• Stephan Busch

No work in hospitality? Why a qualified work force is not wanted!

Strange enough there are a lot of qualified staff, department heads and managers looking for good positions in hotels, restaurant and cruise ships. 

On the other hands there are so many open positions that can not be filled and restaurants are either forced to switch to self service or close for good as they can’t get the labour they need. 

What’s the problem?

Instead of fostering hotel positions as professions and developing individuals we have switched to cheaper labour all the time. The last step is outsourcing when businesses loose control over quality just to save some dollars. 

Bigger brands result in lower quality.

Big hospitality companies can be only controlled by a head office where at the end the accountant rules. Excellence can not be sustained in a single hotel that is ruled from the outside. For good staff and management they are not attractive anymore.

“The truth is that many organizations – hotels, retailers, dry cleaners and sports teams simply surrender their leading positions. It becomes less important to them as they perceive a conflict between the best customer experience and other objectives such as profit or growth. It doesn’t happen all at once, as senior leadership could never admit to such a change in philosophy. Instead, it is death of a thousand cuts – each small decision favoring expediency over excellence.

the broad vision and values must be crystal clear, but the means to achieve them must be decentralized to the unit or even department levels. The more corporate mandates, standards, inspections and policies, the less adaptive each customer experience can be. And today, it is all about situational adaptability. It’s the difference between unique and memorable excellence, or just being really good.”

 2/2/2018 David Richey, Richey International, San Francisco

Can’t afford to pay more?

This we always here. Where for a small family run business it might be true, it is defenetly a lie when it comes to the big companies and brands. There are millions and billions ready to spend when it comes to new developments, PR and payments to Top Management and share holders in form of bonuses, salaries and profits. It is a distribution problem where short term big gains for the ones on top are more important then investment in quality – thus staff.

The complain that there is no one left who wants to work should honestly turned into “there are not many left who want to be used”.

Education and consistent quality is what we need to focus on again – short term profits and high and fast ROI’s are for banks and investors. Hospitality is not just a business – it’s a feeling.

Author: Stephan Busch, Academic Director at the State University for the Humanities Moscow RGGU, Faculty of Tourism & Hospitality earned his Master Certificate in Hospitality Management from Cornell University, USA. He has a diverse experience in launching operations, business development and service training- for hotel and cruise companies in Asia, Europe, Canada and Russia.

www.itsjusthotelsservice.com, contact@itsjusthotelsservice.com  


© 2017 by Stephan Busch