How Mobile Technology Can Help Hotels Succeed in the New Hospitality Labor Market
By Michael Heflin Chief Revenue Officer, StaynTouch | March 2022
The past few years have seen significant volatility in the hospitality industry. Waves of 'revenge tourism' have boosted U.S. hotel occupancy rates to 63.4% in January 2022 ? up from 56.6% in 2021, and just shy of the average 66% occupancy seen in 2018 and 2019.
While this is excellent news for revenue-starved hotels, it comes on the heels of an unprecedented industry-wide labor shortage, as previous employees laid off during the pandemic move on to other industries, and hotels have difficulty hiring replacements.
Consequently, the hotel industry has been caught in something of a Catch-22: Consumers are indeed traveling again, but with a new appreciation for the value of their dollar, and higher expectations for service, convenience and personalization. As a result, many hotel brands are left scrambling to fill the vacancies necessary to maintain customer satisfaction.
While much of this persistent labor shortage is fueled by traditional issues surrounding job stability, pay, career advancement, and work-life balance, the widespread adoption of mobile technology could play a significant ? if underappreciated ? role in its resolution. In this article, we are going to examine how hotel brands can leverage cloud-native and mobile technology to successfully address the 'new normal' of hotel human resources.
First, we will look at how hotels can get the most out of small teams by leveraging mobile communication and advanced automation. Next, we will examine how hotels can attract and retain talent by investing in intuitive and easy-to-use technology that unburdens the delivery of exceptional hospitality. Finally, we will explore how this current labor shortage will ultimately be transcended by a new relationship between hoteliers, technology and the guest experience.
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