HELPING PEOPLE
A leisure and hospitality company in a smaller group was struggling to keep employees. Their claim was they couldn’t keep enough staff, and they were losing some of their best employees. One third of the staff was leaving as new hires were joining on a constant rolling basis. We went to visit the group and quickly found that many of the front-line employees were disengaged at times in their role. They were all overworked at this one location, and everyone could not keep up with tasks. It was affecting customer service, and needed to turn it around quickly. We soon were able to get a few additional employees and requested an off-site with the team in split shifts at lower demand times, but could not work out an agreeable schedule. Good employees had concerns and wanted to be heard. We joined the weekly meeting, observed, and realized quality and performance were suffering due to lack of staffing. Long story short, managers, front-line employees, and support staff were overworked and underpaid. We presented a completely different pay structure with task based and customer satisfaction incentives. We assisted with finding the right people including interviewing, hiring, and acclimating new hires with company rotating off-sites getting everyone involved in team building activities and installed two important employee routines that showed immediate improvements, all within ninety days. Checking back after six months, three new employees joined the team, and one left for personal reasons. Running strong serving and delighting their customers, and was told “business is up.” David @ SSC
