Hr issues facing the hospitality industry and how operators can combat these

With the face of hospitality, ways of working and HR ever evolving the modern day operator needs to keep up. These days, HR is so much more than hiring and firing – there are shift patterns, availability and flexibility to consider with each new candidate who steps through an employer’s door. Every individual has their own story to tell and their own needs outside the world of work and now, more than ever, operators need to heed this in order to be successful.

We’ve identified a handful of the current HR issues facing the hospitality industry, and how the implementation of digital platforms can help combat these.

Lengthy recruitment and high turnover rates

We all know the hospitality industry is struggling to recruit across the board, meaning that the small existing talent pool have the luxury of being picky, therefore as a business going above and beyond for employees is only going to strengthen chances of attracting the best talent – and better yet it will keep them. Arguably, millennials are the workforce to be attracting and digital HR platforms can help drive this as using such tools not only speaks their language, but makes it easier to engage with and attract this digital generation.

Overall, the industry is making it easier to apply to vacancies, with an aim of getting more people through the door, as lengthy application processes can deter potential candidates. To date, the typical recruitment process can be a lengthy one, involving lots of paperwork, and training people up to a restaurant or venue’s exacting standards can be very time consuming. Operators are now speeding up processes, and applicants can provide as little as a name and email address to get the recruitment process started, and can even access training and information prior to their start date. Operators must ensure they cover numerous touch points with employees to ensure they’re constantly engaged with, and digitally is the most efficient and effective way to do this. Additionally, individuals have plenty of industry vacancies to explore if they’re not happy in their current role. As an employer you must ask yourself “How do I get people through the door, and how do I keep them?”

Low morale = lower customer service standards

It’s no secret that the hours individuals are expected to work in hospitality can sometimes be long or even antisocial, resulting in a somewhat unattractive career path. This means low morale can creep up on staff quickly, particularly during busy periods, such as peak summer holidays or Christmas party season.

The implementation of digital platforms that can instantly track team/individuals feedback, shift patterns and improve team communication in general, means these busier periods or any areas of concern can be brought to light far sooner – and what’s more they can be actioned almost instantly. This ‘always’ on approach to HR and communication can help teams feel listened to and valued – which can only empower them and in turn, boost morale. Because we all know that unhappy teams = unhappy customers.

The cost of time

Undoubtedly, the training and management of team members costs time and money and is pivotal to the success of any business.

Ensuring all staff are effectively trained to perform their jobs properly and safely is key to the smooth running of any establishment. Digital training should be considered where possible, and if such training can be provided through a platform, it can then be tailored to the needs of the individual. Team members have the option of completing training such as health and safety and compliance during down time whilst at work or, if they so wish, in their spare time and at their own pace, this can ultimately alleviate a lot of pressure for a time-poor manager, and empower teams to ‘self-service’, without always relying on a superior.

Access to online training helps keep operators’ costs and environmental footprint down by negating the need to print out staff handbooks and reams of paperwork. Of course most of an operator’s training is done ‘on the ground’ but helpful tools, training and information available at an employee’s finger tips will ultimately save a significant amount of time and money across the board, and ensure your teams are focused on the customers.

It’s clear that digital and ‘self-service’ HR is on the rise, and with the modern hospitality industry now starting to keep up at an increasingly alarming rate, those who do not adapt have the potential to be left behind – meaning we should all be embracing such technologies to keep up with the ever-changing digital world.

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