The Importance of Loyalty by Girolamo Messeri
Girolamo Messeri is the Assistant Director of Food and Beverage at a Premier Stadium Club.
I
have always heard the word “loyalty” since my first steps in hospitality. In
our industry, especially Food and Beverage, Loyalty is hard to come by. Our
industry has an astonishing turnover rate of almost 75% according to the National
restaurant Association. This is by far the biggest number
of any industry. Many restaurateurs and hoteliers put the blame of this on the
“line employee” that does not believe in loyalty and only follows money. With
my years of experience, I started to understand that this was not the case at
all.
An important part of hospitality is in its leaders and how they place their team members.
The most loyal employees worked for great companies and great leaders, that placed them first in the importance to have a successful company. One of these companies, has a small chain of super high-end hotels across the country. They had multiple initiatives to reward their employees as well as great benefits, competitive pay and much more. By doing so they have ab great retention rate, but they also became the first hospitality company to achieve 5-star 5-diamond at all their properties in less than 20 years. Not only that, but their net revenue was also the highest per hotel than any other company in the US.
This shows the importance of treating your employees right! By doing so you guarantee them a great experience, and your company constant growth and financial success.
I have witnessed this firsthand.The concept of Servant Leadership has always fascinated me, and I use it extensively. When I started at one of the best country clubs in the state, I found a demotivated team. My priority was gaining their trust and increasing their morale. Slowly negativity started to fade away, and results came in. I showed them that I was working for the team, to get them the tools they needed to achieve their goals. We created a “happy place” where my team was able to constantly beat their goals, creating brand loyalty, and increasing their income exponentially.
Once I left for my new career in stadium clubs, many of my team-members followed me. I constantly celebrate them, reminding them that I am nothing without them in the long run.
I believe I have achieved the secret to Loyalty, which is being loyal to your employees.
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