Like most industries, hospitality has struggled with staff shortages over the past few years. In fact, the American Hotel & Lodging Association (AHLA) reported 87% of hotels were experiencing shortages as of October, with 36% of those reporting shortages at a “severe” level. Those percentages are an improvement from earlier in 2022, but the inability to fill positions is still plaguing much of the industry. Organizations have been forced to operate differently to accommodate for the lack of staff as best they can until positions are filled. This means managers have had to get creative. There are a few key strategies that successful managers have implemented to address hotel staff shortages.
Cross-Training Employees
Cross-training isn’t a new concept in the hotel industry, but many organizations are relying on it to help mitigate staff shortages on various teams. Cross-training essentially means teaching an employee in one role within an organization how to effectively perform another role – sometimes on the same team but often in other departments or organizational functions. The main benefit for employers to having workers trained in multiple roles is they can rely on those individuals in cases where other employees are out for any reason or during times of severe employee shortages.
Cross-training also benefits employees in terms of skills and knowledge acquired. They become more valuable to organizations as they can serve in multiple capacities. For those looking to move into a management position in the future, cross-training on multiple roles provides valuable industry experience that increases their knowledge of hotel operations and management.
Salary (or Other Compensation) Increases
The best way to secure and retain good employees, especially amidst a staffing shortage, is by striving to be a company they want to work for. Employees are often most driven by the compensation provided for them showing up daily and performing a job. Hotels across the country have increased wages recently to further entice potential employees to apply for hard-to-fill positions. Some Front Desk Agent roles pay upwards of $17/hr currently, and salaries for managerial positions have seen significant growth as well.
Wage increases aren’t the only compensation type employers can increase to attract high-quality candidates to positions. Offering more benefits – including paid time off (PTO), better health insurance, and employer-matched 401Ks – are all also very attractive to potential employees and increase a job’s overall compensation package (even if salary remains the same).
Retaining Good Employees
It’s commonly stated that it’s far more expensive for businesses to recruit, hire, and train new employees than to keep existing ones. In the middle of severe staff shortages, it’s now more important than ever to keep staff – especially those that excel in the workplace. Other than compensation-related efforts on behalf of an employer, there are other ways in which they can ensure their quality employees stick with them.
Creating a culture of collaboration and teamwork is extremely important in hospitality, as hotel operations are 100% a team effort. Consider offering team meals once a week or creating other spaces for co-workers to bond as a team. Celebrate each other’s success in the workplace and personal achievements as well. Employees who connect with those they work with, and are encouraged to do so by management, are more likely to remain in that role and contribute to the success of the team.
While technically a compensatory effort, employee incentive programs are another great strategy when it comes to retention. Incentive programs vary greatly in both format and effectiveness. Programs that do work are those offering desirable rewards for achieving something ambitious, but also realistically attainable. Most employees prefer cash incentives, but offering other rewards can be just as effective. Examples include having the first choice of schedule, extra break time, or gift cards to local eateries employees tend to visit during lunch. Reward employees for achievements such as perfect attendance, impressive performance reviews, or simply for showing up daily and putting in the effort to keep operations running on a team operating with far fewer personnel than needed.
Asking for Input (from the Ground Up)
One would think that efficiencies when it comes to daily operations would be crafted and implemented by management. However, some of the best ideas when it comes to how to perform a task or role come directly from those currently in the position. Management should be constantly asking for feedback from team members, not only regarding operations but also general feedback on their experience working for the organization. Doing so is guaranteed to identify efficiencies that make operating amidst staffing shortages doable. It also gives employees a voice in decision-making, and that sense of partial ownership over how things run also keeps employee satisfaction high.
Looking to Start in the Hotel Industry?
Because open positions are abundant and wages are at a high in the hotel industry, it’s a great opportunity for those who’ve never worked in the industry to give it a try. Thriving in a hospitality role requires dedication, a service-oriented attitude, and the desire to contribute to a team. For many hotel roles, the rest can be learned on the job.
To see what opportunities await, visit our database of current job openings. Locations across the country are combating staff shortages on their housekeeping, front desk, maintenance, and management teams – and they are eager to welcome (with open arms) new, motivated employees to the team!