When the Brookstreet Hotel celebrated its 10th year of business in June, it also celebrated 25 employees who have been there since the beginning.
© Mark Holleron
Brookstreet Hotel's Annie Corriveau (left) and Patrice Basille.
By Jacob Serebrin
While many service industry employers expect high turnover, that isn’t the case at Brookstreet.
“We try to hire people who want to work in the service industry as a career,” says Annie Corriveau, the hotel’s director of casting and wellness.
The use of unique job titles is one way Brookstreet tries to promote its company’s culture: working in human resources is “casting,” while job interviews are “auditions.”
“When you’re servicing guests, you’re in the spotlight, you’re on,” says Ms. Corriveau. “It’s a show.”
The company also works to create a team-oriented culture, Ms. Corriveau adds. All staff – from the general manager to the housekeepers – wear the same black uniforms, and no one wears a name tag. This means staff members are forced to learn and remember each other’s names.
“All these little things create a feeling,” says Ms. Corriveau.
This approach isn’t just for show. The hotel’s executives meet with the entire staff every two weeks, and employees are encouraged to get involved and talk about the business, Ms. Corriveau says.
Because we’re not corporate, because we’re independent, we make decisions based on feedback we get in the building.
“We listen to them,” she adds.
The company also provides several perks, including discounts at the hotel, its restaurant, spa and golf course.
For Ms. Corriveau, having an engaged staff is good for business.
“What we see are guests coming back because of the staff,” she says. According to Ms. Corriveau, keeping employees happy is part of maintaining a high level of service.
The company also gives out quarterly awards to staff members who are nominated by their peers. The awards are presented at a wine-and-cheese event and the winners get a paid day off.
No. of ECAs: 4
What they’re doing right:
Team-oriented cultureQuarterly employee awards