The Opportunity Every Hospitality Chief Human Resources Officer Has to Drive Revenue

Today, employee engagement measurements frequently tell a disheartening story of growing numbers of disaffected workers whose alienation from their organizations and jobs too often has led to suboptimal service, rising customer dissatisfaction and defection, and disappointing shareholder returns.

This situation presents a key challenge to the hospitality sector, as it does to all B2C businesses. Yet lackluster employee engagement is a major opportunity for chief human resources officers (CHROs). By helping their company’s leaders define the organization’s purpose, values, and vision, CHROs can play an outsized role in improving employee engagement, customer satisfaction, and shareholder value.

In this paper, we show the crucial roles that CHROs played at companies whose high levels of employee engagement have had a big impact on customer satisfaction and financial success: Vail Resorts, Marriott International, Southwest Airlines, Starbucks, and other companies.