Employee Experience = Customer Experience
The Hospitality sector has one of the highest numbers of disengaged employees. High staff turnover, frequent absenteeism, and a shortage of skilled candidates are only part of the problem. Hospitality jobs have traditionally offered low pay and long hours, leaving many workers feeling unappreciated.
The employee experience (EX) directly relates to the customer experience (CX) and has a direct impact on a hospitality company’s brand as well as ratings. As J. Willard Marriott, founder of the Marriott Corporation has said: “Take good care of your employees, and they’ll take good care of your customers, and the customers will come back.”