Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
The COVID-19 pandemic is nearly five years in the rearview. Yet, the hospitality industry hasn’t recovered from its staffing crisis.
Hospitality has always been a people-centric workforce. Labor shortages disrupt operations and provide the best guest experiences. How can restaurants and hotels create an environment when the traditional staffing methods aren’t working?
This is a complex issue to tackle. Workers have grown burnt out on the industry. Wages have been stagnant while there’s still a poor taste in many workers’ mouths over furloughs and layoffs.
Here are 10 solutions, starting with creative job recruitment and leveraging technology to help bolster your workforce to be stronger and more resilient in these challenges.
Traditional job descriptions don’t often focus on the truly dynamic roles your industry requires. Let’s face facts: The world is changing far more rapidly than previous generations – and hospitality needs to adapt to evolving guest needs.
It’s a tough job.
To recruit the right talent, your job postings should emphasize growth opportunities, team, and work-life balance.
Put flexibility, career development programs, and employee recognition initiatives in focus. Your job postings are the first look at what it’s like working for your organization. Make the right first impression.
Pro Tip: Job ads should include highly engaging and eye-catching visuals. Interview current employees and edit those videos to showcase the work culture to potential hires.
A positive employer brand can set you apart in a competitive job market. Showcase your company’s values, commitment to employees, and efforts toward sustainability or community involvement. Use social media to spotlight employee success stories and workplace culture.
Example: Use social media platforms like LinkedIn to host Q&A sessions. Your current employees can share their experiences and allow potential candidates to ask questions.
Your existing staff can be your best recruiters. Implement a referral program that rewards employees for bringing in qualified candidates. Incentives could include cash bonuses, extra time off, or gift cards.
Pro Tip: Ensure the referral process is simple and streamlined to encourage participation.
Employees commonly leave companies because they don’t see a clear career path. Create quarterly reviews better to understand your workers’ career wants and needs.
You can help them get there by showing a clear path through training programs, mentorships, and certifications. People are likelier to stick with a job when they see a legitimate future ahead.
Example: Partner with local colleges or trade schools to provide hospitality-specific training programs and apprenticeships.
Guest experience is a demanding career. Providing guests with a hospitable experience can often lead to burnout.
There are simple offerings like mental health resources and wellness programs that can ease the pressure on your team. Create a culture that values your team’s well-being, encourages loyalty, and reduces turnover.
Pro Tip: Free meals are a start. You can also provide onsite exercise and mental resources. Something as simple as yoga and meditation can help destress employees.
Despite this country’s culture and political tensions, your workforce is likely diverse. You want to celebrate that encourage individuality among your pool of job candidates.
Recruit from all ethnicities and backgrounds. From onboarding to anniversaries, celebrate your team, letting them know they’re appreciated and valued.
Example: Offer diversity training for leadership and actively engage with organizations that connect employers with underrepresented groups.
If you fear technology, stop. You must embrace new technological advances to stay at the forefront of your industry.
Rest assured, your competition has, and they’re not waiting for you to catch up. AI and automation tools can improve operations by picking up the monotonous, manual tasks.
Use these tools to help schedule, balance payroll and track performance. By doing so, your team can free up time to focus on guest experiences.
Your team’s productivity will increase, and your employees will likely feel better about their jobs.
Example: Implement mobile apps that allow employees to swap shifts, request time off, and access their schedules instantly.
Employees who feel connected to their team and workplace are likelier to stay. Organize team-building events, celebrate milestones, and encourage open communication. A strong sense of community can make your organization where people want to work.
Pro Tip: Create a “shout-out” board where employees can publicly recognize their colleagues for great work.
Compensation is the biggest priority among job seekers. Study the industry and ensure your pay and benefits are competitive. It’s not always about salary. Some potential employees are interested in benefits like health insurance, retirement plans, and a bonus plan.
Example: Do market research to stay ahead of wage trends in your area. Update your efforts quarterly to keep your remuneration packages current.
If you’re struggling to fill positions, consider working with recruitment agencies or staffing firms specializing in hospitality. These experts have access to extensive candidate networks and can help you find the right fit faster.
Pro Tip: Communicate your expectations and company culture to recruitment partners to ensure the candidates meet your needs.
The staffing crisis is real and incredibly challenging, but consider it an opportunity. Take on the challenge, and don’t let it deter you from delivering an excellent guest experience.
Consider your employees more as team members and partners. They’re a part of this journey with you. The value of your hospitality team is the sum of its parts.
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