Human Capital
INVESTMENT IN PEOPLE BRINGS THE HIGHEST ROI
Hospitality can only be successful if excellent service is delivered, which makes the the workforce a true "Human Capital". The right recruitment and strategies to manage and develop the workforce are decisive for long-term success.
RECRUITMENT
Finding raw talent with the right mix of skills, mentality and personality
The definition of the “right” person for the job is changing from strictly looking at education, experience, and diplomas to taking the mentality, personality and potential into strong consideration.
Hospitality requires employees with a strong, confident and outgoing personality with good communication skills. This is done through an innovative recruitment procedure which includes an assessment centre that challenges the candidates on their communication skills, creativity, initiative, social behavior and personality.
Those with supervisory/managerial skills should have a strong attitude to coach and develop employees
EMPLOYEE DEVELOPMENT; TRAINING & COACHING
A company will only reach a high level of appreciation of its guests/clients and performance if the employees have the highest possible level of necessary skills and traits, including soft-skills, such as initiative, creativity, empathy and other social skills.
Continuous training and coaching is also highly motivating, as it shows appreciation and triggers ambition but also puts employees “on the right track” to remain valuable for the company.
Employees who feel that they are making a real contribution to the goals will be more motivated and inclined to put in their best and invest emotionally.
DOCUMENTATION
All above mentioned elements such as coaching, training, career path, soft skills etc. should be captured in the same efficient HRM-system that also captures attendance, pay-grade, salary etc., so that everybody involved is fully aware of the performance and all other aspects of the employee. Strong procedures need to be put in place to safeguard this philosophy but moreover employee development should be a core value of the company. Documentation is crucial to keep employees on the "right track" and take corrective measures when needed.
