How to improve hotel productivity, without burning out staff
The hotel, food services, and hospitality industry had the highest burnout rate globally in 2019. Roughly 80% of employees in this sector reported feeling overwhelmed by their workload. Now, combine this with the increased stress of the last three years, rising demand for services, and a lack of staff. Sounds like burnout in the making, right?
As the holidays draw near, bookings are starting to increase - along with stress levels. In an industry notorious for untraditional schedules and high expectations, it's important to find ways to increase productivity without pushing your employees to the brink of burnout.
Discover what causes staff burnout in hotels, and explore ways to cultivate a productive work environment that prioritises team wellness.
What Factors Contribute to Hotel Employee Burnout?
Despite the calm and peaceful exterior, hotels are always on the go, with staff tasked with keeping guests happy and operations smoothly on track. Long hours can be difficult; not having enough breaks or time to oneself, and having to ‘be on’ at all times can be draining. At some point, it all comes to a crashing halt where staff can no longer give more mentally or physically.
Other workplace factors that can contribute to burnout include:
- Maintaining a calm and polite demeanour under stress
- Being polite with rude or irate guests
- Standing for long hours
- Working overtime or covering other worker's shifts
- Working under difficult supervisors
- Late or inconsistent working shifts
- Feeling underappreciated or undervalued
- Not being given opportunities for further growth
Foster a Culture of Continuous Learning
A workforce continuously learning and growing feels valued and engaged. While traditional customer service and workplace training are essential, it's important to go a step further by tailoring training programs to the unique strengths and ambitions of employees.
Encourage each team member to take ownership of their growth by offering opportunities for certifications and advanced training in specialised areas. Work with each employee to develop a progression plan to help them achieve their career goals.
Set Realistic Goals
Avoid setting unrealistic expectations that can lead to overworking your staff. Embrace data analytics to set performance goals. Draw upon historical data to establish ambitious yet realistic targets for metrics such as occupancy rates, revenue, and guest satisfaction scores.
Data-driven goal setting ensures that your objectives are grounded in actionable insights. It prevents undue stress on your team by providing clear benchmarks and priorities for improvement. And, of course, provide opportunities for negotiation. Remember, what you see as ambitious may be overwhelming for some team members. Discuss goals one-on-one and ensure all staff members are comfortable with set targets.
Foster Cross-Training
From marketing to management, opportunities for growth and development in hotels are diverse. Encourage your team members to branch out and test the waters of different departments by shifting away from rigid job roles and implementing cross-training programs.
In addition to creating a more versatile workforce, cross-training fosters a culture of collaboration, as employees gain a deeper understanding and appreciation for each other's roles. This interdepartmental understanding can streamline operations and enhance teamwork.
Empower Decision Making
Empowering employees through decision-making is like giving them keys to creating exceptional guest experiences. It involves setting clear boundaries, providing comprehensive training tools, and encouraging them to take the reins with guest interactions. Your leadership is to offer support without micromanagement, valuing their insights into what works best for guests.
This approach is about learning from successes and challenges, making continuous improvements, and recognising those who consistently go the extra mile. By trusting your team to utilise their knowledge and experience and rewarding great decisions, your hotel is building a culture of excellence that boosts productivity and keeps employees content.
Reduce Outdated (Manual) Practices
Manual data administration is one of the most time-consuming tasks you can assign to your staff - and there’s a good reason it often gets passed down the line. Identify repetitive and time-consuming manual tasks within your hotel operations and invest in automation solutions to streamline these processes.
Whether automating check-in and check-out procedures, implementing automated payments, enabling instant venue bookings, or utilising chatbots for customer inquiries, automation can significantly reduce the workload on your staff. This not only enhances efficiency but allows your team to focus on more complex and guest-centric aspects of their roles.
By incorporating technology to handle routine tasks, you create a more agile and responsive operation, providing your staff with the breathing space to deliver exceptional service without the constant pressure of repetitive administrative duties. This not only prevents burnout but also positions your hotel to adapt and thrive (if you’re interested in how to integrate tech without losing the human touch that makes your hotel truly unique, check out iVvy’s article here).
Looking to plan for a sustainable and prosperous 2024? Discover how advanced technologies can revolutionise your venue operations and help you unlock new revenue streams with iVvy's ebook, 'The Definitive Guide to Hospitality Technology'. Get your free copy here.
