What "Team Experience Management" is - and why you need it
Eleanor Erickson
Josiah Mackenzie
January 10, 2023
78% of you said retaining existing staff is your top people priority this year in a recent poll on our LinkedIn page:
To learn how to do this, we're going to hear from Eleanor Erickson today, who was a general manager with Hilton for 20+ years, and now focuses on helping others with something she calls "Team Experience Management."
🎧 Listen to this 3-minute episode on Apple Podcasts or Spotify
The big idea: If staff retention and longevity are important to you, you need to build an intentional system for ensuring it.
"You have to be just as intentional about the experience your team has as you are about managing your P&L or guest reviews."
"Make Team Experience Management a part of your routine - put things on your daily checklist to support it - because it's that important."
"Your team experience is defined by your culture. And your culture shows up everywhere - from your curb appeal outside to your lobby to your social media presence."
"Are the rooms clean? Is the carpet ripped? What was my onboarding experience like? What benefits are offered? All of these things impact your team experience."
"Remember that team members are the first consumers of your corporate culture, even before guests come in the door."
"If you double down on your team member experience and make them feel like they're working in an amazing place, your guests will start feeling that way as well."
Today's challenge: How are you thinking about the experience of your teams - and creating a culture that shows you care about them by focusing on the little things?