When we as cast members seek to make magic, it is not always as obvious as giving out buttons or balloons for something celebratory. It requires us to anticipate needs and desires, as well as listen to what is not being said. As I have come to acknowledge, magical moments do not have to be big productions, but moments of connection with guests, which can make a lasting impression. I would venture to say that the same goes for management when overseeing a team. Throughout the years of working in various industries, and companies, I have found that when employers take better care of their employees, it trickles down to employees to take better care of their guests, which lends itself to a unified team, and a stronger as well as successful company. Since we tend to be in the frontline and can relate crucial feedback from guests to management, we can be a vital source of improving and progressing an organization.
Hospitality is one of the largest industries with vast opportunities from entry-level to the more experienced positions, and because of that, it can be a revolving door. “Turnover [is] one of the main challenges to the hospitality industry and …turnover cause[s] a significant loss in productivity due to the drain of experienced employees.” (Self 60) As Self and Dewald discuss in Why Do Employees Stay? A Qualitative Exploration of Employee Tenure, management must be strategic when seeking to fill positions because “effective hiring begins with effective interviewing” (61) Training is imperative in getting a new hire in sync with company culture and protocol, and takes time away from the day-to-day operations, so minimizing this reduces costs, and disruptions to daily operations, so that the focus can be on growing a company rather than filling voids. (62)
Being transparent with expectations for roles being filled is just as important as finding ways to have employees remain loyal to a company as “there is a relationship between lowered turnover and higher morale.” (60) These methods can come in the form of monetary compensation, benefits, perks, advancement opportunities, praises, or the like. (61) We like to be appreciated for the work that we do, and the progress that we make as well as when something needs to be worked on. In knowing that we are respected, valuable, and not just replaceable allows us to feel invested in the company that we work for, which leads to improved individual, team, and company morale.
Suzanne Tran
Front Desk Cashier
Fort Wilderness Resort and Campground
