Anyone who has worked in the hospitality industry knows that it can be lacking in terms of recognition. This is a job that most work on the pathway to other careers, but hospitality is a massive industry. Practically every social interaction that we have depends on this industry, from first dates, to birthdays, to work functions and the hospitality we receive can have a huge impact on the relative success of these events. Without recognition, it is hardly surprising to note that the hospitality industry reports the lowest statistics for employee engagement. But this trend is surprisingly not followed in the Taj Hotels group of resorts and palaces in India, where recognition and engagement of employees equals the delivery of exemplary service to its guests in 109 luxury facilities.
So laudable are the employees of the Taj group, that they have heroically acted in the interests of their guests in more than one terrorist incident. This excellence has been attributed to the particularly effective service training that the hotel group employees undergo. There is a lot to be learned from the Ordinary Heroes of the Taj, and the lessons in terms of gratitude and engagement can be applied to not only the hospitality industry, but also all workplaces in general.
Expressions of gratitude should come from immediate supervisors
Immediate managers are key in determining how employees feel about the company, and therefore any engagement or recognition program needs to start with front line managers. Ultimately, engaging your managers will help them to engage your employees. Ensure your managers frequently hold briefings with their employees and ensure you check in with them regularly. Additionally, though immediate supervisors are so important, they shouldn’t be the only ones to give feedback to employees. Taj hotels employees can accumulate points from compliments from guests, compliments from colleagues and their own suggestions. Appreciation from peers is extremely powerful and should be factored into the broader system of employee engagement.
Recognition should be immediate and frequent
It seems that many managers save up and hold their recognition until a later time, typically until the annual review. But it is known that even financial rewards at the annual review are too little too late. The best thanks is an immediate thanks, and acknowledgment and recognition are more important than financial incentives.
A recognition system is necessary
Finally, Taj Hotels have a Special Thanks and Recognition System (STARS) which links customer satisfaction to rewards. Ultimately the particular system is not the important factor, but the fact that they have a system for employee recognition. Their system is also reviewed daily to ensure employee recognition is a daily occurrence. It is crucial to ensure employee engagement by employing a robust employee recognition program which pays dividends regularly.