To homogenise customer experience across hotels it is very important for the employees of the hotel to be motivated and exuberant while dealing with the customers
What do you think are the major challenges for CEOs in your industry?
India is witnessing tremendous growth with increasing interest from global players who are investing in the industry while the Indian players are also on an expansion mode. In this phase, there are several challenges which CEOs face. Firstly, the challenges of recruitment and retaining talent by innovative HR Practice, opportunities for career and development; secondly, giving an edge to its customers in terms of service, quality standards, etc as compared to the competitors; and finally providing a value-for-money proposition to the guest experience at the hotel.
What are the challenges for large chains in homogenizing customer experience across hotels?
To homogenize customer experience across hotels it is very important for the employees of the hotel to be motivated and exuberant while dealing with the customers. Hence, it becomes imperative for a hotel to indulge into employee engagement programme. I believe, that when it comes to employee engagement, both employee orientation and appreciation are a must. Firstly, orienting employees to delight customers is critical to the success of an organisation. Secondly, appreciation is the best way to raise the motivation level of any individual.
There is increasing focus on the perceived shortage of skilled manpower in the hospitality industry. What do you see are the causes of this talent crunch and the ways to overcome them?
The Indian hotel industry is growing at a lightning speed with the influx of global players entering the Indian market, Indian players on a move towards expansion & various real estates developers also set to enter the industry. This growth has lead to shortage of skilled manpower in the hospitality industry. Few ways to combat this talent crunch are to focus on training and development, ensuring HR policies are in sync with employee growth and competitive compensation.
Jean-Michel Casse is the Senior Vice President, Accor India