The relentless turnover challenges the sanity of even the most composed hotel manager. I would know: After owning two restaurants that employed 70 people at their peak, the constant struggle with turnover can trigger a lot of stressful memories. We try to provide health insurance and a living wage for BOH employees, but the economic realities of a low-margin restaurant business make this nearly impossible. Coupled with the attractiveness of jobs in low-wage industries, hiring and retaining quality candidates with a passion for the hospitality industry is always the biggest challenge.
While hotels have slightly higher profit margins than independent restaurants, the same labor crunch exists. As hospitality businesses struggle to keep stuffing up, “hiring frenzy” results in less loyal employees than usual, who shop around for the best offer – and jump ship for better wages at every opportunity. Even with great benefits, it’s hard to keep staff. Rising Rent and low wage growth, combined with low unemployment in the U.S., have made employees more concerned with total wages above all else.
To address these employment trends, hotel HR managers must rely on tools to increase their productivity in finding new hires and retain engaged team members through flexible schedules and professional development opportunities.
While certain characteristics of the hospitality industry make recruiting difficult, such as competitive wages, the right technology can help HR managers excel in a challenging labor environment.
The role of the HR manager
On the technical side, it’s important to match functionality with expected results. Let’s briefly review the roles and responsibilities of a hotel HR manager:
- purchase . HR managers source potential candidates through online platforms, employee referrals, and personal networks.
- Interviewing and hiring . HR managers screen candidates and work with hiring managers to oversee the process.
- onboarding . Once hired, new employee onboarding must be swift and thorough, balancing quality with speed.
- reserved . Existing employees are assets that must be treated as such. HR managers help with employee retention, which is critical to a consistent guest experience and a hotel’s profitability.
Each of these roles is a specific subset of technology that, if implemented correctly, can make a hotel HR manager more efficient and successful in that role.
Most hotels have double-digit turnover. The numbers are even larger for hotel brands that employ both a large food and beverage business. This churn puts hotel HR managers under constant attack when it comes to finding quality candidates.
HR managers should use a three-part strategy, byStaffing and Recruiting Network, employee referrals and personal networking to find potential candidates. A hybrid approach results in a greater mix of candidates and helps build a healthy talent pipeline.
An emerging category of online platforms that is particularly attractive to today’s hotel HR managers is on-demand staffing. With an on-demand workforce, HR managers can fill unexpected short- and long-term labor gaps. While the hiring process may be less rigorous and better suited to filling roles with specific responsibilities, these platforms are useful additions to any hotel HR manager’s toolkit.
Employee turnover is common — but can still catch management off guard. HR managers must have the ability to quickly recruit candidates through the hiring funnel in the shortest amount of time. The “velocity to hire” metric, which Hired defines as “the total time a candidate spends in the funnel,” is a very useful metric for hotel recruiting.
“We define hiring velocity as the total time a candidate spends in the hiring funnel from initial sourcing to offer acceptance.” –inewshunt.com
By tracking the time it takes to hire, HR managers improve business outcomes by helping department heads replace outgoing personnel and quickly fill new roles. Another bonus: Good candidates have less time being taken away by others. In the race for talent, just a few hours can make a huge difference in recruiting new employees.
Applicant Tracking SoftwareIt is the biggest ally of the hotel HR manager. It covers all aspects of the hiring funnel, from sourcing candidates to eventual hiring. Effective management of this process leads to greater hiring success.
Once candidates are in the funnel, avoid the hassle of scheduling and use on-demand video interviews that are more candidate-friendly. Potential employees can submit these videos on their own time, which also frees up HR managers for less initial candidate screening. When evaluating applicant tracking software, look for these types of automations to increase productivity and enhance the recruiting experience. The best candidates see a disjointed hiring process as a warning sign.
Once a candidate has accepted, it’s now a matter of how quickly she can be trained. Like fast hiring, an efficient training process prepares employees to become individual contributors. The faster this happens, the lower the turnover costs associated with filling open positions. The trick is to strike a balance between speed and quality – what is the minimum amount of time it takes for someone at this experience level to become a full team member?
Working with hiring managers, HR managers should shape the training process to benefit both the organization and the candidate. Most candidates want to be trained, but many will be turned away due to over-training or a disorganized onboarding process. with on-boardingApplicant Tracking SystemMake it easy for HR managers to regularly check in with new hires during their first few weeks on the job.
retention and rewards
No matter what kind of business it is, turnover costs money. For every employee lost, businesses face additional costs associated with finding replacement workers, training them and often paying overtime to make up for the concurrent time gap.
[Turnover] The administrative costs associated with that are high because you need more exempt managers to ensure training, quality, and pick up the pieces when quality isn’t there. – restaurateurAzhar HashemtalkWhy SF Restaurants Are Suffocating.
Reducing these costs must be a top priority for HR professionals. Since it’s more affordable (and good for customer experience and employee satisfaction), focus on retention with a positive employee experience and strong professional development support.
The current state of the employee experience can be measured by collecting real-time feedback fromEmployee Engagement Software To capture, so HR managers can constantly have their finger on the pulse of the organization. These platforms also improve hotel staff communication, reduce errors, increase productivity, and generally make everyone’s day better.
When it comes to scheduling, staff and receptionists often prioritize flexibility. It is important for these employees to provide mobile-optimized services scheduling tools, to facilitate shift trading and communication among colleagues. Some employees don’t have access to computers at home, so these mobile-optimized solutions encourage engagement without alienating core employees. Many of these tools also integrate workforce management, give employees a better life on property through digital logs, and performance benchmarks to reward high-performing teams.Payroll SolutionsIt should also be reliable and accurate, as consistently paying employees is the cornerstone of any hotel.
Hotels must also reward the most promising employees with additional responsibilities and benefits wherever possible. In addition to the obvious things like promoting from within and finding growth opportunities for the most promising employees, HR managers can support employees more effectively through embedded professional development features.Employee Engagement Software. By codifying the career development process, HR managers open paths for ambitious employees, leading to higher retention rates.
All in all, be communicative, adaptable, and action-oriented. The best hotel human resource managers are spread across the organization, working collaboratively and busy to keep staff quality and retention high. Never underestimate the power of a simple “thank you.”