Dial T For Talent

Millennials have different career expectations, priorities and ambitions from the erstwhile generation. Arif Khan, director of HR, India for Hyatt Hotels and Resorts urges hoteliers to keep pace with changing times so that they don’t end up managing a 21st century workforce with 20th century workplace practices

- Vinita Bhatia

Speak to an hotelier about the contemporary business challenges they face and in all probability manpower will be amongst the top three of those issues. While it might appear that human resource management – from hiring, training to retaining – is an issue that is plaguing the industry over the past few years, the fact is that the hospitality industry has always had to ride this dragon.

Arif Khan, director of HR, India of Hyatt Hotels and Resorts tells Vinita Bhatia that the biggest challenge is actually the shortage of skilled manpower. His definition of skilled people is people who have an interest to join the hospitality business and remain in this industry for a long time, and who have the affinity and ability to connect with guests. Getting and retaining people with this mindset, passion and devotion is increasingly becoming an uphill task.

What are the reasons behind the staffing crisis that the hotel industry has been facing over the past few years?

There are several factors that have contributed to this situation. On the macro-level, the growth of the IT and retail sectors weaned away potential talent from the hospitality sector, which was experiencing sluggish growth and offered limited opportunities during the past few years.

How has inadequate staffing affected the industry in terms of loss revenue and profitability, in addition to lowered guest satisfaction?