Is your staff overwhelmed? Addressing the employee challenges in hospitality   – Part 2

In part 1, we explored the key challenges currently faced by hotel employees, from staff shortage and burnout to the evolving expectations of today’s guests. Now, we take a closer look at how the adoption of technology, enhanced training, and a commitment to continuous skill development can help close the gaps in the hospitality industry.

Current gaps in hospitality’s tech adoption

Bridging the technology gap in the industry

Technology empowers hotel staff to offer stellar service, but only if they are skilled and empowered themselves. Hotel management can focus on the following to future-proof the workforce for a thriving hospitality business.

1. Collaboration with technology vendors

To facilitate seamless technology adoption, it is helpful to invest in well-established technology vendors who comply with the best industry standards for cybersecurity and quality. Hoteliers can work with technology partners to develop change management strategies, addressing staff resistance to new technology. Moreover, internal staff communication can help even the least tech-savvy employees get used to new systems, educating them on the correct technology usage, including cybersecurity compliance. Regular feedback sessions and recognition and incentives for active participation further promote a collaborative approach, ensuring that the staff feels valued, informed, and motivated to embrace new technologies.

2. Investing in staff training

It is important to facilitate comprehensive staff training programs that cover a wide range of technological tools and applications relevant to hospitality. This may include training on property management systems, reservation software, point-of-sale systems, customer relationship management (CRM) tools, and mobile technologies. The key is to partner and collaborate with hospitality technology partners who provides access to ongoing support, including multilingual assistance, 24/7 live support and other supporting resources. This empowers the staff with the necessary skills to operate these systems proficiently, streamlining operations, easing staff workload, and boosting overall guest satisfaction.

3. Upskilling via continuous skill development

It is essential to foster a culture of continuous learning and development in the increasingly tech-driven world of hospitality. To promote continuous learning, offer a variety of training opportunities, including in-house workshops, external training programs, technology-driven simulations and online courses. Encourage self-directed learning by providing financial support, curated reading materials, and mentorship programs. It is helpful to create a supportive learning culture by recognising and rewarding employees, fostering collaboration, and regularly evaluating training effectiveness. This results in an up-to-date workforce, ensuring hotel businesses remain competitive and adaptable to industry trends.

4. Implementing user-friendly technologies

For too long, hospitality has relied on legacy systems and disconnected data systems that create bottlenecks and inconsistencies. Centralised reservations management, billing systems, and finance operations are all modules that need to work in harmony to build a well-integrated, cohesive hotel management ecosystem. It is high time to ditch the outdated systems, shifting towards full-stack cloud suites that work in sync to build better communication among departments, ensuring consistency and efficiency across workflows and making life easier for hotel staff.

5. Fostering socio-emotional skills

While technology plays a crucial role in modern hospitality, the human touch remains irreplaceable. Modern guests expect a “new breed” of hotel employees who are both tech-savvy and adept in interpersonal skills, ensuring a seamless and personalised experience. Hence, it is essential to foster socio-emotional skills—including emotional intelligence, empathy, and conflict resolution—alongside tech-related skill development. Hoteliers can provide access to stress management resources, emotional intelligence training, conflict resolution training, customer journey mapping, and guest feedback analysis to help staff identify areas for improvement.

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Build an eco-system of support.

In the dynamic and ever-evolving landscape of hospitality and tourism, hotel employees are at the heart of guest satisfaction and success. Therefore, hotel management must prioritise the needs and well-being of their staff, mitigating the current challenges faced by the labour force. Investing in bridging the skill gap in technology adoption promises to be a game changer that paves the way to a thriving, future-proofed enterprise.

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