It has been a prolonged, perfect storm for the hotel and hospitality industries. Brexit was followed closely by the pandemic, leading to major staff shortages in the hospitality industry generally, with many workers having moved to other sectors less impacted by government-imposed lock downs. Many are unlikely to return to the sector.
Labour shortages are a major issue across the whole economy, but the hotel and hospitality sector has been hit particularly hard, with the attraction and retention of staff the number one challenge for most hotels.
Although hotels are competing to attract and retain staff, ultimately, the sector is competing against other sectors rather than just inwardly. Therefore, does there need to be a major rethink about the way the sector presents itself to the outside world in order to attract talent? Working in hospitality can help develop transferable skills for those intending to join the sector on a temporary basis. For those looking for a more permanent career, the potential for rapid progression is greater than in many industries. The breadth of opportunities is substantial. Most importantly, whilst it can be hard work and potentially long hours, the work can be fun, with high levels of camaraderie and team spirit.
After all, the guests you are dealing with are looking to enjoy themselves and seeking a pleasurable experience. What could be more rewarding than trying to make this happen?!
Imagination will be required to tap into reservoirs of potential talent, like offering apprenticeships to school leavers. The industry must also overcome its perception issue and demonstrate the opportunities available, the career progression and the fun that can be had.
Manage guest expectations
How could you deliver guest satisfaction despite being short staffed? The trick is to be aware of your situation and be honest with your guests. Let them know of limited restaurant availability and warn them to book in advance, to ensure there will be sufficient staff available for their needs.
Set priorities
Your hotel can still provide a standard of excellence if you manage your time. A decision to focus on the biggest areas that affect guest satisfaction, such as quick responses to online reviews, will allow you to set realistic goals and manage your operations, whilst providing the best possible guest experience to your ability.
Use technology to your advantage
The increasing digitalisation of the industry can be used to your hotels advantage. A supported team is the first step to achieving glowing guest feedback. Using technology to support your team, such as setting up self-service kiosks, to alleviate pressure on front desk staff, helps your business run more smoothly. Creating an internal communication system encourages a more efficient working environment, by allowing your team to seamlessly keep track of all guests and in house communications.
Invest in existing employees!
It’s all very well trying to attract new staff, but a focus on the team you already have in place creates a rewarding, appreciative working environment. This could be as easy as offering incentives to those members of staff that you feel have worked up to a high standard of excellence. After all, a happy team will reflect on the happiness of your guests.
These are challenging times for the hotel and hospitality industry, with record levels of inflation and the cost-of-living crisis impacting consumer confidence. However, a full complement of enthusiastic and motivated colleagues working as a team can ensure that your business capitalises on the resurgent demand for business trips, weekend breaks and staycations.
