Hotel staff retentionWhy hotel teams stay

What’s inside

1. 01People leave managers: turnover starts with the leader, not the pay→

   Retention is decided by the direct manager. Leaders who give feedback, trust and room to make mistakes keep people; leaders hired only for technical skills and numbers lose them. Cindy Kasanmoeseni, Corendon Hotels & Resorts

2. 02The first ninety days: hire the person, then teach the why→

   Retention starts at the interview: hire for personality and a reason to work in hospitality, align orientation to the general manager's why, and ask new staff after ninety days what the hotel is giving them. Von Nelson, DoubleTree Hilton (Portland)

3. 03Training that survives Monday: managers decide whether development sticks→

   A classroom session is only the kickoff. Under pressure people fall back on old habits unless their manager reinforces the training on the floor, and a one-off training with nothing afterwards is the biggest mistake. Marcel Petzold, Marriott International

4. 04Show them a future: career paths, check-ins and leaders who build GMs→

   People stay where they can see what comes next: broad career paths, internal moves across hotels, short regular conversations about growth, and managers who are proud of how many of their people move up. Dieter Schmitz, Accor

5. 05Listen, then hand over the decision: trust the team with the guest→

   Staff stay where they are heard and trusted: ask them what they would do, let them own the solution and the credit, and be ready to hear an answer other than 'I'm good'. Jordy Smit, Courtyard by Marriott Amsterdam Arena

6. 06Loyalty works both ways: the budget, the culture and HR in the boardroom→

   Hotels expect loyalty from staff, but it has to flow from the company first: protect people in a crisis, put money behind the team, and keep culture something staff feel, with HR at the executive table. Manish Gupta, Aureum Palace Hotels

The cases behind it

• How to reduce turnover in hospitalityVon Nelson, DoubleTree Hilton (Portland)
• How hotels can win the talent warCindy Kasanmoeseni, Corendon Hotels & Resorts
• Making Talent Development Stick In HospitalityMarcel Petzold, Marriott International
• Why HR Belongs in the Boardroom
• Hiring isn’t your only problem
• The GM who builds future GMsDieter Schmitz, Accor
• Numbers don’t build loyalty: a CFO’s viewManish Gupta, Aureum Palace Hotels
• ‘Old hospitality’ is out, what’s next?
• Lessons from a hospitality trainer: how to make the difference?
• Empower Hotel Teams, Elevate Guest ExperienceJordy Smit, Courtyard by Marriott Amsterdam Arena

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