HB ON THE SCENE: IH/M&RS Focuses On Diversity

NEW YORK– Succeeding with a diverse workforce at the property level was the focus of the keynote address on the second day of the International hotel/Motel & Restaurant show here. Dallas-based consultant Hattie Hill identified a series of goals for GMs to help them understand the global environment they work in today and to assist them in developing their own leadership capabilities. “Im always amazed when I visit the employee cafeteria at your typical hotel today at how much it resembles the U.N.,” Hill said. “Not only are language issues a concern, but employees of different ethnicities–not to mention different ages and genders–bring their own cultural perspectives to bear when they come to work.” Given the cost, time, and effort associated with recruiting, it compels GMs to pay attention to how existing employees perceive management, Hill said, because these employees are a likely source of referrals for future employees from their own ethnic group. “If youve taken the time to learn their culture, it not only makes you a better leader, but ensures employees are promoting your hotel as a great place to work,” she said. “The goal is to create an environment where qualified candidates come to you, rather than you having to seek them out.” In addition to being leaders themselves, GMs have the front line responsibility for growing employees own leadership skills. Hill used housekeepers as an example. “The challenge is to empower people to instill pride and take ownership of their jobs. for housekeepers, its the difference in attitude between merely making beds and making the guests home for the night comfortable,” she said. With Hispanics the countrys fastest growing demographic, Hill recommended GMs organize language classes at the property, whether face-to-face or online. “Non-English speaking employees are much more engaged and able to provide better service with even rudimentary English language skills, she said.