In order to beat the talent crisis, this orthodoxy must be overturned and the mental model must change. There are a lot of ways to experiment with new labor models without throwing the baby out with the bathwater.
Brands such as Peloton and Airbnb (hosts) enable employees to not just build the brand, they become the brand. SoulCycle has taken it a step further and launched a talent agency for their instructors.
Hotel operators can start by enabling front-line employees to respond to customer reviews. Rather than having the General Manager or Guest Relations representative respond to reviews, or outsourcing responses, employees should be empowered to engage directly with consumers.
Ultimately, hotel employers must trust their own people. They can start with allowing their employees to directly engage customers who leave reviews that mention them. Hotels could also enable employees to receive 1:1 reviews from guests who are part of their loyalty program. Evolving the work culture to incorporate customer reviews into the employee career path, compensation and benefits will increase employee engagement, loyalty and customer service. It can also help create a meritocracy where high performers are recognized, promoted and compensated based on 1:1 customer reviews.