For decades, the hotel and resort concierge has worn a dizzying number of hats.  A cross between a personal secretary, tour guide, travel agent, friend and even life saver, this invaluable service liaison has played gatekeeper to his city in more ways than one.

But times are changing.  Given the recent advent of smartphone technology and social media like Foursquare and Facebook, guests can now instantly access information and make arrangements without ever leaving their rooms – making many of the concierge’s traditional activities obsolete.

Maybe, maybe not.  According to Roberta Nedry’s recent ehotelier.com post “Today’s Concierge – A Role Model of Service Excellence and Profitability,” today’s concierge is more important than ever.  Here’s why:

• Guests desire more personal service.  Organizations that hire properly trained, professional concierges will see significant impact to the bottom line and customer/guest satisfaction levels will soar.
• Today’s concierge plays an increasingly strategic role in the overall guest experience.   In this role, concierges have the opportunity to impact repeat business, referral business, extended stays and additional income.
• Given the staggering number of dining, restaurant, entertainment, meeting and transportation options available to today’s guest, the concierge has become a trusted resource for answers and recommendations.
• HR professionals are discovering the value of the concierge role as a cost-effective way to attract, train and retain valuable employees.  The concierge can be the utility player who models service excellence, cutting across all departments.

To realize the full benefit a concierge can deliver for your hotel or resort, Nedry recommends that you hire a  professional who is trained in service excellence and has the credentials to handle all of the above.  Furthermore, to be truly effective he must have the ability to network, make things happen and nurture relationships – not just contacts.

At Penguin Staff, we know that service excellence – on the part of all staff, not just the concierge – is critical to delivering a superior guest experience.  If you need temporary kitchen employees, hotel front desk or other hospitality professionals, call us.  We provide on-demand access to talented individuals who will keep your customers singing your praises.

Ever had to fire an employee?

If so, you know how difficult the act can be.  Even when an employee truly deserves it, the act of taking away his livelihood can leave even the most dispassionate manager feeling awful.

Thankfully, there are things you can do to make the process respectful and compassionate.  These suggestions will help you treat the employee as humanely as possible, while still protecting your business from a legal aspect:

Think before you act.  Before firing anyone, get advice from a human resources professional or employment lawyer.  These experts can help ensure you abide by state and federal laws, as well as your company’s unique employment policies.

Get your ducks in a row.  Simplify the employee’s transition by handling termination logistics before calling the employee in.  Create a clear plan for the employee to return company property, clean out his desk/office and consult with HR on pay/benefits to expedite the separation.

Skip the small talk.  Don’t bother trying to warm the mood or to pretend it’s an ordinary exchange – you’re only delaying the inevitable.  Save the platitudes and limit the meeting to 10 minutes or less.

Stay neutral.  Keep it pleasant, but not too friendly.  Let the employee down as easily as you can without being unprofessional.  Remember, you are not this person’s comforter – he can go home to his spouse, friends or family for the support he needs.

Empathize.  Try to put yourself in the employee’s shoes and understand what he’s going through.  Be patient when you talk to him and keep your cool if he becomes angry, upset or frustrated.  Offer whatever resources your company provides to ease the employee’s transition.

Be decisive.  Make sure that both your tone and wording are resolute.  Giving an employee “wiggle room” or false hope will only encourage him to try and argue to save his job.  If you find yourself getting dragged into a pointless discussion, take charge by saying something like, “I’ll be glad to talk about this as long as you like, but you should know that nothing we discuss will change the decision.”

Be honest.  If you’re downsizing, leave performance out of the picture.  But if performance is the issue, don’t try to hide behind an excuse to make the conversation easier for you.  You’ll be doing the employee a disservice and opening your business to potential problems – especially if you later hire someone to fill the vacant slot.  Be direct about your reason for termination, even if it’s difficult for one or both of you.

One of the benefits of Penguin’s on-call and temporary hospitality staff is never having to fire them!  As their employer of record, we take care of replacing and/or reassigning workers.  Contact Penguin Staffing today to find out more about our hospitality staffing services in Atlanta, Richmond, D.C. and Baltimore.

When it comes to your job security in the hospitality industry, you have to depend on YOU.

Unfortunately, we live in a world where seemingly nobody’s job is safe.  Downsizing, layoffs and company closures have made even the most successful individuals question how truly “indispensable” they are.

Still, everyone knows people who are always working on a consistent basis – even in shaky industries and during uncertain times.  So, what are their secrets to success?

Honestly, there’s nothing magical about it.  The people who enjoy long-lasting job security depend on themselves, rather than waiting for things to happen to them.  By being proactive and responsible in managing their careers, they create their own luck.  Every day, they find ways to contribute, grow and make themselves indispensable at work.

Learn from their success!  Use these tips to proactively create your own job security:

• Take responsibility for your own career development. In today’s “right-sizing” workplace, don’t rely on anyone else to safeguard or guide you in your career.  Be proactive in protecting your job by:  learning new skills; finding a mentor to help you develop and grow professionally; investing in training and development courses in your areas of expertise; staying on top of industry trends that may impact you or your organization.
• Make your boss look good. Your direct supervisor is the most critical person to your success in the workplace.  Like it or not, your success is closely linked to his.  If you want to keep your job, get a raise or earn a promotion, one of the smartest things you can do is make your boss look good.  Do what he asks, when he asks it.  Try to anticipate his needs.  Talk him up to his supervisor.
• Try to excel in areas where others are weak. Look for tasks your boss considers unpleasant, or isn’t particularly skilled at, and volunteer to take them on.  Examine your co-workers’ proficiencies and try to strengthen your skills in areas where they are weak.  Become an expert in a relevant subject that will make you a more valuable employee.  When you possess skills, experience and/or knowledge others don’t, you make yourself that much more indispensable.
• Anticipate trends in the hospitality industry. If your job is in danger of being eliminated, you need to find out before HR sits you down to let you go.  Research what’s happening in your area of the hospitality industry, identifying trends that could impact your job.  Find out what skills you’ll need to stay at the forefront of your industry, and then seek out training in these areas.
• Go above and beyond the call of duty. If you want to cultivate value, respect and trust in the workplace, develop an entrepreneurial spirit on the job.  Volunteer for additional assignments or identify opportunities to improve products, processes or services within your company.  Make a habit of doing more than what you’re asked to do.
• Honor your commitments. Meet your deadlines. Do what you say you’re going to do.  If you make a mistake on the job, find a way to fix it and take responsibility for implementing the solution.  When you develop a reputation of under-promising and over-delivering, you greatly increase your value to your employer.
• Network regularly. If you start networking only when you need something, you’ll have a lot of ground to make up.  Make networking part of every day.  Keep in regular touch with key contacts – even if it’s only via e-mail – so that you won’t feel like you’re “bothering” someone when it’s time to reach out and ask for help.

Become an Indispensable Hospitality Employee with Penguin Staffing

Penguin does so much to help put you on the path to hospitality career success:

• we listen to your needs, interests and goals;
• we match you with top temporary and direct hospitality jobs in Atlanta, Richmond and Washington, D.C. to further your career development;
• we offer comprehensive hospitality training through HTI to develop the essential tools you’ll need to succeed.

Contact Penguin Staff today and use the tips above to become an indispensable part of your next work team.