Challenges In Recruiting: Hospitality Industry

Today, in the world of growing in globalised businesses and the improvement of entertainment sectors. Transportations, Accommodations, Venues, Dining and Skills are actually in great demand.

In the companies of people serving people, it is one of the very most excitement areas that you can best understand a business model, because it was combined with many different areas and made with smaller size of many operators to develop a big corporation that were full of services provided, which known as Hospitality!

The Hospitality industry happens to be major businesses among the world, additionally it is a worldwide, interlocking with deep and complex of supply string. Today in the record, hospitality industry provides more than 200 million employees in worldwide and the amounts of talents are still growing rapidly and it is in a demand today.

In Singapore, the Hospitality industry remains an integral economic drivers and Singapore is promoting and building the image and reputation. Additionally it is an important support on the market for Singapore's attempts to constantly continue to be an attractive lifestyle destination, with the introduction of the two integrated resorts (Hotel World and Marina Bay Sands) and other thrilling events and projects like the making Orchard Highway into among the best shopping town in the wonderful world of Asia.

With the positive view for this growing industry, it's important for Singapore to keep bettering its service competiveness by boosting excellence service delivery and clients' satisfaction. The industry needs professionals and talents who continue to up grade and increase the establishments skills to take up management positions as well as new recruiting team who be well-qualified to fill the additional jobs made up of the growth.

The Recruitment in Hospitality Industry

Having the ambitions and foreseeing the industry in widening fast, that was what the majority of the hospitality management are aiming for. With the business enterprise constantly growing, the duty of the Human Resources team is expected to deliver additional workforce at all sectors and business levels. Furthermore, RECRUITING will also be maximizing the capability of every current labor force team.

In Asia, hotelier used skills and ways to analyze each individual's performance, proposal and determination levels, involvement or getting involved with all training and development programs to gauge the result in efficiency. Linking such ways to determine each organization's business objectives has provides useful reports and has shown impressive with which mature executive management making the decision.

Human Resources roles is important on the market, as the blooming in this industry, recruiting team needs to concentrate on their staffing and employees, the assignments as company in each departments and divisions. Together with the popular needed in increasing staffing statistics, looking at the moment when the industry's labor force labor pool is shrinking.

To improve this troubles, first is to recognize all possible causes to the challenges and the industry must attempt and use the unions as allies, hopefully to turn out with more time, more effective workforce strategies and money to enhance the recruitment task and training to teach the politicians in order to impact the governmental economical and immigration insurance plan on the hospitality industry.

The research from Hospitality industry information, I found that the set of workforce solutions is based on the next priorities such as

Image : Like other service areas, hospitality careers are often stereotyped as low-wage and entry-level with little chance for advancement. Consequently, certified workers, especially youth, are unaware the number of hospitality professions available.

Recruitment : Historically the hospitality industry experienced drawn intensely fm the junior labor pool to meet their workforce needs, but in recent the industry has been kept with an insufficient pipeline of new personnel to fulfill demand. Confronted with a shrinking pipeline or employees, the hospitality industry is increasing its recruitment attempts towards youngsters and expanding targeted approaches for previously untapped labor swimming pools.

Retention : High turnover is a key task in the hospitality industry. The restaurant, hotel and lodging industries have difficulty keeping skilled workers as a result of negative image that the industry encounters.

Language skills : English proficiency is a key challenge because a sizable ratio of the hospitality labor force will not speak English as their most important terms. Employers seek language training programs that allow workers to effectively perform their job, which includes providing good customer support and understanding safeness requirements.

Employability/Soft Skills : Employers have difficulty finding employees who own basic "smooth skills, " which are often a prerequisite for success in a customer service-oriented field.

Consistent training models and skills accreditations : The hospitality industry as a whole lacks reliability and portability in their training models and skill certifications. Many employers run their own interior training programs for entry-level workers, which makes it difficult to keep an eye on the content of training and the abilities acquired.

Doleta, June 2005

Challenges in Singapore's Hospitality

The numbers of turnover and lack rates were frequently outlined in today's difficulties for Hospitality Industry not only going on in Singapore but internationally. It is important to know and understand the problems behind that causes the skills shortage in the labor force.

In today's Hospitality labor force, it is expected for all those organizations to handle a similar shortage of available talent whatsoever levels, especially in general management and leadership roles to be able to consistently leading the functions and teams, generally it was because of the aggressive development strategies in the region. With the high demand and shortage of employees in the hospitality industry it translates into intense competition for most quality graduates. For all those fresh graduates consider the unsociable hours and perceived insufficient experience and opportunity in the hospitality industry were as unfavorable. Which means hospitality industry is losing out to business such as entrepreneur, recruiting, outsourcing or even information technology etc.

