What’s the biggest challenge facing the hospitality industry today? According to experts at the recent Hospitality and Design Expo, there is a serious shortage of workers who have a “passion” for the business.
“Mediocrity of Service”
In his address to attendees at the Expo, held in early May at the Mandalay Bay Convention Center in Las Vegas, Viceroy Hotel Group CEO Bill Walshe said the problem of recruiting talented employees keeps him “awake at night.” His company has been exploring ways to overcome what he refers to as the “mediocrity of service.”
The rise in high-end restaurants and bars has been a shot in the arm to hotel revenues, but it’s actually intensified the labor situation. Brad Wilson, president of Ace Hotels, explained that it’s difficult to find and retain qualified cooks.
The Eye of the Beholder
Hospitality industry leaders are also facing a challenge involving property upgrades. The normal seven-year design cycle is falling short with guests who are used to consumer goods such as electronics and automobiles being constantly updated.
As Wilson pointed out, things change so swiftly that once they are considered a trend, they’re already out of date. Walshe added that hotels need to “constantly surprise” guests in order to keep them coming back.
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