Not surprisingly, income plays a big role in whether employees feel valued in their roles. According to payscale.com, those who are paid less than $25,000 a year feel less appreciated than those making more. They also feel they have less interaction with management (and therefore less “input” into their duties and work environment) and are much more likely to change jobs in the near future.
Jobs that are considered “entry-level” and require little or no training often fall into this category. However, many of those filling these jobs are some of the most important positions within a hotel, providing a vital and valued service and adding to the overall positive experience of every guest. Ultimately, the hotel’s reputation and guest loyalty rely on employees that provide these important yet “underappreciated” services.
1. Housekeeping: What could be more important than a sparklingly clean bathroom and tidy hotel room? When a guest checks in, they expect the room to be spotless, have clean towels, fresh soap, and a crisply made bed. They also expect the lobby and other common areas to be clean and inviting. It’s a physical job that takes a lot of endurance, a good attitude, and attention to detail. While many guests may not really think about who does all this work, without housekeeping staff, their stay would be much less pleasant.
2. Waitresses, Bussers, and Dishwashers: Your hotel restaurant and room service staff also seem to operate under the radar and may not receive the appreciation they deserve. Weary travelers who arrive hungry and families on vacation are expecting great service with a smile regardless of long shifts, working weekends, and holidays. Bussers keep the service running smoothly by clearing and setting tables, making them ready for the next guest to be seated and served. Dishwashers… well, you couldn’t run a restaurant without them.
3. Valets: Valets provide more services than you might think. They’re typically the very first person guests encounter when they arrive at a hotel, setting the tone for the stay and making that all-important ‘first impression.’ Not only do they park and retrieve cars, but the really good ones ensure that babies or small children are not left in the back seat, they keep the cars and the lot safe and will also run an occasional errand and make small deliveries. They provide pleasant conversation or a few laughs while a guest waits for his/her car and generally send them on their way feeling a bit pampered.
4. Back-office Assistant: These are the unsung heroes who work their magic in the office behind the scenes. They do the paperwork that keeps the business rolling and gather all the research and services needed to handle a billing dispute. They rearrange schedules, convey messages, and are on-hand to run reports, and copies and do the day-to-day office duties that support the business side.
5. Porter/Bellhop/Doorman: The porters handle baggage for guests and make small deliveries. They bring luggage up to the room or take it down to the lobby when it’s time to check out. They provide upscale service and a great first impression to the guests. A doorman is stationed at the entrance to greet guests and provide customer service. They direct guests when needed, ensure they arrive and leave safely as well as hail cabs for a guest’s convenience. The doorman may also act as a curb-side concierge by giving directions or recommendations around town.
6. Groundskeeper: The lush lawns and stunning landscaping add plenty of curb appeal to the hotel and the ambiance of the property. Everyday work involves mowing, weeding, pruning, trimming hedges, planting flowers, maintaining sprinkler systems, and installing the outdoor seasonal décor. They also clear walkways and maintain fountains, seating areas, and fences. In golf resorts, the groundskeepers are skilled in turf management and landscape design. The overall first impression of the hotel grounds is a vital part of any property’s appeal.
While most guests are fixated on the amenities of a hotel: the décor, the spa, the culinary delights, the location, and activities; the behind-the-scenes work of keeping everything running smoothly, providing everyday services, and maintaining the hotel, inside and out, are sometimes not as often appreciated. The employees who do these jobs are the foundation of a great guest experience and play a large part in guest loyalty.