Employee Engagement

Employee Engagement Matters

In 1989 Jan Carlzon of Scandinavia Airlines (SAS) coined a phrase that was to revolutionise the customer service industry: customer service is delivered, not by big battalions marching in step but in thousands of individual transactions, some no bigger than a smile, that collectively make up the customer experience. He called those transactions "moments of truth".

Hotel chains employ thousands, perhaps tens of thousands of employees across many countries, in scores of individual properties.  These employees come from different countries, different cultures and have radically different levels of education, experience and expectation. They represent your company, your products and your services - they are the face of your business. Employees must deliver your promise, day in, day out, when they are in good humour and bad. That level of constant, consistent performance will only come from a workforce that is engaged, that buys into the service promise of the company and that willingly undertakes to deliver on that. 

Employee Engagement Surveys The Employee Engagement Study 2011 (BlessingtonWhite) reports that approximately 17% of employees worldwide are disengaged. Gallup estimates the cost of disengagement in the US marketplace at $300billion in loss in productivity alone. Employee Engagement studies address attitudes and concerns that help the organization work with employees to instill positive changes and serve as a basis for quality improvements and increased productivity.

The Relationship between Guest Satisfaction and Employee Engagement

Research conducted by CST suggests that while there is not a straight line correlation between the level of guest satisfaction in a hotel and the level of employee engagement that nonetheless the two are closely linked.  Employees who identify with the goals and aims of their employer will tend to deliver higher levels of engagement in their interactions with hotel guests.

CST has experience working with global organisations across multiple locations, and languages using our own proprietary feedback systems. Work with us to measure your employees' satisfaction, attitudes and perceptions of your organization to help you to reduce turnover rates and avoid costly training of new employee.