Do you want your team to be the best?
You know the adage… “What happens if we train our staff and they leave?” Well… “What happens if we don’t train them and they stay?” If you want your team to be the best, read on…
Too often in the travel industry environment we see performing travel staff promoted to continue their good work in management roles, only to see their subordinates depart soon after. Many managers and leaders come up through the ranks without ever having had any management development or training. They sometimes don’t have a clue on how to train, develop and motivate their staff, and the experience of their staff is damaged as a result.
We find that many staff don’t leave their travel roles because they want to be remunerated better, although of course there are those that do. They leave because of certain circumstances within the business – whether it’s their manager or in fact the company’s lack of development planning.
You will be surprised at how many travel companies fail to provide feedback to staff and do not encourage regular reviews. Staff don’t know what they’re doing right, what they’re doing wrong, where they need to develop, etc. And managers, appointed without the necessary training, don’t know how to provide that feedback.
As a result, staff feel completely disengaged and demotivated. Quite often, they don’t even need to be publicly recognised for doing a good job or given a reward. Even just a private thank you from their manager and some feedback go a long way to improving the employee experience.
Key to employee experience in the travel industry is for managers to receive management training. Wouldn’t you want your team to be the best? Wouldn’t you want to be respected? How can you expect employees to be happy with their work environment if their managers aren’t trained to be proper managers?
When you appoint someone in a management position, there should be certain pre-requisite training, including how to provide feedback, how to set someone targets, how to deliver one-on-ones, and finally, how to listen, etc.
Staff engagement improves their experience. You’ll get some wonderful ideas from your staff on the ground, instead of just telling them what you want them to do. A bit of collaborative conversation is necessary and if your staff is way off base, coach them to get on the right track. Collaboration and coaching go hand in hand. And when staff are involved in training programmes and they’re being developed, they are even more motivated.
Furthermore, some businesses have yet to instill a strong corporate culture with a vision and set of values. Engaged employees understand what the company stands for, and how they contribute to it. They are informed about what is going on in the travel industry and how the company performs within the travel industry.
Important for employers within the travel industry is to remember that your staff are individuals and their experience of the environment, their manager and the company is not going to be consistent across the board. Your managers need to be trained to get the best out of them.