Employees are always on the move in the hospitality industry. Internal communications can be difficult because of the constant movement as well as the different job functions that each employee faces every day.
What is the best way to get an urgent announcement to a room keeper? How do you let your staff know a high roller just checked in to the casino? Or make sure your managers know your corporate announcements about a merger before the media does?
Mobile technology is the best medium to ensure that the right message always gets to the right employee group in a timely manner. Nearly all employees now own a smartphone — 92% of 18-29 year olds and 88% of 30-49 year olds.
Here are 7 tips for using internal communication to improve your operations:
1. Enable managers to communicate easily to local staff
Red e App allows managers to quickly and effectively communicate with hospitality staff through mobile devices. For example, managers can easily stay in contact with housekeeping to let them know about late checkouts or special requests in real time.
2. Embrace BYOD
Combine a mobile communication platform with a bring-your-own-device (BYOD) policy that allows staff to access company messaging through their own personal phone. It’s rare for housekeeping and maintenance staff to have corporate email addresses, so a different distribution method is needed. Many younger staff members in the millennial generation are using their phones throughout the day, so capitalize on this usage by introducing company messaging.
3. Post training material electronically
Training content such as tips on proper room cleaning or how to use the reservations system is ideally suited to video formats, and should be easily shared through mobile devices. The communications should be very clear, and include hard deadlines for when any new procedures are expected to be in place. Use “read receipts” to confirm the employee views the message in order to keep them accountable.
4. Be proactive
If your hospitality company will be impacted by either good or bad news, then be sure you let employees hear it from management instead of the news or social media. You want to guide the message with any counterpoints and also illustrate a commitment to transparency that starts at the top. Staff don’t want to hear about a possible merger or downsizing from the internet, they want fast and honest communications from corporate management.
5. Choose the right employee communications platform
Communication tools that integrate seamlessly with HRMS systems (such as Oracle Peoplesoft, Active Directory, and ADP) are crucial for the widespread dissemination of information. They also take the communications burden off of HR staff, who can instead focus on retention, hiring, and encouraging advancement. Red e App syncs with the HR system to automatically authenticate employees, create list management groups and remote wipe an employee’s phone during departure or termination.
6. Make informed data-driven decisions
Advanced communications solutions will include data that allows you to tailor messages for optimal results. Does your cleaning staff have a lighter day on Wednesdays? Review the analytics to see if they have more time to read communications. If so, then make that your day to distribute the most important announcements.
7. Protect employee’s personal information
Allowing staff members to use their own devices to access information doesn’t mean you need to share their personal information to the group. Be sure you keep personal phone numbers and email addresses out of any communications to reduce any out-of-work harassment issues and the related liability.
Using a secure multi-faceted communications platform is a smart tool for hospitality businesses that want to efficiently inform and empower their employees. It’s ideal for a hospitality workforce that isn’t at a desktop checking email, but instead will utilize their own or company-provided mobile devices to do his/her job. Used effectively, such communication can improve training and retention, improve internal branding, and produce better experiences for guests.