Operations Service with a smile
According to a recent study by the American Hotel and Lodging Association (AHLA), a full 97% of hoteliers are currently experiencing staffi ng shortages, with the situation in Europe not much better. It goes without saying that these challenges are having serious consequences for operators. But beyond the current emergency, what can hoteliers do to actually fi nd more staff? And with the increasing power of new technology, might the crisis be an opportunity as managers work to streamline operations? Andrea Valentino talks to Professor Liang Yu of George Washington University and Chip Rogers of the AHLA to learn more.
F
rom its beginnings, hospitality was built on people. From a warm smile greeting you at the concierge to room service and cleaning, everything we’ve grown to expect from hotels would be impossible without hundreds of individuals. If anything, this importance can be understood financially. According to one commonly cited statistic, even small hoteliers devote around 30% of their costs to paying workers, while giants like Hilton or Marriott employ armies stretching into the tens of thousands. Read the rhetoric of the major industry players, meanwhile, and you’ll soon hear a paean to their staff. Radisson, for its part, proclaims that it’s “committed to giving opportunity to people all over the world,” whereas IHG offers would-be employees a “journey” towards a better tomorrow.
Be that as it may, it’s clear that not all workers are convinced. Between massive redundancies during the pandemic – to say nothing of the ‘great resignation’ that followed – hotels have found it increasingly difficult to secure staff. According to one recent survey by AHLA, 91% of American hospitality professionals are finding it hard to fill vacancies, a situation mirrored in Europe. Nor do the difficulties stop with hiring managers. From housekeeping to kitchens, a lack of trained personnel is impacting every facet of hotel life, with predictably negative consequences for paying customers too. Nor is all this very surprising.
Hotel Management International /
www.hmi-online.com
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Aleksei Potov/
Shutterstock.com
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