Improving Service in a High Turnover Labor Market

A 4-star hotel in the mid-South engaged Carpedia to help with increasingly high turnover resulting in the need for temp labor. The high churn constantly produced a large pool of new employees with less than desirable guest-scores. ​

The productivity losses associated with the constant learning curve – coupled with the high wages paid to temp employees – also meant our client was effectively making a premium investment in its personnel but was paradoxically eroding the guest experience at the same time.​ 

Since the very nature of the labor market wasn’t going to change in the short-term, the focus became how to mitigate the effect of high turnover. The strategy was three-pronged and involved shortening the onboarding process, maximizing output from existing full-time employees, and better equipping managers with planning and execution tools. The project spanned operations in Housekeeping, Laundry, Guest Services, Food & Beverage and Engineering.​