Maximizing Staff Potential Through Observational Assessment

In the hospitality industry, the success of a hotel often hinges not just on infrastructure or amenities, but on the quality of human interaction. It is crucial for management to look beyond qualifications and pay closer attention to the attitude and natural customer care abilities displayed by staff across all departments.

It has come to attention in various instances that some employees working in non-frontline areas such as the garden, swimming pool, or housekeeping, demonstrate exceptional interpersonal skills and a natural warmth toward guests. These individuals often go unnoticed because their roles don’t traditionally involve guest reception, but their potential to represent the hotel positively is immense.

On the contrary, there are cases where front office personnel, though qualified on paper, exhibit poor attitudes, moodiness, or lack the essential hospitality mindset. Since the front office is the first point of contact for guests, such demeanor can significantly tarnish the hotel's reputation.

Recommendation:-Managers should adopt a proactive approach in observing staff behavior and guest interactions across all departments.

-Identify and reward those with strong interpersonal skills, even if they are currently in background roles.

-Provide them with advanced customer service training and consider transitioning them into guest-facing positions such as PR or welcome ambassadors.

-Conversely, regularly evaluate the attitude and performance of current front office staff. Where necessary, provide coaching or reassignment.

By leveraging natural talent and promoting based on performance and attitude, not just credentials, hotels can greatly enhance guest satisfaction and build a stronger, more dynamic brand identity.