By Cayley Dow
Recently, my work brought me on an adventure into the technology sector where I was introduced to ‘agile principles’ for the first time, and ever since, I’ve been ponding their importance to work culture. Originally developed to improve software development in the tech industry, these principles have transcended their origins and are now transforming other industries, including hospitality. Agile methodologies promote iterative processes, team empowerment, and a people-centric approaches, all equally relevant to the rapidly evolving hotel industry.
The ‘Agile Principles’ Defined
Agile principles improve operations, enhance customer experiences, and drive innovation. These include:
Guest-centricity: Guests are at the centre of every decision. Employees are empowered to go further to meet guest needs, even if it means deviating from standard procedures. Flexibility and personalized service are key to creating memorable experiences.
Adaptability and flexibility: Operations adjust swiftly based on changing circumstances, such as handling last-minute bookings, accommodating special requests, or re-assigning employees to meet shifting demands. Agility is being responsive and adaptable.
Empowerment and autonomy: This abandons the top-down structure and allows employees to make decisions on their own to enhance the guest experience. Guest agents, housekeeping, and restaurant servers are trusted to take initiative, resolve issues, and deliver personalized services without barriers.
Continuous improvement and learning: This means frequently gathering feedback from guests and employees, quickly learning from failure, and being open to experimentation. Whether it’s refreshing a menu, updating room amenities, or improving check-in procedures, continuous improvement is part of the culture.
Collaboration and communication: Front-desk staff, housekeeping, food and beverage, and maintenance teams must work together seamlessly to avoid silos and ensure a smooth guest experience.
Growing an Agile Culture
Growing agility in the workplace requires a shift in both mindset and practices. Here are key strategies for an agile culture:
Cultivate a growth mindset: Encourage employees to embrace challenges and make decisions. Provide training to handle various scenarios and inspire ownership in their roles. This empowerment allows for quicker responses to guest needs without needing constant managerial approval.
Leverage technology: Utilize tech-driven systems to enhance operational agility. Mobile check-in, AI-powered guest services, and smart room technology enable more personalized and efficient experiences. For example, AI can predict guest preferences from previous stays, adjusting room settings or offering tailored promotions. Real-time data on occupancy, preferences, and service performance supports agile decision-making.
Break Down Silos: Promote collaboration between different teams to share insights and address challenges. Engaging in cross-departmental discussions helps teams better respond to changing guest needs and operational demands.
Promote role flexibility: Encourage role flexibility and cross-training. Employees should be trained in multiple areas to adapt as needed. Front-desk staff could assist with concierge duties during peak times, or housekeeping could support food-and-beverage services during events.
Agile teams are equipped with skills to handle disruptions. During the pandemic, agile teams were most swift to implement contingency plans, adjust operations, and maintain clear communication with guests and staff. Adopting agile principles, as the technology industry has, will be key to maintaining a competitive edge in the future.
