Hotel & Motel Management - October 1, 2007 - (Page 14)

14 Satisfaction Trends H&MM October 1, 2007 | HotelMotel.com www.HotelMotel.com/digital_edition Employees Continued from page 8 ees. In addition to feeling proud and excited about the future, employee advocates also reported feeling appreciated at levels signiﬁcantly higher than other employees. The appreciation that employee advocates mention most often comes not from formal recognition programs, but most importantly from guests, their fellow team members, and direct supervisors. Interestingly, accounting and maintenance employees were the most likely to recommend their hotels as great places to work, with employee advocacy rates of 85 percent and 83 percent, respectively. Reservations and room-service departments reported the lowest levels of employee advocacy, with 72 percent of employ- ees recommending their hotel. Here are sample comments from employees describing why they would recommend their hotels as a great place to work: “I was given an opportunity to take over the books for the property, and thanks to my managers, my hard work and dedication to the company is being recognized. They have been supportive … and given me trust and encouragement.” “We are like a family and this is my second home.” “The empowerment given to employees to please the guests when problems arise.” “Having the opportunity to work in different departments is great! I learn something new every day.” Although creating a great workplace is challenging, the beneﬁts are signiﬁcant and can include: Receiving more qualiﬁed job applications, lower turnover, reductions in health care costs, higher customer satisfaction and loyalty and more innovation and creativity. hmm@questex.com Jonathan Barsky and Jan McDougal work for Market Metrix LLC (MarketMetrix.com), a ﬁrm that provides multi-channel survey, analysis and service improvement tools and benchmarking data for the hospitality industry. For more information, call (800) 239-7515. You as a Supervisor… Today’s hospitality professionals need reliable tools that provide information and insights about how to be successful by doing the right things, the right way. Engage your supervisors and managers while teaching them practical skills with the third edition of Supervisory Skill Builders (SSB). The revised modules will help supervisors and managers become more efﬁcient and effective in today’s multicultural workplace and better able to fulﬁll their responsibilities to manage, communicate, and resolve conﬂict. Start your supervisors on the path to hospitality career success with this skill-building program. To order your copy or for more information, IN THE details visit www.ei-ahla.org,or call 800-752-4567 or Details summary 517-372-8800 Detail point Detail point Detail point Show Briefs More than 600 exhibitors of culinary products, live cooking demonstrations, seminars and more will be on tap as Cultural Food New York collocates with the International Hotel/Motel & Restaurant Show, held Nov. 10-13 in New York. IH/M&RS is expanding its global reach with more than 90 international companies representing 20 countries exhibiting at this year’s show. Marketing partnerships forged with several industry organizations will foster additional networking and business opportunities for attendees. For a list of IH/M&RS partners, visit www.ihmrs.com. The Luxury Product Collection, a showcase of high-end products, will increase by nearly 60 percent. Resources will include artwork, bathroom ﬁxtures, bedding, drapery, accessories, ﬂoor and wall coverings, furniture, lighting, and amenities. Enhanced sustainability initiatives for the hospitality industry will take center stage. The Green Restaurant Assn. will host the ﬁrst GRA Pavilion, showcasing the latest green products for the foodservice industry. Compiled by Stephanie Ricca, sricca@questex.com 07-02850 Special thanks to our subject matter experts: John J. Hogan, Ph.D., CHE, CHA, MHS, Best Western International Judy Z. King, ISHC, Quality Management Services, LLC Steve Schuller, CPLP, Wyndham Worldwide CIRCLE NO. 117 http://HotelMotel.com http://www.HotelMotel.com/digital_edition http://MarketMetrix.com http://www.ihmrs.com http://www.ei-ahla.org http://www.ei-ahla.org

Table of Contents Feed for the Digital Edition of Hotel & Motel Management - October 1, 2007

Hotel & Motel Management - October 1, 2007 Contents Independents Rely on Guest Feedback Models Showcase Aloft, Element Brands Trainers Emphasize Communication, Cooperation Perspective At Your Risk Satisfaction Trends Sales Clinic Energy Star Update HotelWorld Update Trends & Stats Dressing Walls in 'Green' Music Programming Provides a Sound Solution Remote Check-In/Out for Leisure Travelers Q&A: Western U.S. Pipeline Softgoods - Beds and Bedding Transactions A Cause Célèbre Awards People on the Move Events Cleaning and Maintenance Solutions Marketplace Ad/Editorial Index Classifieds Checking Out

Hotel & Motel Management - October 1, 2007

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