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Finding the right staff is the cornerstone of delivering outstanding guest experiences, yet many hotels still struggle with outdated and inefficient recruitment practices. This is an issue that desperately needs attention given the struggle to find qualified individuals to fill open positions in the hospitality industry. As technology improves and gives recruiters the ability to enhance hiring processes, there is still the need for traditional recruitment practices to be enhanced. Blending both traditional and modern methods of recruitment has the ability to elevate the entire process and increase hotel revenue, but identifying and optimizing the shortcomings is the first step.
In the first part of this two-part series, we’ll explore the struggles and frustration of current common poor recruitment practices in hotels. Stay tuned for part two, which will discuss solutions!
Common Poor Recruitment Practices in Hotels
AI Implementation Challenges
Artificial Intelligence (AI) has the potential to revolutionize recruitment by making the process more efficient using data, analytics, and algorithms to screen candidates, analyze resumes, communicate with talent, and even predict a candidate's success in the company. However, many hotels fail to fully leverage these capabilities. Poor implementation of AI can lead to a recruitment process that feels impersonal and exclusionary, particularly for candidates from diverse backgrounds who may not have access to the necessary technology. When this happens, potential candidates lose interest, feel the process is too difficult, and outright quit the process before getting started.
Over-reliance on Automated Systems
While automation can streamline many aspects of recruitment, over-reliance on these systems can depersonalize the process and push away top talent. Candidates often feel neglected when their interactions are solely with technology—a complaint often heard even outside the hotel recruitment process. This lack of human touch is a turn-off for many, especially for candidates who are older and expect a certain level of familiarity, or if a candidate is courting a competitor with better hiring practices. Ultimately, without a proper balance of automated systems and human involvement, you’re likely deterring talented individuals from pursuing a career with the hotel.
Lack of Transparent Communication
Poor communication is a huge complaint among job seekers during the recruitment process. Rarely are candidates applying to just one location when they’re job searching, and if communication is poor, it’s easier to write your hotel off as a viable job option. When candidates don’t know their application status or can’t get straight answers, they naturally get frustrated, disengage, and can develop a negative perception of your brand. These lapses in communication can be one of the biggest drivers of lost talent during the recruitment process.
Insufficient Real-Life Experience Among Recruiters
Not having the right recruiters in place can be a major detriment to getting the right staff in place. When the hiring team lacks firsthand experience in hotel operations, they often struggle to fully understand the roles they are hiring for. Without hands-on experience, there is often a disconnect between department needs and the capabilities of the new hire, as recruiters may not accurately assess the skills and qualities needed for specific roles.
Inadequate Collaboration with Department Leaders
Tying into better communication processes, effective recruitment requires close collaboration between HR and department leaders. When departments are not collaborating, it’s difficult to understand each other’s unique needs or the dynamics of different departments. Additionally, working closely together helps foster a positive employee experience from initial hire to being fully onboarded. Many hotels and large organizations fail to foster a collaborative environment which leaves department leads and their staff feeling unheard, unseen, and frustrated with the company.
Impact of Poor Recruitment Practices in Hotels
The consequences of poor recruitment are far-reaching, affecting not only the hotel's workforce but also its overall performance. These bad practices ultimately overlook qualified candidates, hire the wrong people for available openings, and cause disruption from the onset. One major outcome from these hiring inadequacies is high turnover rates. When employees leave, hotels can spend upwards of 50% of that employee's salary between hiring and training to replace them. Additionally, the employees who stay but feel mismatched in their roles are less likely to be satisfied and engaged, leading to decreased productivity and morale. A hotel’s success is directly related to the effectiveness and efficiency of its staff and operations. Without getting the right people in the right roles, you’re risking lost revenue, poor company culture, bad guest experiences, and more.
Stay tuned for part two forthcoming, where we’ll discuss solutions to these common recruitment mistakes in hotels.
Stephanie Leger is Chief Excellence Officer of First Rate Hospitality, a hospitality training consultancy. Stephanie has trained more than 20,000 hospitality employees in hotel and restaurant operations worldwide, providing countless reviews of operational evaluations. She has 20 years of experience in the hotel industry globally, working with brands such as Ritz-Carlton, Mandarin Oriental, Forbes Travel Guide Inspector, AAA, and others. Stephanie was recognized by HSMAI as a Top 25 Extraordinary Mind in Sales, Marketing, and Revenue Optimization in 2023 and by the International Hospitality Institute as a Top 100 Social Media Influencer. Stephanie is also the co-host of the popular WTF "Walk The Floors" hospitality training podcast. For more information, please visit www.firstratehospitality.com.