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By Charles E. Oswald
As we step into 2024, the hospitality industry is facing a transformative era in terms of staffing. Though the tide is changing, staffing continues to present significant challenges. Currently, the job market exhibits a striking imbalance. There are 2.5 million more job openings than unemployed individuals. Though the situation has improved vs. last year's 6.0 million gap, it remains daunting for the hospitality sector.
A recent study by the AHLA Management Company Committee, of which I am a member, sheds light on some critical issues using data provided by Actabl. The turnover rate of hotel General Managers has escalated by 35% compared to 2019, with last year showing an additional rise of 10% or 300 basis points over 2022. This trend is alarming, as General Managers are pivotal in maintaining the quality and consistency of hotel operations.
The roles facing the highest turnover are revealing. Room Attendants top the list, with a staggering 34% leaving within the first 30 days of employment. They are followed by Front Desk personnel and Food &Beverage staff. Addressing these challenges requires innovative and flexible strategies.
At Aperture Hotels, we’re looking at the labor challenge with a fresh set of eyes and pioneering various updates to how we approach the recruitment and retention of top talent:
1. Flexibility: Exploring varied shift options such as 4-hour shifts, 4-day weeks with 10-hour shifts, and irregular shift timings provide room for adaptability. We're also testing remote and hybrid work models in select situations. Additionally, we have introduced a mobile app allowing employees to select available shifts, giving them more control over their work schedules.
2. Adaptability: While contract labor can help us temporarily adapt to short-term demand spikes, there’s clear evidence that these workers often do not fully integrate into our culture, affecting customer experience and consistent productivity. Hence, our focus remains on nurturing our own employees.
3. Culture and Engagement:Creating a positive work environment and maintaining high levels of employee engagement are crucial. We focus on building a culture where every team member feels valued and part of the Aperture Hotels family.
4. Skills and Career Development:Recognizing the importance of personal and professional growth, we offer development paths and systems of learning management. These initiatives encourage personal development and help build a strong bench of future leaders.
5. Employee Well-Being: We prioritize the well-being of our staff, understanding that a healthy and happy team is fundamental to delivering exceptional service.
In our quest for growth, we are mindful not to lose touch with the essence of our business. Rather than imposing restrictive policies,our emphasis is on hiring and developing high-performance employees. The current recruiting landscape demands that management companies not only find talent but also nurture and develop it. At Aperture Hotels, we remain committed to the idea of developing future business leaders and ensuring that our approach to staffing reflects our commitment to excellence in the hospitality industry.
