PART 2

As many of you here today have worked in the hotel industry for some time, I'm sure you have experienced the problem of high staff turnover in your hotels.

今天在座的许多人都在酒店业工作了一段时间，我相信你们都遇到过酒店员工流动率高的问题。

Every hotel relies on having loyal and experienced members of staff who make sure that everything runs smoothly.

每家酒店都依赖于拥有忠诚且经验丰富的员工，确保一切顺利进行。

If staff are constantly changing, it can make life difficult for everyone.

如果员工不断变化，可能会给每个员工的生活带来困难。

But why do staff leave frequently in many hotels?

但为什么许多酒店的员工经常离开？

Of course, many hotel jobs, such as cleaning, are low-skilled and are not well-paid.

当然，许多酒店的工作对技能要求不高，薪水很少，比如保洁。

A lot of managers think it's this and the long hours that are the main causes of high staff turnover – but what they don't realise is that it's the lack of training in many hotel jobs which is a huge factor.

许多管理者认为，这一点和长时间工作是员工高流动性的主要原因。但他们没有意识到，许多酒店工作缺乏培训才是一个重要的因素。

So, what kind of problems does a high turnover of staff cause?

那么，员工的高流动性会导致什么样的问题呢？

Well, having to recruit new staff all the time can be very time-consuming, and managers may have to cover some duties while waiting for new staff to arrive.

一直要招聘新员工是非常耗时的。经理可能需要在等待新员工到岗时承担一部分职责。

This means they don't have time to think about less immediate problems such as how to improve their service.

这意味着他们没有时间考虑一些不那么紧迫的问题，比如如何改善服务。

When staff leave, it can also severely affect the colleagues they leave behind.

当员工离开时，也会严重影响被他们抛下的同事。

It has a negative effect on remaining staff, who may start to feel that they too should be thinking about leaving.

这对留下的员工有负面影响，他们可能开始觉得自己也应该考虑离开。

So, what can be done to change this situation?

那么，我们能做些什么来改变这种情况呢？

Firstly, managers should stop making basic errors which leave their staff feeling upset and resentful.

首先，管理者不应再犯那些让员工感到不安和不满的基本错误。

When organising shifts, for example, make sure you never give certain staff preferential treatment.

例如，在安排轮班时，一定不要给某些员工优待。

All staff should be given some choice about when they work, and everyone should have to work some evening and weekend shifts.

所有员工都应该有选择工作时间的权利，每个人都应该在晚上和周末轮班。

If you treat staff fairly, they'll be more likely to step in and help when extra staff are needed.

被公平对待的员工更有可能会在需要额外人手的时候站出来承担工作。

Keeping staff happy has other tangible benefits for the business.

让员工开心对企业还有其他的切实的好处。

Take the Dunwich Hotel as an example.

以邓威治酒店为例。

It had been experiencing a problem with staff complaints and in order to deal with this, invested in staff training and improved staff conditions.

酒店在员工投诉方面遇到了问题，为了解决这个问题，酒店投资增加员工培训，改善员工的工作条件。

Not only did the level of complaints fall, but they also noticed a significant increase in the amount each customer spent during their stay.

不仅投诉数量下降了，他们还注意到每位顾客在入住期间的消费量也显著增加。

They have now introduced a customer loyalty scheme which is going really well.

他们现在推出了一项客户忠诚度计划，进展非常顺利。

Now I'd like to look at some ways you can reduce staff turnover in your hotels, and I'll do this by giving some examples of hotels where I've done some training recently.

现在，我想谈谈一些可以减少酒店员工流动的方法，我会举一些我最近培训过的酒店作为例子。

The Sun Club received feedback which showed that staff thought managers didn't value their opinions.

太阳俱乐部酒店收到的反馈表明，员工认为经理们不重视他们的意见。

They weren't made to feel they were partners who were contributing to the success of the business as a whole.

他们没有感觉到自己是为整个企业的成功做出贡献的合作伙伴。

This situation has changed.

这种情况已经改变。

Junior staff at all levels are regularly invited to meetings where their ideas are welcomed.

各级初级员工定期被邀请参加会议，他们的想法受到欢迎。

A year ago, The Portland recognised the need to invest in staff retention.

一年前，波特兰酒店认识到有必要投资留住员工。

Their first step was to introduce a scheme for recognising talent amongst their employees.

他们的第一步是推出一项计划，识别员工中的优秀人才。

The hope is that organising training for individuals with management potential will encourage them to stay with the business.

希望为具有管理潜力的个人提供培训，鼓励他们留在企业。

At Bluewater, managers decided to recognise 50 high achievers from across the company's huge hotel chain.

在蓝湖酒店，经理们决定从公司庞大的连锁酒店中选出50名成就卓越的员工。

As a reward, they're sent on an all-expenses-paid trip abroad every year.

作为奖励，他们每年都被派去国外旅行，费用全免。

Fun is an important element in the trips, but there's also the opportunity to learn something useful.

旅行重要的是要有乐趣，但也有机会学习一些有用的东西。

This year's trip included a visit to a brewery, where staff learned about the new beer that would be served in the hotel.

今年的行程包括参观一家啤酒厂，工作人员在那里了解了将供应到酒店的新啤酒。

Pentlow Hotels identified that retention of junior reception staff was an issue.

彭特鲁酒店发现保留初级接待人员是一个问题。

In order to encourage them to see that working in a hotel could be worthwhile and rewarding, with good prospects, they introduced a management programme.

为了鼓励他们，让他们看到在酒店工作是有价值的、有回报的，有良好前景的，他们引入了一项管理计划。

These staff were given additional responsibilities and the chance to work in various roles in the hotel.

这些员工被赋予额外的职责，并有机会在酒店担任各种职位。

Green Planet wanted to be seen as a caring employer.

绿色星球酒店希望被视为一个关爱员工的雇主。

To make life easier for staff, many of whom had childcare responsibilities, the hotel began issuing vouchers to help cover the cost of childcare.

许多员工需要承担育儿的责任。为了让员工的生活更轻松，酒店开始发放代金券来帮助员工支付育儿费用。

Louise Marsh at The Amesbury has one of the best staff retention rates in the business.

艾姆斯伯里酒店的路易丝·马什是保持业内员工留任率最高的管理者之一。

Since she joined the company, she has made a huge effort to achieve this by creating a co-operative and supportive environment.

自从加入公司以来，通过创造一个合作和支持的环境，她为实现这一目标做出了巨大的努力。

For her, the staff are part of a large family where everyone is valued.

对她来说，员工是一个大家庭的一部分，每个人都受到重视。

OK, now I'd like to …

好的，现在我想……