STEP 10: Hiring & Managing a Team

We enlisted the help of our local small business bureau who linked us in with a return to work program running in our area.

Sandra had worked in a bank for 15 years before taking time off with her growing family.  She was enrolled in the back to work course and joined us on a sponsored employee programme which meant the government paid a good proportion of her onboarding and training costs.

If I was doing this again, the process would be more structured as follows:

Are the tasks you are doing worth your time?  Entrepreneurs often do everything because they think it’s an economic decision not to hire anyone in the early stages. But when you consider what you could be doing with the freed up time and find out how valuable that is, your world could change.  James Clear says it very succinctly in his post “The Value of Time: How Much is Your Time Really Worth?”.  It’s a lengthy article and could take some time to really grasp the concepts and do the calculations, but it’s well worth the exercise.

Once you have done this, you can decide what roles can be delegated, and begin to identify the  skills each role would need and how they will fit into the culture of your business.

• Clearly define the skills and qualifications required for each role in your company. Break down the tasks and functions of each role to understand what skills are necessary.

• Determine the most important skills and qualifications for successful job performance. Focus on finding people who meet these criteria.

• Look for industry-specific skills or certifications that are helpful for certain roles.

Each year in our company we hired a seasonal assistant to help out with guest issues.  It was vitally important to find someone who would not be fazed by an angry guest or owner, and who was able to defuse a situation and at times, mediate between two parties.  We found that second-year law students were the best fit, as they often had the right temperament to handle tougher issues.  

Our summer students found the experience to be highly beneficial to their resumés when they started looking for internships on completing their initial law studies.  Their testimonials made it easy for us to find the next student which was an added benefit.

• Think about the culture of your company, including your mission, values, and work environment. Consider things like teamwork, adaptability, customer focus, and innovation.

• Take into account the work environment - for instance if you have mostly remote staff.

• When interviewing candidates, assess how well they align with your company's values and culture. Look for shared values, attitudes, and behaviors.

• Consider candidates who have good interpersonal skills, can work well in a team, and prioritize customer satisfaction, as most roles in our industry involve hospitality and customer service.

It's important to note that these tests should be administered by qualified professionals and used as one piece of the overall hiring puzzle. Psychometric testing should not be the sole determinant in the hiring decision but rather used in conjunction with other assessments, interviews, and evaluations to gain a holistic understanding of the candidate's fit for the role and the organization.

The second person we hired in our company was someone to do data entry and deal with all the little things that took up time, were important, but go in the way of more strategic and operational tasks.  We used an outsourcing company to find us a VA in the Philippines.  The company used several psychometric tests to help with finding the right candidate, and they shortlisted three applicants.  We chose Hana and she is still with the company after 10 years.  She was perfect for the job, and we attributed that to her being the right personality type for the job, along with the hard skills she was selected for.

There’s a couple of things we learned from hiring many remote assistants over the years, because we made mistakes along the way.

• Time zone differences: If you hire remote employees from different time zones, you need to establish clear communication and scheduling protocols to ensure smooth collaboration.

• Self-motivation and discipline: Remote employees need to be self-motivated and disciplined to manage their work effectively without direct supervision. Consider assessing candidates' ability to work independently during the hiring process.

• Cultural differences: It’s important to research and understand any differences in work ethic, standards, and practices with workers from other countries. Learning about these differences can mitigate any challenges you might meet.

Create a comprehensive welcome package that includes essential information about the company, its mission, values, policies, and procedures. Provide an overview of the organizational structure, team members, and any relevant resources or materials.

This can be part of a lengthier staff handbook that includes systems and processes.  We use the Touch Stay platform to create a simple, readable handbook that could be read on any device, and easily accessed.

Workspace setup: Ensure that the new employee's workspace is properly set up and equipped with the necessary tools, technology, and access to required systems or software.  For remote 

Designate a mentor or buddy who can guide the new employee during the onboarding process. The mentor can offer support, answer questions, and provide insights into the company culture.  If this is a first hire, then that person is going to be you, so be aware of the responsibilities of sharing everything they need to be comfortable and happy in the new role.

• Orientation: Conduct a formal orientation session to introduce new employees to the company's culture, values, and mission. Cover essential information related to HR policies, benefits, workplace safety, and compliance requirements.

• General industry training: Ensure they have access to industry training that includes the history of the vacation rental business, hospitality philosophy, a glossary of terms (given the multitude of acronyms in this business!), a background in the legal and regulatory aspects of short term rentals, and an understanding of the landscape of the industry (OTA’s, direct booking, etc).

• Role-specific training: Provide role-specific training to familiarize new employees with their responsibilities, tasks, and performance expectations. This may involve shadowing experienced team members, participating in training sessions, or utilizing online learning platforms.  

• Introduction to tools and systems: Ensure that new employees receive training on the tools, software, and systems they will be using in their roles. Offer guidance on how to navigate property management software, communication platforms, project management tools, and other relevant technologies.

• Clear communication channels: Establish effective communication channels for new employees to ask questions, seek clarification, and receive ongoing support. Encourage them to reach out to their manager, mentor, or colleagues when needed.

Consider ongoing training and development, and provide opportunities for ongoing learning and growth through workshops, webinars, conferences, and industry-related courses. 

A well-structured onboarding and training program helps new employees feel welcomed, engaged, and equipped to contribute to your success. This Guide should give you enough material to start you thinking about your hiring strategy.