Bonny O'Connor's goal in keeping and managing people is simple and straight-forward: Make it a pleasant place to work.
During peak season, 40-45 employees call her Hastings House Country Estate their workplace and go the distance in ensuring housekeeping, grounds, and the kitchen exceed every element of each guest experience. O'Connor believes that each staff member’s absolute devotion to guests is one of the top things contributing to the success of the Saltspring Island estate and the international recognition it regularly receives.
Through a number of tried and true techniques, employees are made to feel welcome, rewarded, and an integral part of the big picture.
Here are some of the things O’Connor puts into action to keep staff happy, motivated, and returning year over year:
Recognition
Staff are praised, recognized, and singled out for their service. Whenever a thank you note arrives it is posted in a common area for all staff to read and celebrate.
Appreciation
The annual end-of-season party is a chance to show staff how much their dedication and service is appreciated. It’s a time to wind down from the hectic summer pace and for all to take pride in contributing to another successful season.
Promoting from within
Vacancies are most often filled from within. Experience in other areas of the property results in a remarkable understanding of how each department and its people work together.
Hiring those for whom quality is their personal pride
An inherent trait in delivering exceptional service is a personal desire to achieve a high level of quality, both personally and professionally. Candidates chosen to work at Hastings House stand out among others for a commitment to going above and beyond.
Bank time
Staff can bank overtime hours throughout the busy months and apply it to vacation time when the season is slower.
Little things count most
It’s often the little things that contribute to job satisfaction. O’Connor states that, although the wages may not be the highest in the area, staff choose to work at Hastings House because of the positive environment and the little extras that encourage a great work atmosphere.
- Housekeeping staff enjoy fresh muffins at each morning break
- Apprentices are hired from the local school and around BC with the hope of promotion following a successful tenure
- An atmosphere of fun, friendship, and camaraderie contribute to an enjoyable workplace that employees want to be a part of
Seasonality Strategies
As with many tourism businesses, seasonality can pose hiring challenges that require some special approaches.
- Staff is encouraged to embrace the four-month break at the end of each season as a time to pursue other interests before things pick up again. The off-season activities employees choose to participate in often enhance workplace skills. Recently, the Estate’s spa manager traveled to Thailand on her break and returned with new skills and techniques she successfully adapted to the spa.
- Recognizing that seasonal accommodation can be a challenge on Saltspring Island, O'Connor focuses on recruiting from the local talent pool. This can minimize the potential stresses of finding a place to live over the busy season.
O’Connor’s approach to people works. Hastings House Country Estate has been ranked first in Canada in the Top Places by Country category in the Zagat Survey's 2004 International Hotels, Resorts, and Spas Survey.
