| | 19HOSPITALITY BUSINESS REVIEWSEPTEMBER 2025insights, which streamline workforce management and reduce administrative burdens. By ensuring fair and efficient scheduling, minimizing conflicts, and providing transparency in work hours and pay, these tools help employees feel valued and supported. Additionally, the ability to track and adjust labor needs in real time allows managers to create a more balanced and responsive work environment, ultimately boosting morale and retention.Compensation remains a critical factor for employees. Competitive pay and benefits packages, including non-financial perks like health benefits and retirement plans, play a pivotal role in retaining staff. By implementing these strategies, hospitality companies can build a more stable and committed workforce, ultimately benefiting individual hotels and the industry.Enhancing Employee Engagement and SatisfactionHowever, what can leaders at the hotel level do differently to further enhance employee retention and satisfaction? Let's explore some actionable steps hotel managers can take to make a significant impact.It comes down to fostering an environment where employees feel heard and valued. Leadership that is empathetic, transparent and communicative can significantly reduce turnover rates. Early in my career, I read The 3 Most Important Questions You Can Ask Your Employees by J. T. O'Donnell. In this book, the author outlines three key questions to ask employees regularly: "How are you?", "How's the team?" and "How can I help?"I applied this approach in my first role as a Front Office Manager in the mid-1990s. Within two months, my associate satisfaction scores shot up to 98 percent, my Guest Arrival Scores increased to 95 percent and over five years across three different hotels, I identified ten associates who grew into leadership positions within the company. These three simple questions, when asked consistently, can improve communication, strengthen relationships and enhance overall team performance.Encouraging regular feedback from employees helps identify and address issues before they escalate. The Three Questions approach is an effective way to gather feedback and ensure employees feel heard, but it is not the only method. Tools like pulse surveys or suggestion boxes provide additional avenues for employees--especially new team members who may not yet be comfortable expressing concerns openly. However, the key to making these tools effective is transparency. Since surveys and suggestion box comments are often anonymous, it is difficult to respond to individuals directly. Instead, leaders must communicate responses publicly to the entire team. As the saying goes, if one person voices a concern, multiple people are likely thinking it.As leaders in the hospitality industry, we face significant turnover challenges. However, by actively engaging with our associates, we can build a more stable and committed team. Although industry-specific challenges persist, leaders at the hotel level play a crucial role in enhancing the engagement of associates. By fostering a supportive and communicative environment, they can make a substantial impact on employee retention and satisfaction. It comes down to fostering an environment where employees feel heard and valued. Leadership that is empathetic, transparent and communicative can significantly reduce turnover rates
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