Furthermore, there is also growing knowing of an increasing of multi-generational workforce and therefore variances in expectations and prices among individuals. Priorities fluctuate especially with younger era, the so-called 'Technology Y'. Markedly different from their older counterparts, the young place higher focus on self-actualization, high objectives of rapid profession progression and are prepared to change jobs, business and careers to understand their goal.

Accordingly, options for employee engagement evaluation have to be even more innovative. Long run outlooks enable Individual Resource managers to anticipate and plan for specific areas of talent shortfall and also to choose management training programs to prepare for the needs of future development.

Next to think, which are the areas of shortage abilities in Hospitality Sectors that were influenced? As hospitality was coupled with many different areas and made with smaller range of many operators to develop a whole company, here are the stated out sectors and areas in the hospitality market sectors.

Front Line functions, talents that contain face to face contacts with guest and to take care of various standard enquires, needs, transfer, dining or prepared incidents and function in the hotels. Beside that, talents also have to have the knowledge of hotel's facilities and services, visitor relationship and expectation, tourism-related subject and of cause handling visitor arrivals and departures too.

Front Office

Front Desk, Concierge, Cashier, Bell Counter, Butler, Guest Relation Officer, Executive Golf club and Business Centre. Both Visitor Service Centre (Operator) and Housekeeping are the two back again end departments that immediate support for Forward Office.

Food and Beverage

Dining Retailers and Caf, Banquet, Club and Lounges, Professional Lounge and Kitchens. For both F&B Reservation Centre & Stewarding also, they are under the umbrella of Food & Beverages Division.

Beside the outlined sectors, there is also some other rear of house Operations that addresses the supporting roles to the business.

Human Resources Division, Maintenance and Engineering Department, Events and Sales Division, Marketing & PR Office, Accounting and Money Department, Purchasing Office, Security Office and etc.

There are so many sectors of section in a hotel, and which will be the areas that are actually affected and in demand in the sectors? Eventually, the shortage came from the Front Collection team (both Front side office and Food & Drink). And just why will there be a shortage?

Below is a article researched from Khaleej Times Online on Manpower shortage biggest concern to hospitality industry by Zoe Sinclair (Staff Reporter) 4 May 2008

MENA Travel Honors organizer CHA International President Dr Sam Saker predicted staff needs at an average percentage of five personnel to one room.

This ratio puts staff needs at more than 50, 000 people by 2010 and by 2016 a further 150, 000 staff would be needed, he discovered.

He, however said that the percentage of personnel per room in luxury hotels was likely closer to seven to 1. Compounding this is actually the problem of manpower retention. Corresponding to estimates, 20 per cent of staff will remain with the current workplace and industry management predicts poaching to dominate personnel recruitment.

A article by world hospitality recruitment website Catererglobal. com was launched and surveyed more than 3, 000 hospitality experts over the Asia.

It projected only 10 % of staff would look for career opportunities of their current property.

'The problem is to match growth with ability so service levels are managed. At exactly the same time retaining that skill within the hospitality industry via training and profession progression opportunities is vital, ' said Peter Willis, Sales Director, Catererglobal. com.

'Hotels must check out what they feature to individuals in terms of salary, benefits, and accommodation within an increasingly competitive panorama, otherwise, the strain on the sector will start or already beginning to decelerate. '

Today, as I am in the industries of Human Resources Industries, in my own company, we do many recruitment promotions for different industries and mainly for Singaporeans, I noticed that Hospitality Companies have been highly effective and consistently in hiring. Talking to many Hotels' Individuals Resource Officials, they mentions that in today's job in the hotel, they can rarely find an upgraded or new seek the services of of Singaporean to get the job done, the turnovers especially in leading line operations are really high and fast. The staffs that are supporting the jobs are mainly foreigners from Malaysia, China, Vietnam and the amounts of Filipinos are increasing in these sectors, only small percentages of Singaporean can be found in today's front collection operations.

Questing where gets the Singaporean attended? I recently do a few job fairs for the fresh graduates in several Polytechnics and we are mainly recruiting for Hospitality Companies. The responses are gradual, and I needed the opportunity and created a simple study form for the students in the collage, allowing us to raised understand the student's future choice of careers.

Students must tick the establishments and the preferred working hours they are willing in perusing in the foreseeable future. Along with the collective of results and establishments are shown below: (A sample of the survey form is fastened under appendix)

Job Specialization

Looking at the results from the survey, I learned that Hospitality Market sectors only stands a small percentage of just one 1. 9% out of 3, 000 students, of cause 3, 000 students is only the 21. 4% out of predicted 14, 000 graduating Polytechnic students yearly.

In the review, I also added on with the preferred working hours because of their job, I recognized that today's students preferred to be off tasks during weekends and general public getaways as it standing up at 45. 1%, it is nearly half the percentage from the study, next highest preferred working time are from 9 to 6pm office hour's job, which is standing up at 43%.

