As the world gradually recovers from the crisis, the hospitality industry is expected to bounce back and offer new opportunities for growth and innovation. According to a report, the global hotel revenue in the hotel market was US$410.00bn this year. [1] To capitalize on this recovery and gain a competitive edge in the market, hospitality businesses need to staff up effectively and with a long-term vision in mind. In this article, we are going to show you how to master hospitality recruitment.
Challenges in Hospitality Recruitment
The hospitality industry is facing many new challenges on a global scale that there’s no rulebook for in recent times. The current top problems facing the business include:
- Attracting and Engaging Hospitality Staff: It's no news that the hospitality industry has long been notoriously difficult to recruit for. According to a report, 28% of employers in the hospitality sector in the United Kingdom, stated that hard-to-fill vacancies were due to a low number of applicants with the required skills, and 16% reported issues like low pay. [2]
- High turnover rates: If no employees stay long enough, building an excellent hospitality experience can never become a reality for your brand. High turnover rates impact everything from quality of service, customer loyalty and employee morale to even operational costs. Research shows that the rate of turnover in the hospitality industry is two to three times the rate of all other industries. [3]
- There are ways to deal with this, though, such as offering competitive compensation and benefits, providing career development and advancement opportunities, creating a positive and supportive work environment, and recognizing and rewarding employee performance and achievements. Remember, hospitality is nothing without the hosts.
- Seasonal demand: The hospitality industry is affected by seasonal fluctuations, which means that the demand for its services changes depending on the time of the year, the location, and the events. This creates challenges for managing staffing levels, inventory, and resources, as well as maintaining service quality and customer satisfaction. Furthermore, the bounce back after COVID-19 furthers the unpredictability of the seasonality of this type of business, making staffing even more complicated.
- Some ways to deal with such a situation are by using flexible staffing models, diversifying products and services, leveraging digital transformation and automation, and creating engagement programs with customers and employees.
- Cultural fit: The hospitality industry is known for its multicultural and diverse nature and not everybody will fit into that culture. So, getting people might prove a little bit difficult. However, you can implement strategies like testing language proficiency and cultural awareness, checking references and feedback, and providing cross-cultural training and support to make sure that you have the right candidate.
How to Master Hospitality Recruitment
Given these challenges and requirements, how can hospitality businesses master their recruitment process and find the best candidates for their organizations? Here are some tips and best practices that can help:
1. Define the hospitality job roles
The first step in any hospitality business’s recruitment process is to define the job requirements and expectations clearly. This involves identifying the skills, qualifications, experience, and personality traits that are essential for each position. For example, a front desk agent may need to have excellent communication, problem-solving, and computer skills, while a chef may be required to have culinary expertise, creativity, and hygiene standards. By defining the necessary skills, you can narrow down your candidate pool and focus on those who match your criteria.
2. Creating an effective job description
In the hospitality industry, it is essential to create a compelling job description to attract and inform candidates about job openings. The good news is that there are ready-made templates available on various websites. You can even use software like ChatGPT and Frase to create your job description. However, Manatal makes this process simple and effective with its dedicated hospitality job description templates that you can customize to your desire. Furthermore, you can use Manatal’s AI job description generator to create your hospitality job description directly from the platform with just a click. Here are some criteria that make up a good hospitality job description:
- A good hospitality job description is one that effectively communicates the responsibilities and requirements of the position, while also showcasing the unique aspects and benefits of working in the hospitality industry.
- It should clearly outline the specific duties and tasks that the employee will be responsible for, such as customer service, handling reservations, and maintaining cleanliness.
- Additionally, it should include any necessary qualifications or skills that are required for the role, such as previous experience in the industry or specific certifications.
- Highlight the opportunities for growth and advancement within the company, as well as any additional benefits or perks that come with the position, such as flexible scheduling or employee discounts.
3. The best recruitment channels for hospitality platforms
The best recruitment channels for hospitality jobs may vary depending on the type and level of the position, the location and size of the employer, the budget and resources available, and the preferences and behavior of the candidates. However, some general tips to help you choose the best recruitment channels for hospitality jobs are:
Use online job boards that specialize in hospitality jobs or have a large audience of hospitality job seekers. Some examples are:
Encourage your current employees to refer their friends, family, or network to your hospitality jobs. Offer incentives or rewards for successful referrals. Employee referrals can help you save time and money, increase retention and engagement, and improve the quality and fit of your hires. Use our employee referral email template to help get you started.
Participate in or host events such as job fairs, career expos, open days, webinars, workshops, or networking sessions to connect with hospitality job seekers in person or online. Events can help you showcase your company culture, values, and opportunities, as well as build relationships and trust with potential candidates.
