2. Loyal employees in a company create loyal customers, who in turn create happy shareholders. The process sounds easy but it’s not, and it has defeated some of the bigger organization of the twentieth century. Sir Richard Branson

5. Understanding the twelve factors of employee engagement Understand how to link between culture and engagement To know the impact of team composition To clarity facilities engagement Understanding effective communication builds engagement Objects

6.  An engaged employee is not only happy in their job but also translated that satisfaction into higher productivity.  Employee engagement involves addressing any issue which impacts on an individual’s ability or willingness to give their all and concerns a range of factors such as individual motivation and commitment, team effectiveness, overall employee satisfaction and productivity.  Employee engagement is primarily concerned with raising the performance of your employees to maximize the contribution that they, individually and collectively, make to the business. 1. The twelve factors of employee engagement

7. ☞ The twelve factors of employee engagement

8.  Effective leadership will be at the centre of your effor ts to engage your employees.  Leaders have the ability to directly influence, in a pos itive or negative way, how employees feel about wher e they work.  Unless leadership is strong, engagement will be weak. 2. Leadership, leadership, leadership

9.  culture is a difficult concept to describe but you can sense it, even if you can’t easily explain it in words  the culture in your hotel is made up of the things you believe in, what is acceptable to you in how you operate the business, what your beliefs and values are and what has become the ‘norm’ over the years. Culture often has a hidden impact on the daily working environment but it does influence how your employees think and behave; everything you do and how you do it is in some way touched by the culture in your business. 3. The link between culture and engagement

10.  Changing was impossible within this culture as employees were very entrenched and they certainly were not engaged.  When local competition increased, the hotel ran into trouble because the prevailing culture didn’t permit it to quickly respond to new competitive dynamics.  Although it is very intangible, culture is a powerful energy force in any business and certain cultures, like the one described above, destroy employee engagement, whilst others encourage it.

11.  The composition of any team determines the likelihood of its success and influences whether the individuals within it will fully engage.  Despite the importance of getting this balance right, some owners and managers still don’t pay enough attention to their recruitment process.  Both are important. Skills are vital, but so too is attitude.  You want people who not only can do the job, but who have a ‘can do’ attitude as well. 4. The impact of team composition

12.  You should define both aspirations and expectations  Employees must also be very clear as to what you want from them in terms of their performance. If they don’t know what you expect from them at work, don’t expect them to deliver what you want.  Lack of clarity on these issues will affect an employee’s willingness and ability to engage.  Defining your aspirations for the hotel and your expectations of them will not on its own increase employee engagement, but it will provide a foundation upon which that engagement can be built. 5. Clarity facilities engagement

13.  It is an obvious requirement that all your employees must be able to do the work they are employed to do, so competence is important issue in its own right.  However, it is of specific concern from an engagement perspective for two reasons. - First, if certain employees are not fully competent at their jobs, others in the team have to compensate for those weaknesses by picking up the slack. 6. Competence supports engagement

14. - Second, on a broader scale, most employees want to learn and grow in their jobs, so helping them to build their competence and capabilities also increases their willingness to engage.  Employees move on, that’s life, but they are more likely to engage whilst they are with you, or at least to perform to a higher standard.  Making the effort to increase the competence of your employees pays off in a number of ways and is therefore worth doing.

15.  The more that your employees cooperate with one another the stronger the team spirit that develops amongst them. F eeling part of a successful team is a proven driver of enga gement.  The more you can do to get your employees working and interacting with each other the better, because building team spirit and cooperation across your hotel will increase engagement.  There is often too strong a focus on “my department” in hotels and you should break down these barriers. 7. Engagement and cooperation are interdependent

16. ◎ Control and engagement may not seem like obvious bedfellows but there is an important relationship between them. 1) Addressing underperformance - Monitoring performance and maintaining discipline are vital concerns, using effective leadership approaches of course. When individuals who consistently underperform are allowed to do so without correction, this reduces the potential for engagement of others around them who are making the effort. 8. Control and engagement are not enemies

17. 2) Empowering your employees - The second aspect of control to consider here is the degree to which your employees are empowered at the hotel. People need to feel that they have meaningful in put into decisions which affect them and that they have a degree of autonomy to act on their own initiative. - Engagement is always higher in an environment where empowerment is strong.

18.  The association between engagement and communication is very strong and where there is open, two-way and effective communication the levels of employee engagement will always be higher.  from an engagement point of view, the structural components of communication are critical. – “nobody tells me anything around here”  you should ensure that there are regular social or teambuilding events which are great for stimulating informal communication and lifting morale, which in turn contributes to increasing the levels of engagement. 9. Effective communication builds engagement

19.  An important factor in determining levels of engagement is how challenging employees believe their work is; most people eventually get bored doing the same thing day in day out.  Once an employee has mastered the needs and demands of their own particular job, the sense of learning and stimulation can quickly dissipate which reduces their potential for engagement. 10. More challenged means more engaged

20.  Conflict is a feature of all organizations and is normal and indeed sometimes necessary.  When conflict at work is poorly managed, it can have detrimental impact on employee engagement.  constructive conflict can be positive when it focuses on issues not personalities. Conflict leads us to challenge each other and as a result we often find better ways of doing things. 11. Conflict and engagement are linked

21.  Constructive conflict should not be stifled, for to do so is to potentially stifle not only creativity but engagement too.  Destructive conflict where it is personality driven, not leading to any benefits, accompanied by damaging behaviors or creating a negative atmosphere should be dealt with firmly and proactively.

22.  Pay has a role to play, but if engagement was only dependent upon pay then your hands would be tied, as there is always a limit to what you can pay and people always want more.  Compensation in the broader sense relates to other issues such as how your employees are rewarded for performance beyond the norm, beginning with a simple thank you right up to structured recognition mechanisms and performance - related pay. 12. Compensation influences engagement

23.  continuity and a degree of certainty are important in any business because too much change can be frustrating for many people, particularly if it isn’t leading to improvements.  constant meaningless change erodes the potential for employees to engage because they simply get fed up of the lack of direction.  Change and innovation processes can contribute to improved engagement but only when they are well managed, inclusive, based on solid rationale and lead to improved working practices or results. 13. Change is a factor in engagement