Lack of labor force main problem in hotel business

(Participants at the panel) One of the main problems hotel owners face today is the lack of adequate labor force, as concluded at the panel held on the seventh day of the Adria Hotel Forum in Belgrade.

The moderator of the panel was Kristian Sustar of Uniline Travel Company, and as it was said during the debate, employees in tourism make up 30% of the costs of each hotel and are a growing problem in the industry. As said, the main problem in the tourism sector is the leaving of workers and how to find qualified workforce, especially in Southeast Europe, which people are leaving in droves.

– The lack of workers is not only visible in tourism, but in other activities, which in turn affect tourism – explained Reli Slonim, the President of the Management Board at the Arena Hospitality Group.

As an example, he cited the fact that, in Croatia, it was hard to find people who are capable of renovating space during the season.

Zivorad Vasic, the Area General Manager at the InterContinental Hotels Group, cited a few reasons why there is a lack of workforce in tourism.

– Until you reach a certain position, salaries are low. Also, there's been a generational change. Young people are not ready to sacrifice their time if they get a better offer. Hotels need to think how to make their workers happy and willing to stay – Vasic said.

He emphasized that workers from Serbia left for Croatia due to better salaries, and then to Western countries and further, to Scandinavia.

– This is a vicious circle – he emphasized.

This is why things have to change, and the focus in the hotel business needs to shift towards workers, said Aleksandar Hangimana of ManpowerGroup.

Reli Slonim pointed out that, to stay at the top, one needs to have loyal and satisfied staff, whereas technology, despite the progress made, will not be able to make up for it.

– In the future, we will have to find a balance between technology and human resources. For example, a guest can check in by phone, but still needs someone to carry their luggage and show them to the room – Reli said.

Zivorad Vasic agrees, pointing out that technology will never be able to replace hotel maids. He added that the hardest thing is to motivate people to work.

The panelists agreed that the hotel sector is in a way too image-centric, which is why workers often leave to work in higher-class hotels, despite the labor conditions being identical.

– Three-star hotels in the Balkans are much more profitable than four- or five-star ones. Guests no longer want big TVs, but fast internet. Why are investments made in hotels with five stars. It's only a question of image – Vasic said.

One of the key problems, the panelists concluded, is that potential employees don't see a perspective in the hotel business, primarily because they are not clearly presented with career plans and what they can accomplish in one of the growing sectors. That's why it's important to insist on educating the employees, pointed out Ray F. Iunius of Lausanne Hospitality Consulting.

This year's Adria Hotel Forum brought together over 350 participants from 20 countries. According to the organizers and the visitors, this was the best conference so far.

D. O.

Uniline Experience d.o.o. Beograd

InterContinental Hotels Group PLC

Manpower d.o.o. Beograd

ManpowerGroup

Arena Hospitality Group

Lausanne Hospitality Consulting

Adria Hotel Forum Belgrade

Kristian Sustar

Reli Slonim

Zivorad Vasic

Aleksandar Hangiman

lack of labor force in hotel business

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