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5 Easy Ways To Reduce Turnover At The Front Desk – By Cathy Cook

Modern luxury hotel reception counter desk with bell

5 Easy Ways To Reduce Turnover At The Front Desk

With one of my main roles at KTN being to conduct front desk hospitality training worldwide, one issue that always seems to surface is turnover at the front desk. Turnover everywhere in the hotel staff is a major challenge in tight labor markets most hotels operate within, however it seems to especially be an issue at the front desk.  Certainly, working at the front desk can be a stressful job as we are dealing with guests who are arriving after a long day of travel disruptions and frustrations and therefore prone to over-reaction to even the smallest challenges.  Also, regardless of where any gap in service occurs during a guest’s stay, it is most often reported to the front desk associates.

Although much has changed in the 37 years since I started my career, working my way up from a front desk clerk to Front Office Manager at very large hotels, even with all of the new technology we are still a people business.  Great hotel leaders all know that if we take care of our people, they will take care of our guests. 

I spent my first 16 years at the front desk, most of it as a front desk supervisor and manager before moving on to corporate positions, and turnover was always an issue when I would first arrive.  Yet by respecting my associates and treating them like family, I was able to forge strong relationships that kept my people loyal.  Not only did they stay on board much longer, but many of them are still beloved personal friends to this day. 

The key to reducing turnover starts at the top with you as a Front Office Manager. By following these 5 simple and easy suggestions I am confident you too can reduce turnover at your Front Desk as well as any other department at your property. 

Probably every Front Office Manager I know would love to provide a hefty pay raise and more holidays off, but realistically that is never going to happen.  By treating the front desk team more like family and engaging with them personally, you will be able to increase loyalty and reduce the desire for job-hopping.  

– M. Cathy Cook

– February 2019

M. Cathy Cook is the Executive Director of Training & Development for the Kennedy Training Network, Inc., a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Cathy also is heads up KTN’s Front Desk “Heart of Hospitality” Certification process. Email her directly at:  cathy@kennedytrainingnetwork.com or visit www.kennedytrainingnetwork.con

Posted by on February 8, 2019.

Categories: Trends

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