Recruiting and Retention: Nine Tips For the Hotel Profession
By Bill Catlette Co-Founder, Contented Cow Partners, LLC | June 26, 2011
Co-authored by Richard Hadden, Co-Founder, Contented Cow Partners
With the economy on a slow but determined path to improvement, the equation, with respect to the balance of supply and demand for labor is, once again, shifting. Over the last three to four years, employers in most industries, certainly to include hospitality, have enjoyed relatively stable teams, and an abundance of available talent.
Hotel executives who have been in the business for a few years will remember that it wasn't always that way. Taking the good with the bad, most executives we know are happy to welcome the higher occupancy rates in exchange for a tougher labor market. Those who are adept at navigating the dynamics of the changing workforce scene will enjoy the benefit of those fuller houses more, and be in a much better position to serve the guests who are slowly, but surely, returning.
If there's been one benefit from the economic downturn, it's been a return to better service practices in just about every service profession. Hungry employees, less confident of their ability to seek greener pastures, have put a little more bounce in their steps, smiles on their faces, and willingness in their attitudes. Guests have noticed, and having tasted a little better service, will be loath to accept less as conditions improve.
So, the two-headed beast of Recruiting and Retention rears its ugly, hibernating head. Nearly two decades of research by our firm leads us to the strong opinion that employers, especially those in the service sector, who learn to tame this beast, will enjoy better results, and suffer far fewer headaches along the way. Here are some ideas:
First Things First: Retaining the people you've got