Employee satisfaction at work plays a key role in business, particularly in the hospitality industry, such as hotels. Employee satisfaction and performance significantly influence the satisfaction of hotel guests.
Guest satisfaction is crucial in this business, alongside setting the right price for guests. Arief B Maulana, General Manager at Novotel Bandung Hotel (AccorHotels), shared insights into the hotel business during a seminar for MBA students at SBM ITB, held at the Pertamina MBA ITB Building in Bandung on Thursday (6/6). The seminar aimed to enhance students’ understanding of how leaders can manage companies with competent leadership, emphasizing continuous development and improved productivity.
Arief revealed the secret to increasing his company’s productivity: a hotel productivity assessment based on Key Performance Indicators. Key aspects include profit per available room, gross profit value, guest satisfaction during their stay, the contribution of different room types, financial performance measurement, membership sales, employee job satisfaction scores, and revenue from direct bookings through the hotel website.
It is essential to make plans and estimates to improve productivity quality in the company. In workforce planning, for instance, plans must be based on overall employee needs and the supply of candidates. Employee development includes training and guidance, expanding employees’ goals, career development planning, job rotation, collaborations with universities, and programs to boost productivity.
Arief emphasized that enhancing employee quality impacts profits directly from employees, company management, financial aspects, and organizational culture effect indirectly affects consumer satisfaction. Improving employee quality helps companies compete effectively against others.
Moreover, optimal employee quality can foster a pleasant organizational culture and increase loyalty to the company. In financial terms, retaining employees with satisfactory work quality can save operational costs, especially recruitment costs for new employees.
Employees with high enthusiasm and motivation need adequate involvement and training. Enhancing employee performance gives the company the flexibility to develop, innovate, and compete healthily.
Leaders aiming to boost company productivity must have a clear leadership vision. They should inspire employees with effective company strategies, plan representatively, consider related impacts, maintain a positive orientation, solve problems efficiently, and communicate effectively with employees.
