Hospitality and guest satisfaction is a people business. Above all, it’s about people serving people, which equates to guest satisfaction. Therefore, if guest search reviews and ratings for your establishment are less than positive, you could see a decline in registrations and a decrease in your bottom line before you can say, “TripAdvisor”.
Most hotel guests expect a certain level of customer service and performance from the accommodations industry. For example, when they request simple amenities like a towel, extra shampoo, or a warm exchange of pleasantries, like “hello” in the hallway, they expect to receive what they have requested within a reasonable amount of time, and they expect an appropriate greeting in return. subsequently, guests settle for an awkward stare or a confused smile. A solid language and culture training program could quickly alleviate these encounters.
The Affecting Roles of Guest Satisfaction
Firstly, according to the U.S. Bureau of Labor Statistics, there are more than one million job openings in accommodations and food service. Secondley, in 2015, foreign-born workers were more likely than native-born workers to fill these positions. The following service job positions are where non-native English-speakers are often employed; natural resources, hospitality, construction, maintenance, production, transportation, and material moving occupations.
Currently, the U.S. jobless rate is the lowest it’s been since 1969, even though the economy added a lower-than-expected 134,000 jobs. At the same time, good labor is expensive and getting more and more difficult to find.
Combating Labor Shortages
According to Ken Greene, president of the Americas for Radisson Hotel Group, “the best way to combat labor expenses is you hire the right people and you keep them. Getting the right culture in place is how it’s done.” Greene said. “If you do that, you’ve got happy employees that are more willing to stay with you. And, they’re more willing to help you recruit.”
Mark Tiedemann, CEO at MWT Architect, said the labor shortage is affecting roles such as housekeeping inside the hotel, and roles outside, such as construction. “Unfortunately we’re pushing the people that we want in the country out. Then, we have a shortage of labor in the construction industries. We don’t have a younger generation actually moving into those roles. The next generation doesn’t want to carry concrete cement bags over to the job site. They don’t want to carry blocks or dig ditches or holes, and that’s what we really need.”
Meeting and Exceeding Guest Satisfaction
OTO Development CEO and Founder Corry Oakes said he’s seen payroll expenses across his company’s portfolio increase in the past several years, and RevPAR growth hasn’t kept pace…there’s room to craft a more personalized experience for each guest.
Other developers agree that the process of creating top-notch establishments that can withstand an economic downturn with whom hoteliers will want to partner revolves around how well hoteliers serve their guests and offer customer service/language training for their employees.
The Results of Guest Satisfaction
Therefore, when the accommodations and services industry neglects to invest in the proper training and development of their employees, not only will their employees suffer, but another critical asset (customers) will also feel the impact. In addition, customers aren’t as likely to stick around as long as employees. And, they are more likely to share their bad experiences with prospective guests in search of the very service hotels are attempting to offer, but are falling drastically short.
Getting your non-native English-speakers the proper language and cultural training is critical. It increases your employee retention and engagement rates and adds to the value proposition and expectations of your guests. Satisfied guests let others know where they can enjoy the same experience. It is in your best interest to ensure that the guest’s review is a positive reflection of your establishment.
About LTC Language Solutions:
LTC Language Solutions is a full-service language company providing state-of-the-art language solutions for local and national companies, organizations, government agencies, and individuals since 1993. We provide language training, cross-cultural training, interpretation, translation, repatriation, language assessments, interpreter and people skills training. The company has gained a reputation for high-quality, customized services provided through long-term relationships, having some of the same clients for over 25 years.
For more information contact us.