Employee experience: putting your team at the forefront of your business

Long hours, demanding guests, and often thankless work. But it needn’t be that way. In fact, if we want hospitality to be a long-term career path (and we should!), we need to put our teams at the forefront.

Think about it – we obsess over guest experience, don’t we? But here’s the problem: your team’s experience directly impacts your guests. Happy, well-trained staff provide better service. It’s as simple as that.

Now, I know what you’re thinking. “High turnover is just part and parcel of the job.” But it doesn’t have to be. Yes, hiring and training new staff is expensive, but the real cost is in lost potential. It takes about a year for a new employee to really find their feet. That’s a lot of time and energy invested, only to have them head for the door.

So, what can we actually do about it? Technology is part of the answer, freeing up our People and Culture managers to focus on what really matters. But it’s not the whole story. Here’s what I’ve found works:

And it all starts from day one. Your onboarding process sets the tone for everything that follows. Regular check-ins during those crucial first few months (and beyond) can make all the difference. In fact, employees who have a great onboarding experience are 2.6 times more likely to be chuffed at work. That’s massive!

To keep it real – hospitality isn’t a 9-to-5, desk-bound job. Your teams are on their feet, dealing with guests, juggling multiple tasks. So, you need to think creatively about how to keep everyone connected. Celebrate their wins, big and small, foster a sense of community.

Here’s the bottom line: when you put your team first, everyone wins. Your employees are happier and more engaged. They stick around longer and perform better. And guess what? Your guests notice. It’s a virtuous cycle that starts with one simple shift in perspective: your team isn’t just a cost centre, they’re your most valuable asset.

Sinead Marron is at the helm of Alkimii’s UK expansion as Director of Growth. Her 15-year journey through the hospitality industry has seen her rise to General Manager roles at prestigious hotels like Radisson Blu and The Great Southern Hotel Killarney. Sinead’s career has been marked by her knack for boosting revenues, delighting guests, and fine-tuning operations.

Her expertise spans a broad range of hospitality essentials – from overall hotel management to the nitty-gritty of HR, property operations, and payroll optimisation.

But Sinead’s not just about the bottom line. She’s a passionate advocate for transforming hospitality into a lifelong career path. Her mantra? Invest in your people. For Sinead, a top-notch employee experience isn’t just nice to have – it’s the cornerstone of a thriving hospitality business.

With her wealth of experience and forward-thinking approach, Sinead has become a go-to voice on all things hospitality. Whether she’s tackling operational challenges or championing staff development, her insights are always worth listening to.