Greenville, SC, August 13, 2024 — Employee turnover is a reality in the hotel industry. Annual turnover is estimated to be between 70 and 80 percent. Analysts cite low wages, long working hours and a lack of career opportunities as reasons for this. For hotel management company Hospitality America, the solution to this ongoing problem lies in mentoring and cultivating a culture in which hotel employees feel valued, supported and encouraged to reach their full potential.
Mentoring plays a critical role in employee retention and satisfaction. This practice goes beyond skill development. We believe in creating a sense of appreciation and recognition among employees to develop hotel leaders, drive performance standards and provide strategic support – especially during hotel renovations or new openings, which can be quite stressful for employees. When people think of mentoring, they traditionally see it as a means of transferring knowledge from the top down; we see it as a dynamic tool for adaptation, innovation and personal growth,” he said. “Our new strategic mentoring program is the catalyst for delivering exceptional guest experiences while managing complex operations. By shaping the careers of aspiring hospitality professionals, we ensure that service excellence continues to be delivered at all of the hotels managed by Hospitality America. Justin Deyo, Corporate Director of Operations at Hospitality America
With 20 years of hotel management and operations experience, Deyo will lead Hospitality America’s mentoring initiative, which includes reviewing and implementing all mentoring processes and service standards at the property level. Mentors will teach their mentees protocols for interacting with guests and share best practices for creating memorable experiences. Through empathetic communication, mentors will coach employees on how to anticipate and exceed guest expectations, navigate tricky situations, and handle high-pressure situations with grace and professionalism.
Mentoring in the hospitality industry helps foster operational excellence. All Hospitality America mentors have extensive experience in hotel management and share best practices for optimizing operational efficiency, managing budgets, and maintaining high standards of cleanliness and safety. This knowledge is especially valuable to junior managers and supervisors who are responsible for overseeing daily operations and ensuring smooth coordination between departments. Justin Deyo, Corporate Director of Operations at Hospitality America
Did you know . . .
-
90% of employees who have a professional mentor say they are satisfied at work.
- Employees who have had the opportunity to receive mentoring are five times more likely to be promoted.
- 84% of Fortune 500 companies and 100% of Fortune 50 companies have mentoring programs
-
76% of employees believe mentoring is critical to career success. However, only 37% of employees are supervised by a mentor.
- Since the pandemic, the number of mentoring initiatives in organizations has increased by 30%
Mentoring programs increase employees’ career value and lead to greater engagement and productivity. When engaged employees feel valued, they are more likely to stay with a company, resulting in high retention rates. Few initiatives support skills development and continuous learning like mentoring programs.
Mentors can quickly identify a mentee’s strengths and areas where they need to improve. It helps mentees develop practical skills and strengths that are rarely possible in standardized training programs. Mentoring also encourages cross-departmental collaboration, continuous learning, and the breaking down of departmental barriers. In addition, it fosters a culture of seeking advice among employees inside and outside their department, which encourages collaboration across functional boundaries. This culture of collaboration and knowledge sharing helps employees grow in the company and want to stay longer.
The importance of transparency
Good mentorship relies on transparency and the willingness of each individual to define and achieve goals that are mutually beneficial. When leaders are not transparent about their skills and knowledge, it can be difficult to quickly identify areas for improvement.
“Lack of transparency, whether intentional or not, causes some leaders to struggle to work independently,” said Deyo. “Leaders should never assume that mentoring is only for those who are underperforming. Rather, it should be an ongoing relationship that is tailored to each individual. To drive this program forward, I will focus on building relationships with all of our mentors, checking in with them regularly and reminding them that I am there for them. This includes being completely transparent about their strengths, development opportunities, etc. This will ensure that our relationship is built on transparency and a genuine desire to improve.”
To be a Hospitality America Mentor, property leaders must embody the company’s PEACH culture – Passion, Excellence, Adaptability, Community, Humility – which guides how employees work, who they work with and how they create success for the company’s partners, team members and guests.
“Our mentors must be motivated by a desire to succeed, trusted to deliver consistent performance, and willing to develop adaptable teams,” said Deyo. “These qualities were instilled in me by Frank Cook, Vice President of Operations at Hospitality America – who was my mentor at Hospitality America – and because of my development under his guidance, I will pass on his teachings to the many mentors we hope to develop through this program.”
In the area of professional development, mentoring plays a crucial role in developing future leaders in the hospitality industry. Any employee who aspires to a leadership position will benefit from this program. Mentors provide strategic advice, help them choose their career path, and impart the knowledge and skills needed to be successful in leadership roles.
I look forward to seeing our mentees experiment with new service concepts and adapt to changing customer preferences. This proactive approach will increase the competitiveness of our hotels and position them as market leaders by offering innovative experiences that resonate with modern travelers.Ben Campbell, CEO of Hospitality America
About Hospitality America
hospitality America is a leading third-party hotel development and management company and a preferred partner of Hilton and Marriott. The company optimizes the hospitality experience through proprietary methodologies that align people, processes and outcomes to deliver exceptional performance for guests, team members and partners. Hospitality America’s clients include REITs, private equity firms and major developers. Hospitality America was recognized with USA Today’s Top Workplaces 2024 award. For more information, visit www.hospitalityamerica.com or contact Hospitality America at LinkedIn.
Barbara Worcester
Owner, President at PRPRO
14409305770
Hospitality America
