Now that the COO knows that this is a serious problem, she convenes a Management Round Table, state manager’s conference, where the Engagement scores are revealed and discussed. Several issues may immediately become apparent. For example :
All states where Engagement Scores are higher have a higher retention rate for employees.
The states where Engagement Scores were higher tend to operate a job rotation scheme. This gives employees the opportunity to experience other job roles and work in other parts of the hotel. Career Development scores are consistently higher in all states that operated this type of job rotation scheme.
Repeat visitors to hotels were higher where employee turnover was lower. This was confirmed through customer repeat visitation reports.
Operating Margins were higher in all states where Employee Engagement scores were higher. The state managers felt this was because customers negotiated less on rates where they know the employees and negotiated harder on room rates where they had no emotional attachment or relationship with the hotel.
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