Singapore – While commitment to guests is always a top priority in the service industry, Royal Plaza on Scotts’ general manager Patrick Fiat believes the team that keeps a hotel functioning should never be neglected.

Fiat, who has been recognised as this year’s best hospitality employer in Singapore by TravelWeekly, maintains that if the employees are happy, they will naturally be motivated to give the guests the best that they can. Furthermore, a strong emotional link between employees and the organisation will help foster stronger commitment and a greater sense of ownership amongst the staff. Fiat says, “When an employee stays in an organisation for long, they will often strive to make a difference by achieving the highest level of guest satisfaction.”

Similarly, a lower staff turnover equates to a consistent level of service, Fiat says. “They tend to be more familiar with the service standard and culture of the organisation and will be able to remember the individual needs of the guests.”

Some basic tips to keep the workforce happy include treating employees with respect, understanding their individual needs, enabling job rotation to sustain interest and creating opportunities for growth and learning development, while “not forgetting to reward them with a competitive compensation package”, Fiat adds.

Finally, to instill greater loyalty from the employees, Fiat recommends adding the element of fun and involving staff in the decision-making process with open communication.