You happy resort team
Industry reports are showing an increase in travel and, hopefully, your resort is feeling the effects. Lots of check-ins, more sales, increased food and beverage revenues and busy ancillary facilities; all the more reason to know what motivates your busy team.
Timeshare Resorts need a motivated, educated, engaged and satisfied team in order to be successful and exceed expectations. Satisfaction keeps the best employees from moving on to the competition, engagement improves performance, education ensures confidence and motivation is contagious. In return for all of this, resorts profit from higher customer satisfaction, lower turnover and greater returns on investments.
I am also happy to report that making employees happy isn't always about paying them more. Often it is the intangible incentives that produce results. Here are 5 tips to achieving team satisfaction:
Recognition
When someone knows their work is appreciated, they work harder. When managers, peers and executives all go out of their way to go up to someone and simply say “Great job this morning” or “I really like the way you handled that situation at the front desk,” the recipient of that compliment feels motivated to take it up a notch and go beyond what is expected. Recognition in front of one's peers is even more dynamic and rewarding.
Training
What is more frustrating than being expected to do something you don’t know how to do? Or working on a system that doesn’t make any sense? Investing in the right training of your team creates confidence and that translates into better customer service. Take, for instance, your timeshare software. If you are using SPI Timeshare Software it’s easy to navigate, but your team still needs to understand what its purpose is and how it serves the resort and owners.
Communication
Nothing is more frustrating to employees than feeling they have a long list of tasks to be done, but they lack direction. There are two things you can do to help them feel they’ve successfully accomplished a job: 1) Be available. If you need to, set a regular time each day to sit with your team members and go over everything they need to discuss individually or as a group. 2) Use technology. For example, SPI Orange’s Task Manager can help simplify things by posting activities on one centralized platform that acts like a bulletin board. Each time a request is made, acknowledged, scheduled or the next step noted, everyone involved can keep track of it until the action is complete. Everyone involved has access and there is a permanent record of all work done.
Empowerment
When your team is trained, knows how to handle the situation, understands the company’s goals and culture and knows their work is appreciated, they can handle just about anything. Encourage them to make decisions without having to always get the OK from a manager. So the next time a guest is standing at the front desk asking for a late check-out, your staff can review the situation and make the call.
Engage your team. Ask them for their ideas. Implement and value these ideas. When employees are actively engaged, they will dig deep to make their very best contribution.
It’s human nature to perform to your greatest ability when you feel validated, respected and honored for your contributions and hard work. Are you ready to make the investment in your team? In doing so, you are making an investment in your overall business. Your team reflects you and your company. Let them know how important they are.
For more ideas, timeshare software updates and industry news, please check back with us here atSPI Timeshare Software blog
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