team needs to be challenged to learn new things and know there is a path to advancement. If we don’t talk to our employees about development, our competitors will.
I learned this lesson the hard way. Recently, one of our star food and beverage managers tendered his resignation — he had been hired by a competitor and offered career advancement. Given his talents, we weren’t surprised. However, once I was informed, I arranged a call to discuss a longer perspective. We found a cross-training opportunity that, combined with his current experience, would lead to even greater progress in the long term. This allowed us to retain a smart and talented team member. From this experience we learned that sharing the vision for the company — but in this context also the career vision for the employee — is necessary to keep employees satisfied and motivated.
2. Guidance through mentoring and coaching
Mentoring and coaching are among the most effective tools for professional development, especially for women and minorities, who often face unique challenges in the workplace. Pairing employees with mentors who have followed similar career paths provides invaluable guidance, strategies for success, meaningful opportunities and a source of support. This personalized approach can mean the difference between a good career and a great one for your employees.
The bets we make in hospitality, particularly around staying on the cutting edge of sustainability practices, are best made with diverse thinking at the table. I believe in hiring and mentoring bright, new talent with great potential. Each of us brings something with us. They bring a fresh perspective, while the more experienced team brings extensive experience. Guiding her on how we focus, how we make decisions, and how we make the biggest impact combines the two talents. Through this give and take, together we achieve greater improvements and have the courage to push barriers further than we ever imagined.
3. Unleash the entrepreneurial spirit
Successful companies listen to and celebrate new ideas. Encouraging and supporting your employees’ creative ideas and passions allows them to go beyond their everyday tasks and take the lead in something they care about. There are countless examples of how encouraging employee ideas can lead to significant improvements.
One of my employees was a pastry chef who wanted to pursue her leadership role through a philanthropic passion project. She unleashed her entrepreneurial spirit by baking and delivering dozens of pastries a day to women receiving chemotherapy during Breast Cancer Awareness Month. Another employee was passionate about preserving our local reefs and created a way to engage guests. Because of this entrepreneurial passion, we launched the “Adopt a Coral” movement in St. Barth. Guests can now, for a donation, adopt coral, name it and replant it right in our bay under the guidance of the island’s Coral Restoration Association.
By encouraging employees’ entrepreneurial spirit, a strong sense of community and mutual respect has been fostered within our teams, creating an atmosphere of friendship, emotional support and mutual responsibility.
4. Embrace flexibility
Flexibility is no longer an advantage, but the new standard. According to a Deloitte survey on workplace flexibility, 94% of employees strongly believe that they will benefit positively from increased work flexibility, while only 44% of companies actually offer flexible work arrangements. In some work situations this is easier than in others. It’s not easy in the hospitality industry — but we make it work as well as we can. For example, one of our team members was going through a divorce and was a single mother who wanted to live closer to family. Instead of leaving the company, we helped her relocate and work remotely — and she hasn’t missed a beat and remains a strong member of our leadership team.
When you offer remote work options and flexible schedules, you show your employees that you care about their entire lives, not just their time in the office. By trusting your employees to deliver results regardless of location, you foster a positive work culture and prevent burnout, ultimately leading to a more productive and loyal workforce.
By implementing strong management practices, providing mentorship, encouraging entrepreneurial endeavors, and embracing flexibility, employers can empower their teams to drive innovation, productivity, and employee retention. By following these suggestions, you can unlock your team’s potential, foster a thriving workforce, and lead to greater success for your company.
