The
‘Service-Profit Chain’ highlights the benefits of employee satisfaction to the
success of the hotel (Heskett, 1997).
Happy
Employees are Productive Employees
By creating
a positive working environment for internal customers we create better employee
relationships, better communication and increased morale. We acknowledge that a member of staff who feels part
of a team and is highly motivated will give the best customer service. A recent Forbes study showed that
happiest employees can be 50% more motivated and productive in the workplace (www.forbes.com). Therefore by increasing employee satisfaction
and creating happy internal customers we boost productivity and add value to
the hotels service quality.
Satisfied
Employees Create Satisfied Customers
Added
service value generated by internal customers is passed to the external
customer during service encounters. Increased
customer satisfaction will increase customer retention and the hotels
reputation. There is also a two way relationship between internal and external
customer satisfaction as a satisfied customer can also create a satisfied
employee.
The Bottom Line
A happy
workforce increases employee retention and create savings with lower
recruitment and training costs for new staff. Increasing customer retention
therefore increases the hotels bottom line profitability and at Tenface we like
to reward those involved in our success.
It Pays
to Be Happy at Work
A
successful company has more to offer employees through job security, rewards
and other benefits. Therefore happy employees are not only critical for the
organisation's success but for their own personal success.
Internal customers are easy to overlook in favour of external customers. At Tenface we do not as we recognise hotel employees as being key to facilitating the hotel’s success.