Now, taking a look at the hospitality business, most likely is it not possible to truly have a fixed off days and nights during the weekends, and leading collection hoteliers are scheduled for shift work like (Morning/ Afternoon/ Midnight transfer) - starting from 7am to 5pm, 3pm to at least one 1 am and 11pm to 9am or even a split transfer from 10am to 3pm and back again to procedure again from 6pm to 11pm.

Understanding the hotel's procedure hours, hotels performs 24 hours business, the hoteliers are required to work lowest 198 hours per month (excluding the as time passes hours) it is about 9 hours each day and 2 days and nights off per week. And very often, hoteliers are anticipated to do over time after their appointed timing, especially during the peak period. The overtime hours, can be 2 time extra or at times, hoteliers have to be ready to cover the next shift, usually for the absentee or last minute shortage to manpower, that can be another 7 to 8 time more.

Although hoteliers are entitled for 2 days and nights off, but it comes during the weekdays, weekends off only come after the rotation within the team. The busier and peak period in hospitality companies business are through the festive times or public getaways, long weekends, institution holidays and through the big functions or incidents occurring in Singapore.

Hotel's Standards Annual timetable are shown below -

(Top Period, Events & Festive Season)

In January : New Year's Day

In February : Asia Aerospace and China New Year

In March : 1 week School Holiday

In Apr : Good Fri, Easter day and incidents of World Gourmet Summit

In May : Labor day and Vesak day

In June : 3 weeks of College Holidays

In July : Slow Period

In August : Poor Period (Chinese Ghost Celebration), Singapore National Day

In September : 1 week school vacation, Hari Raya Puasa and event of Method 1

In October : Slow Period

In November : Deepavali and Hari Raya Haji

In Dec : one month of School holiday break, Christmas Day and the party and countdown of New Year's Day

Hoteliers besides handling the activities within the united states, their main goal is to operate services to Traveler and Visitor from Business trip that may happen every 365 days.

Looking at these surveys and studies of job for front line hoteliers in Hospitality Industry, I found that although the environment and atmosphere is a glamorous one. However, looking that living of Singaporean today, I understand why there's a lack of local's skills.

I believed that many of the local's members of the family or friends are largely working in the above stated business, which are the standard office hours from 9am to 6pm procedure. Because this is the most preferred working hours that Singaporean can balance their time for work, children, members of the family and sociable.

Before, I am also an hotelier, as I really do have no commitment to my family customers and I needed a stepping rock for my next thing into my career, I chosen hospitality industries. My experience during those 5 years of voyage in hospitality industry is the most pleasurable and valuable one. Although, I've missed out lots of the fun point in time with my children users and friends especially during their weekends and festive lessons, because almost all of the time, as i am off during the weekdays, they were all working or schooling. And when they are simply off during the weekends or festive program, there I am working. It is hard for us to spend time together. That's the reason I can understand why Singaporean has chosen other business then Hotel industry.

The only main concentration for a Singaporean to choose hospitality industry as their professional profession, they need to be someone that gets the PASSION in offering and meeting different various people across the world, because the neighborhood has to sacrifice the changing times with the family members and the love ones. In support of individuals who accepted and understand this service industry will be happy and enjoying working in this sectors. That is also why you can find more foreigners employed in hospitality industry because a few of them actually paid to come over Singapore to work, with the nature of long working time in this industry, they may have less commitment here then a Singaporean, that's the reason there are prepared to work for an extended time then any Singaporean.

Working in hospitality industry, everyday, every moment the truth is smiles smiling at you, the thing is people servicing people and at the end of the day, the satisfaction will there be, and that is what makes the hoteliers enjoying employed in the industry.

Succession planning was identified as a key contributor to tactical growth as well as for the continuation of high quality criteria for customer support levels. Employees with a higher potential for campaign are monitored, especially in regards to their involvement in training and development, which includes been determined to be a key signal of success in upward progression.

The dimension of command skills was the subject of intense debate & most organizations are investing in expanding these metrics, for early identification of leaders with potential.

Maintaining connection with prior and potential employees is becoming standard practice among the hoteliers. New methods to communication, such as personal blogs, online communal networking groups, digital updates and bulletin boards are widely used to keep up contact and remain abreast of this group of potential employees concerns and ideas.

Department of Labor's job and training supervision is supporting comprehensive partnerships that include employers, the public labor force system, and other entities that have developed innovative techniques that treat the labor force needs of business while also effective assisting worker find good careers with good and attractive wages and promising profession pathways in the hospitality industry.

In my article 2, I will be writing about the retention challenges in hospitality industry and I will provide some positive and effective ideas to improve the concerns.

Reference List

Doleta Gov; June 2005, Hospitality Industry Information.

Available at: http://www. doleta. gov/BRG/Indprof/Hospitality. cfm

[Reached 20 Apr 2010]

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