Advertise your hospitality jobs in trade journals or magazines that cater to the hospitality industry or niche segments within it. Trade journals can help you reach a targeted audience of qualified and interested candidates who may not be actively looking for jobs on other channels. Here’s a list of some hospitality magazines that are worthwhile:
Rediscover candidates who previously applied to your hospitality jobs in the past but were not hired or did not accept your offer. You can use the email and recruitment CRM features of Manatal to re-engage these candidates and inform them of new or relevant opportunities. Candidate rediscovery can help you reduce your hiring costs and time by tapping into your existing talent pool.
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4. Conducting thorough interviews and assessment techniques
The best interview and assessment approaches for the hospitality industry are those that can effectively evaluate the candidates’ skills, personality, and fit for the role and the organization. Some possible approaches are:
- Behavioural interviews. These are interviews that ask candidates to describe how they handled specific situations in their past work experience, such as dealing with a difficult customer, resolving a conflict, or delivering excellent service. Behavioral interviews can help recruiters assess the candidates’ problem-solving, communication, teamwork, and customer service skills, as well as their values and attitudes.
- Situational interviews. These are interviews that present candidates with hypothetical scenarios that they might encounter in the role they are applying for, such as handling a complaint, managing a busy shift, or upselling a product. Situational interviews can help recruiters gauge the candidates’ creativity, adaptability, and decision-making skills, as well as their knowledge of the industry and the organization.
- Role-play exercises. These are exercises that simulate real-life situations that require candidates to interact with customers, colleagues, or managers in a hospitality setting, such as taking an order, checking in a guest, or conducting a performance review. Role-play exercises can help recruiters observe the candidates’ behavior, body language, and verbal communication skills in action, as well as their ability to handle pressure and feedback.
- Personality tests. These are tests that measure the candidates’ personality traits, such as extraversion, agreeableness, conscientiousness, openness, and emotional stability. Personality tests can help recruiters understand the candidates’ preferences, motivations, and work styles, as well as their compatibility with the organization’s culture and values.
- Skill tests. These are tests that assess the candidates’ specific skills that are relevant to the role they are applying for, such as typing speed, numeracy, language proficiency, or software knowledge. Skill tests can help recruiters verify the candidates’ qualifications and abilities, as well as their potential for learning and development.
5. Implementing effective onboarding and training programs
The final step is to implement effective onboarding and training programs that can help new hires integrate into the organization and perform their tasks efficiently and effectively. Onboarding programs should provide new hires with a warm welcome, an orientation, a mentor, and a support system that can help them adjust to their new environment and culture. Training programs should provide new hires with the necessary knowledge, skills, and tools that they need to perform their duties and meet the expectations of their role. Both onboarding and training programs should be ongoing, interactive, and engaging for new hires and provide them with opportunities for feedback, evaluation, and improvement.
Mistakes To Avoid When Recruiting for Hospitality Roles
1. Not responding to hospitality candidates’ applications
One of the most frustrating things a candidate might face when applying for roles in the hospitality industry is hearing nothing back once they’ve submitted their application. Some might even think they did not submit the application correctly which often leads them to apply multiple times. As a recruiter who works with hospitality candidates, this can damage your brand and reputation and discourage candidates from applying again in the future. To ensure this does not happen, you can use mass email features or automated responses available on most ATS software like Manatal and Workable to save time and ensure consistency. You can use Manatal's mass email feature and ready-made email templates to personalize your messages with the candidate’s name, job title, and feedback.
2. Not being transparent when crafting hospitality job descriptions
Another mistake to avoid is a lack of transparency not only in the job description but also in the salary, working hours and other benefits. This mistake might lead to attracting candidates who are not a good fit for your hospitality company or culture.
To avoid this, you should use an accurate job description that describes the responsibilities, requirements, and challenges of the hospitality job.
Pro tip: Try using our hospitality job description templates.
3. Complicated application process
Some hospitality company uses a very long and complicated application process which are really annoying and difficult to fill out. In fact, some candidates will be required to sign up for the company’s newsletter and other promotional offers in order to apply for a role. All this can deter potential candidates from applying for your hospitality jobs. It can also create a negative impression of your company and reduce the quality of your talent pool.
4. Not posting your job ad in the right places
Another huge mistake to avoid is placing your job ads on the wrong platform. This can limit your exposure to qualified and interested candidates who are looking for hospitality jobs. It can also increase your competition and cost per hire, as you may have to pay more for less effective ads.
Conclusion
Recruitment is an important function for any hospitality business that wants to succeed in the post-pandemic era. By following the tips and best practices mentioned above, you can master your recruitment process and find the best talent for your organization. To further ensure successful hospitality recruitment, you can use an ATS to optimize your hiring process and enhance your efficiency, effectiveness, and quality.
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Citation
1. Statista
2. Statista
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