Any opinions for using bonus programs to motivate staff?
What about bonuses based on occupancy? Do these work if they are thought through and designed well?
I would love to hear the positives and negatives of introducing incentive programs for staff and managers. Even for cleaners....
thanks
16 years
We have extra bonuses offered for staff if we get positive reviews.
Also if you have a decent salary offered it makes a good environment, but you can't solve everything with money. I had a post previously about staff motivation, it is in the staff performance thread here.
16 years
I worked at a hostel where morale and service were especially bad. I made a system where front desk workers could get commissions for selling tour vouchers. It increased employee morale for underpaid staff, and provided a useful service to backpackers because the tours were much cheaper than the other tour agencies. The "welcome speech" got a lot friendlier. Front desk staff could go on free tours on their days off and enjoy their jobs more...
Another system I've seen is where front desk workers would get $1 for each phone reservation they completed. Instead of trying to avoid taking phone bookings, front desk would compete to see who could pick up the phone faster... :)
16 years
I made a system where front desk workers could get commissions for selling tour vouchers.
Forgot to mention before, our staff gets commission for the tours they sold as well.
Another system I've seen is where front desk workers would get $1 for each phone reservation they completed. Instead of trying to avoid taking phone bookings, front desk would compete to see who could pick up the phone faster... :)
Jeeeez!
That's a real mission turning a craphouse into a normal hostel, a kinda job I'd take!
I wonder how could such places still exist, especially in the US! Haven't they heard of costumer service?
16 years
Jeeeez!
That's a real mission turning a craphouse into a normal hostel, a kinda job I'd take!
I wonder how could such places still exist, especially in the US! Haven't they heard of costumer service?
Many places like that still exist in the USA. It was much worse than bad customer service. I could tell many stories, but I'm afraid of damaging the reputation of hostels in general :D
I originally got promoted at that hostel because the FBI raided the hostel in a sting operation and took the manager away in handcuffs. Undercover agents checking in as backpackers, bullet proof vests, etc. This wasn't even the worst hostel in town.
I cleaned up a lot of the crap at the hostel, but management begins at the top. If the owners aren't good and they still insist on having their hands in the daily operations, then the hostel can never be fixed. That's one of the hostels that inspired the creation of HostelManagement.com.
I didn't create the $1 phone booking commission, but I think it worked well in those circumstances. Some of the front desk staff was only on work exchange, so it provided a little bit of motivation.
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