How to handle the hospitality employee dilemma

Compared to other industries, the service and hospitality industries employ a greater proportion of employees. During the pandemic, with forced hotel closures, the hospitality industry witnessed substantial furloughs and layoffs. And as we come out of the pandemic, the conundrum of finding and retaining hotel employees has reached new levels. To get back on track, it is important that we deliver great guest experiences, but we cannot do that without great employees. With travel demand returning faster than previously anticipated, addressing the problem will be critical to being profitable in the next cycle and will require all of the industry’s stakeholders to get involved. We all unanimously agree that hotels and hospitality provide one of the most dynamic work environments around and its capacity for upward mobility is perhaps the best in any industry. At the end of the day, what holds back the growth is the hike in employee turnover rate.

What are the causes

Expectations v/s reality

Having no idea what their responsibilities will be at work can be a major source of stress for many employees. The lack of clarity in job expectations may lead workers to look for a more fulfilling position.

Misconceptions about the job

Hospitality is a popular career path for young people. Unfortunately, it isn’t the best match for everyone––and they may find out after they’ve been employed. Not everyone is well-equipped to deal with the customer-facing duties that frequently accompany hospitality professions, whether in quick service restaurants, salons, spas, upmarket restaurants, or hotels. If a new hire’s employment does not match their personality, they may become dissatisfied with the role and eventually depart. You can train people to gain the skills they need to be successful in their jobs in some cases. It is more vital, though, to seek the correct personality traits during the recruiting process.

Too flexible/too rigid

Employees in the hospitality industry rarely work on a defined schedule, which is a significant advantage for many of them. Many people who desire some wiggle space in their schedule are drawn to the work because of the flexibility it provides. Unfortunately, this flexibility can lead to employees not knowing what to anticipate each week. If they don’t know what their hours will be, the work may wind up causing them more stress. Employees do not like to receive their schedules at the last minute. They also want a voice in which days they have off, whether they are unable to work, and when they are required to work lengthy or extra hours.

Inefficient communication

Communication is essential in every sector. However, in the hotel business, it is especially important that senior management and their workers communicate effectively about their requirements and expectations. Employees might become confused and discouraged if team leaders fail to adequately educate them on new practises. If these customer-facing personnel aren’t giving their all, the business as a whole suffers.

How to handle

1 – Preparing for the changing world

As competition for talent heats up in major areas, we can’t afford to contest solely against our competitors. Managers and business owners must examine competing industries that are trying to fill equivalent roles, such as those in technology, logistics, and retail. Without addressing this underlying issue, hospitality will struggle to withstand the rising instabilities in the hospitality industry, especially in the food and beverages sector.

2 – Better recruitment strategies

During the recruitment process, it is imperative that all parties structure and relate job growth opportunities better. Despite the importance of fundamental factors (competitive wages, competitive benefits, not just against hotel employers, but also against tech, logistics, and retail employers), the hospitality industry needs to emphasise the fact that jobs in this industry have really extravagant career paths. Only by reflecting the industry’s energy and entrepreneurial spirit can we expect to attract talent that would otherwise be drawn to occupations that appear to be easier or more financially attractive in the near term.

3 – Prioritising retention

Once hired, more must be done to boost retention and offer clear career paths. Organisations must prioritise the development of succession plans for important roles in order to avoid vacancies. If the industry continues to focus solely on current employment demands and chronic understaffing, a massive amount of resources will be spent on frequent training and onboarding. Furthermore, when leadership positions are empty, asset performance suffers. 

Moving on

The ideas discussed thus far will have an impact on you at the unit level, but let’s consider broader. Let’s take a look at growth, going public, and increasing your business. You will not be able to do any of these without a dedicated team. Having long-term staff means you have a bench of supervisors who can be promoted to managers, managers who can be promoted to general managers, general managers who can be promoted to regional managers, and so on. Worried about doing all these alone? Get in touch with the best hospitality consultants in Dubai. Auriga, your perfect hospitality partner.