It was great to see so many faces at the Hotel Leadership Conference in London last week, presented by the Master Innholders. Two major topics which were discussed across the two-day event were sustainability and diversity and inclusion – subjects which are valued by, and appeal to jobseekers. As the industry continues to face staffing challenges, it’s clear why these topics were given priority.
Whilst at the event, I sat down with one of the speakers: Florian Montag, business development manager at apaleo. He made a noteworthy point during his presentation that the employee experience (EX) needs careful consideration in light of the digital trends accelerated by the pandemic. Montag explained: “If you really want to streamline processes and leverage the benefits of a digital guest journey… you need to look at the processes from the employee side at each of these touch points.” You can watch the full interview here.
Understanding the end-to-end employee journey will help to identify any areas for improvement. It appears that contactless stays are here to stay, and ensuring that team members are up-skilled to meet the needs of today’s guest (both in-person and online) will become a competitive advantage in the future.