Communicate Connect Care

Shaun McKeogh suggests strategies to motivate and engage employees through these challenging times

Who could have predicted this time last year, that 2020 was going to be the catalyst for so much change around the world, impacting family, business and culture the way it has? The way we do things, the way we engage with people, and the way we conduct business, has certainly been forced upon us. The attractions and leisure industry have certainly suffered a huge set back, but as always, demonstrates patience, nimbleness, creativity and adaptability to get back to the serious business of selling tickets to fun.

It is difficult to summarise where we are right now, as no matter where you are in the Asia Pacific Region, we can guarantee that your attractions specific situation, your challenges, your restrictions, and your state of operations will be very different from an attraction in another part of the Asia Pacific Region. We may have suddenly closed our operations, had to make staffing cutbacks, reopened with new standard operating procedures and capacity limits, and possibly your operation may have closed again or alternatively is booming with domestic guests hungry to escape from the reality of a changing world for just a day. All our circumstances are unique and challenging right now. What is common among us all at this very point in time, is the need to keep our Team Members motivated and engaged, no matter where we are, as our businesses continue to navigate a fierce and unpredictable storm.

Many workplaces the world over, have learnt the hard way when it comes to keeping employees motivated and engaged through the various stages of business operations. When businesses had to cease guest facing operations for a period of weeks or in some cases months, some companies simply didn’t have a plan for keeping their employees at home, engaged and informed. In these cases, employee morale, mental health and continued employee engagement has been impacted. Yet those companies that maintained contact, kept employees in the loop regarding what’s going on, and strategically ‘cared’ by keeping employees engaged in creative ways, now reap the benefits of such strategies, with resilience to the changes, loyalty, guest smiles, healthy workplace relationship and enthusiasm to get back in and do whatever is needed to get back on top again.

Business continuity is important especially during times of crisis. Losing good people is a high cost to the business. Losing good people from the operations, stops the business from growing and improving. Losing good people from the business doesn’t look good. With each person that departs the business, the business depletes the knowledge, skill and experience it worked so hard to build up.

Communicate It is a fact, that rumors fester and grow out of control when no information is communicated. Unaddressed rumors can be toxic to employee engagement. Keep someone in the dark and things are bound to go wrong. Turn the light on, show people the way, be transparent, keep people well informed, and listen to their needs, and respond appropriately to them, is excellence in communication. Employees become more fully engaged when communication is strong, honest and two-way. Many smart attractions developed a communication strategic plan focused on keeping employees in the loop during closure of operations. Some already had strong communication platforms such as ‘Team Member Newsletters’, ‘SMS Messaging Services’, ‘Organisational Intranets’, ‘Online Group Chats’, ‘What’s App’, ‘Wechat’ and ‘Facebook’ Team Member communications. In these instances, Team Members have really appreciated being kept in the loop and feel more connected to the business.

Connect Employees, want to work for organisations that create connections. Leaders that develop a workplace environment, protocols and initiatives to help their teams to be more connected with all of these, will be well on the way to getting it right. This can be achieved through intentional workplace practices and planning that enable employees to be more connected. Numerous attractions responded and created ‘Digital Chatrooms’ for Team Members. A private place in the digital space, for Team Members no matter where they were situated in the lock downs, to post pics, messages and engage in work related and colleague related conversations to keep them connected, and in doing so, building stronger employee engagement.

Ferrari World Abu Dhabi.

Care Some attractions adopted ‘Weekly Care Calls’. Direct Supervisors and Managers personally reach out with a phone call to Team Members each week. Checking on the Team Members welfare, keeping them informed on the status of operations, but most importantly, affirming with the Team Member that the business cares for them. When Team Members experience ‘care’, loyalty and engagement increases.

Recognise Recognising employees for the consistent behaviors that contribute towards workplace success is critical, because most people need to feel valued, and to know sincerely that their individual contribution is appreciated. It is common practice among leading attractions to have multiple ways in which managers are encouraged to recognise employees. COVID-19 has highlighted the need for recognition of a different kind. When Team Members have been forced to remain away from the workplace, the demand for recognising Team Members that are still part of the Team and organisation is increasingly important.

Even when businesses haven’t been able to say when this will be over and employees will be back in the workplace working again, the need to be recognised while at home in isolation developed, as did some creative ways to address this. Managers from Ferrari World Abu Dhabi and Enchanted Kingdom in the Philippines both recognised the need to be one team and communicate a united voice by creating ‘Virtual Choirs’. Sent to employees and partners, the Virtual Choirs reminded the Team Members that they were still part of an organisation that brings smiles to people’s faces through familiar faces across the organisation that joined in a united song.

Develop Covid-19 has also created opportunities for developing our Teams, utilising the flexibility of ‘online learning’ tools. Never before has there been such diversity and availability of online learning resources, with many offered to our Team Members complimentary or heavily discounted in connection with our international and domestic attraction industry associations. When our Team Members have more time and are looking for ways for the business to engage them, there is no better way than by offering Team Member development opportunities.

Employee Engagement at world class attractions is critical to both attract and retain quality Team Members. World class attractions are well known for their focus on ensuring Team Members are engaged and enjoy where they work, because they understand that they will get the best from them. Employee Engagement is all about the strength of the emotional and mental connectedness that employees have toward their workplace. The stronger the connection, the more the employees become ambassadors for your brand and advocates for the mission of your organisation. Whether your Team Members are at work, working from home, or waiting for your operation to open and come back to work, a review of your employee engagement strategies and strengthening them to adjust to the current world circumstances, will reap huge returns for your attraction. The positive outcomes for reviewing and strengthening your employee engagement strategy speak for themselves: • Increased employee loyalty • Stronger retention • A safer workplace • Improved guest service delivery • Improved productivity • Higher sales • Happier employees! Shaun McKeogh is founder and President of Attractions Academy, providing global training solutions to the attractions industry. As a result of COVID-19, Attractions Academy has launched new virtual training opportunities. For more information go to www.attractionsacademy.com

Hong Kong Disneyland employees practice COVIDSafe measures

Hong Kong Disneyland park officially reopened to the public on 25th September 2020 continuing its health and safety measures such as capacity control, requiring face masks, social distancing and with staff trained to perform temperature checks and effective cleaning and sanitisation of the park.

Hong Kong Disneyland staff now offer character experiences in a new way, including selfie spots around the park to allow guests to take photos with their favourite characters with appropriate social distance. Also in compliance with the government’s latest regulations, live performances will be conducted only in outdoor venues.

The park will also continue to control capacity as required by the government. The online reservation system will remain in place, with all guests being required to reserve their visit date with valid tickets or membership cards through the Hong Kong Disneyland Park Visit Reservation website prior to arrival.