Pennsylvania Tourism and Lodging Association

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Pennsylvania Tourism and Lodging Association

• 2007 Human Resources Conference
• Recruitment, Retention, and Educational
  Resources
• March 21, 2007

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• Recruitment

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U.S. Bureau of Labor Statistics

• In 2004 the lodging industry employed
  approximately 1.8 million people.
• Projections note that by 2014 an additional
  300,000 employees will be needed. This is a 16.4
  increase for the lodging industry.
• U.S. Census Bureau states the American birthrate
  is dropping below replacement level.
• Statistics provided by U.S. Department of Labor

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Recruitment

• Over 10 million vacant jobs by 2010.
• 3 of labor pool will reside in North America and
  Europe, 75 in Asia, the remainder in the rest of
  the world.
• By 2008, 70 of new entrants into U.S. labor
  market will be female.
• Minorities the largest growing sector of
  potential employees.
• 54 million individuals with disabilities in this
  country.

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Local Staffing

• Word of Mouth
• - Current Employees (Referral Bonus)
• - Guests
• - Reputation of Hotel
• Newspaper/Radio/TV Advertisement
• Internet Postings
• - Company Websites
• - Colleges and Universities
• - Community Resources
• - Workforce Centers

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Local Staffing, cont.

• Community Outreach
• - Military Establishments
• - Goodwill
• - Urban League
• - Local high schools
• Job Shadowing
• Job Boards
• Staffing Companies
• Job Fairs
• Churches

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National Staffing

• Colleges and Universities
• Job Fairs
• Websites
• Interns
• Internet Advertisement
• Premier Resorts Website
• Free Web Staffing Sites
• Paid Web Advertising
• hCareers
• Monster.com
• Technical Schools
• Culinary Schools
• Massage Therapy Schools

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National Staffing, cont.

• Relocation Adjustments
• - Quality of Life
• Cost of Living
• Perception
• Rising housing costs and shortages

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• Retention

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Retention

• The Basics
• Employer of Choice/Branding
• Competitive Comp Package

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Retention

• Retention Risk
• Turnover
• Assessments Now you see them now you dont!

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Retention

• Engagement
• Value Recognition
• Exciting Work and Challenge
• Career Growth, Learning and Development
• Working with Great People and Relationships
• Employer Investment
• Employee Involvement

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So how do we battle the challenges of
Recruitment and Retention

• The American Hotel Lodging Educational
  Institute provides training materials, courses,
  certification and a connection to up and coming
  hospitality employees thru its Lodging
  Management Program for High School students.

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American Hotel Lodging Educational Institute

• The Educational Institute of the American Hotel
  Lodging Association (EI) is the premier source
  for delivering quality hospitality education,
  training and professional certification that
  serves the needs of hospitality schools and
  industries worldwide.

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Established in 1953, EI continues to meet and
exceed its education and training mission by
providing materials for all levels of hospitality
personnel via

• Textbooks
• Study guides
• Courses

• Internet
• Videos
• Seminars

All of the materials developed by the Educational
Institute (EI) have been validated by industry
professionals.
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Employees are one of the highest costs for a
property

• Recruitment
• Screening
• Hiring
• Training
• Motivating
• Firing
• Turnover in hospitality is estimated to be over
  150 in some positions

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Cost Of Turnover

• HOTEL B
• Front-office Assoc 5,965
• Admin Assist 7,658
• (sales catering)
• Gift-Shop Clerk 3,383
• Room-Service 1,332
• (wait-staff)

• HOTEL A
• Front-office Assoc 5,688
• Loss-Prevention 3,025
• Line Cook 2,076
• Cornell University Hotel and Restaurant
  Administration Quarterly

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How can you find and retain great employees?

• Offer Training!
• Benefits of training
• Cut Costs
• Reduce turnover
• Enhance retention
• Increase morale
• Increase guest satisfaction guest Experience

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• Our newest product for the industry is our
  Unlimited Training Library...UTL
• Provides the training materials needed based on
  the size of your property to train and certify
  your staff from line level to GM.
• A one (1) year contract with unlimited
  certifications at all levels

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Three libraries are designed for limited service
properties

• Under 75 rooms
• 8 Position Programs
• 12 Certifications offered
• 75 to 299 rooms
• 16 Position Programs
• 21 Certifications offered
• Over 300 rooms
• 27 Position Programs
• 36 Certifications offered

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Three libraries are designed for full service
properties

• Under 75 rooms
• 12 Position Programs
• 19 Certifications offered
• 75 to 299 rooms
• 21 Position Programs
• 29 Certifications offered
• Over 300 rooms
• 39 Position Programs
• 52 Certifications offered

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Why will the Unlimited Training Library work?

• Certification!
• EIs certification programs are recognized and
  proven to
• Recognize employees
• Motivate employees
• Increase guest satisfaction and guest experience
  with a higher trained staff
• Reduce turnover
• The Training Library concept is intended to
  augment (with Certification) corporate training
  programs not replace them

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For more information on todays presentation
contact

• Cindy E. Clark, Director of Human Resources The
  BROADMOOR
• cclark_at_broadmoor.com
• Carol Eicher, Director Human Resources Penn
  State Hospitality Services
• ece2_at_pshs.psu.edu
• Faye T. Gayes, CRDE, CHT
• VP State Relations Educational Programs
• American Hotel Lodging Educational Institute
  
• fgayes_at_ahla.com