Radisson Hotel
In August 2009, we interviewed two individuals from two properties in Saskatoon: Joyce Bodnar, Manager of Human Resources at the Radisson Hotel, and Yvonne Hydomako, Manager of Human Resources at the Sheraton Cavalier.
Both the Radisson and the Sheraton Cavalier are full service hotels that employ 200 and 250 full- and part-time staff respectively. Although Bodnar and Hydomako used different adjectives to describe their properties' organizational values (Bodnar - engagement, anticipation and delivery, Hydomako - warm, connected and community), both stressed the importance of customer service.
Each noted that a key component to motivating staff to share their properties' organizational values is training and development, including educational programs on how to connect with guests and create a positive experience for guests.
In addition, both highlighted the importance of inspiring supervisors to take on mentorship and training initiatives.
At the Sheraton Cavalier, management inspires supervisors to take on mentorship and training by investing in the personal growth and development of supervisors. Individuals at the supervisory level who pursue personal training goals are both recognized and encouraged to train and mentor frontline staff.
At the Radisson, management is trying something new. In June 2009, supervisors and managers were invited to attend a Lunch & Learn to discover how to improve their mentorship and training skills. Bodnar said these lunches are intended to take place on a monthly basis and will feature guest speakers on topics deemed important by supervisors and managers.
When asked if staff members who are participating in the Transforming the Tourism Workforce project are performing differently as they work through their training materials, Bodnar noted that since the project began many participating employees are demonstrating more passion, engagement, and pride in their work.
Hydomako said participating employees are more motivated, explaining that participants are talking about the project to other employees, which has created a "ripple effect throughout the property".
"Frontline staff is very interested in participating because of the positive reaction of supervisors," Hydomako said, adding that supervisors were involved in the selection of frontline project participants.
Hydomako concluded by saying that she hopes the project will "keep people motivated to stay in hospitality", while Bodnar noted that its undertaking "shows an appreciation for the industry".
