www.calodging.com March + April 2024 7 Japanese term meaning change for the better or continuous improvement. “We focus on learning and growing from our mistakes and becoming a better team together,” she said. Hilton also focuses on that mission of growth through investing in its employees’ career development. According to Maginnis, Hilton has over 25,000 courses, allowing employees to pursue certifications in several fields. Hilton provides tuition-free education opportunities from English learning to high school completion to college prep and select degree programs through its debt-free education program. “While most Hilton jobs don’t require a college degree, if that’s the dream of our team members, we want to support it,” Maginnis said. “We take pride in team advancement and giving people opportunities,” added Aphayrath. Over at the Best Western Plus Novato Oaks, General Manager Michelle Duffy said that creating a family-like environment is another critical factor in retaining employees. Many of her team members have been with the hotel for as many as 40 years—she has been there for 25. “My maintenance engineer just retired after 40 years of service,” she said. “You can’t put in 40 years and not love your job!” According to Duffy, that family atmosphere consists of valuing each team member, fostering a sense of pride in their work, and creating bonds that employees don’t want to break. Duffy says she greets every team member by name daily and provides kudos when they deliver exceptional guest experiences. “They are the most important part of our organization, and I think that letting them know they are valued makes them want to remain part of our hotel family.” For Oliff and the Sensei Porcupine Creek team, that family-centered culture and mission of trust and growth extends beyond the property’s walls and into the local community. The Sensei team has a representative dedicated to maintaining open communication with neighbors, partnerships with local organizations and participation in community events. This involvement enriches the community and contributes to the well-being of the employees, who take pride in being part of a socially responsible organization. “Many of our team members are from the local community, so the programs we help fund and volunteer will not only support the community, but they go directly back to supporting our team members,” Oliff said. Hoteliers are implementing a wide variety of strategies to recruit and retain employees. Still, the underlying theme is the same: people are a hotel’s most important asset, and to become an employer of choice, hotels should commit to creating an environment where employees experience professional fulfillment and genuine belonging. In Maginnis’ words: “Being an employer of choice requires a commitment to values and providing the tools, resources, and benefits team members need to have a fully human experience at work.” “ Hiring your talent is one thing; making sure they join a team that is proud of their work and their property is another. –Frederique Falour-Yalniz, Sensei Porcupine Creek’s Director of People Operations FEATURE
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