International Survey Systems
Hospitality Resources

Hospitality Resources is a division of International Survey Systems providing specialized services to the hotel industry through Employee Satisfaction Surveys, Leadership Development Programs and Compensation & Benefits Surveys.

Employee Satisfaction Surveys

The firm provides comprehensive support to achieve a successful Employee Survey, including:

  • Design survey tools that effectively measure and report on items of key importance to the hotel.
  • Assist in developing administrative procedures and communication/promotional tools in order to achieve optimum participation levels.
  • Create customized reports with analysis by demographics and other key indicators such as:
    • Individual Department Reports and Department Comparisons
    • Job-level Reports
    • Length of Service Reports
    • Highest & Lowest Scoring Items
    • Industry Comparisons
    • Verbatim Written Comments
    • Specialty Reports
  • Provide surveys in multiple languages, as well as translation into English of any written comments in other languages.
  • Assist client in developing strategies to ensure participant confidence in the strict confidentiality of the survey process.
  • Complete data and records management.
  • Assist in creating strategies for communicating results and follow up on issues.
  • Rapid turnaround of all results and reports (usually 2-3 weeks depending on the complexity and volume of the translation required for the written comments).
  • Provide other assistance and services as needed to ensure project success.

Leadership Development Programs

Hospitality Resources provides a wide range of Leadership Development programs. Our programs are custom tailored to the needs of each client.

When people are sent for training, no matter how dynamic the trainer has been, when they return to work there is a tendency for them to go back to doing things the same way they used to.

The reasons are easy to understand:

  • Normally their manager is not involved, doesnít know what the trainee was taught, and so canít support the trainee. Because the manager usually isnít involved, the manager has little ownership in the training, so isnít that concerned that the training has a positive impact.
  • Because trainees usually donít get enough chance to practice new skills in the training session, they leave the class still being uncomfortable with the skills they were taught. Because they donít feel comfortable with the skills, they will often not want to try them when back at work for fear of appearing foolish.
  • Because there is no accountability for implementing things that they have learned, itís easier for trainees to stay within there comfortable old ways rather than risk trying new skills theyíve been taught.

Our approach to management training is designed to create the greatest possible transfer of skills learned in training classes to the actual job. How are we different?

1. Involve management Ė There are a number of ways to build in management ownership into the training and development process. Managers can be involved in developing the program, they can actually take the same class as their people, or they can be given a shorter briefing so they understand what their people will be learning, and what they are responsible for doing between classes.

2. Give trainees multiple chances to practice in class. Trying something once in class is often counter productive. People struggle with it and this makes it even less likely theyíll try it on the job. Three practice opportunities are usually enough, because trainees see improvement each time and gain confidence (none of this stuff is rocket science).

3. Trainees are given assignments to complete while on the job and are told they will be reporting on what they did and what they learned at the beginning of the next training session.

Just as important as helping the trainees learn, this approach insures that the organization gets a bigger bang for its training buck.

Some of the leadership programs we offer:

  • The Role of the Leader
  • Improving Customer Service
  • Goal Setting
  • Time Management
  • Running Effective Meetings
  • Understanding a P&L
  • Creative Problem Solving
  • Increasing Employee Motivation
  • Positive Discipline
  • Delegation
  • Interviewing
  • Training
  • Coaching

Each course is custom tailored to your organizationís needs and skill level.

Compensation & Benefits Surveys

Hospitality Resources performs annual Compensation & Benefits Surveys for the hotel industry in various regional markets.

These surveys provide information not found available from any other source, including reports such as:

  • General Findings Report (rooms, employees, ratios, relevant data collected, etc.)
  • Overall Statistical Report for entire region - Hourly & Salary Positions
  • Overall Statistical Report by grouping - Hourly & Salary Positions
  • Benefits Analysis, Incentives data
  • Luxury/Specialty Property Analysis (when appropriate)
  • Actual Data reported by each property - Hourly & Salary Positions (presented as to protect the confidentiality of each participant)
  • Individual Analysis of data from each property vs. the whole - Hourly & Salary
  • Custom Reports

Hospitality Resources Survey Results provide the information needed to intelligently evaluate a hotel's largest expense - compensation. By having accurate, useful data on the compensation structure in a competitive labor market, hotel management professionals can effectively consider industry trends and find opportunities for cost containment, reduction of turnover, improved budget analysis, and more successful recruitment efforts.

In 1999, Hospitality Resources introduced the survey in a new format using electronic media. Participants receive easy-to-complete spreadsheets via e-mail or shipped disk. Results are returned in the preferred medium of each participant. The electronic format allows each participant to manipulate the data for individual purposes such as budgeting and further in-depth analysis.

What is required of each participating property? Each property is required to do only two things:

  1. Complete the hourly and salary spreadsheets giving their hotel information as accurately as possible
  2. Return the completed forms to Hospitality Resources in a timely manner (usually 2-3 weeks)

Hospitality Resources manages all other aspects of the survey. The complete survey cycle, from the date of identification of all participants until reports are returned, usually takes 6-10 weeks.

Contact for a project quote or further information.