GSI Executive Search Insights

Building Trust in the Work Environment

As the fight against COVID-19 continues, private clubs and hospitality establishments remain challenged by staffing issues, forcing many to terminate or furlough employees. While members still deserve the superior member experience they’ve come to expect, the industry is experiencing an overall loss of trust. In order to restore a higher level of customer satisfaction, it may be time to reimagine your employment strategies, including how to reduce employee turnover, fill budgeted job openings, and clearly communicate appreciation for your employees.

Our Workforce Today

About half of the current workforce is made up of Millenials, and the stereotypes alone are enough to rock the way private clubs hire. Millennials have a reputation for always being on the lookout for more fulfilling jobs, and they’re okay waiting for the next opportunity to arise. Their generation seeks higher salaries and better benefits—but that is not all. Younger employees are looking for careers built on trust, requiring an “open-door” policy, active listening and understanding, and positive work-life balance.

Millennials are not the only ones shaking things up. Since the onset of the pandemic, there are multiple factors contributing to the lack of qualified applicants.

1. Unemployment: Although decreasing, unemployment benefits have allowed the once employed the opportunity to remain out of the workforce while continuing to make a similar salary.
2. Competition in the Field: Because there are more jobs than applicants, establishments in related fields are often competing for employees.
3. Routine Changes: Those who have been laid off during the pandemic may now enjoy their new routines (e.g., staying home with the kids, an active hobby, etc.) and may not want to return to work.
4. Desire to Change Careers: Those who may have been unhappy at their current job, are now seeking career changes.

As search consultants, the professionals at GSI Executive Search have learned that employers must learn from the past to ensure a culture that works for new employees in the present. When hiring, consider:

1. Workforce Trends: Be open to more diverse benefits and various ways to provide recognition.
2. An Inviting Culture: Create and maintain a culture that is appealing to all generations.
3. A Transparent Job Posting: Provide detailed job descriptions so applicants know exactly what you are looking for and no one’s time is wasted.
4. Timely Process: Do everything you can to complete the hiring process in a timely manner. Otherwise, you may miss out on qualified applicants.

Employee Retention

Employee retention is critically important, now more than ever. Replacing an employee can be very expensive and may be avoided by remembering the following:

1. Learn from past mistakes.
2. Communicate clearly.
3. Listen and understand employee wants and needs.
4. Be present.
5. Create a T.E.A.M. (Together Everyone Achieves More).
6. Offer competitive compensation and benefits.
7. Create a positive employee culture that will translate into a superior member experience.

Final Thoughts

Now is the time for those in the hospitality industry to overcome the past and plan for the future. Together, we can use this time to make improvements to our work environments, practice strong leadership, and offer a rewarding trust-based career.