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It is no secret that the hotel industry is suffering from a persistent labor shortage. A report by the American Hotel and Lodging Association found that 67% of hotel operators have too few staffand 12% said they were “severely understaffed,” meaning the shortage was affecting their ability to operate.
I have a solution for hotels that need help recruiting and retaining staff. Look beyond your traditional talent sources and consider hiring people with disabilities.
The solution
The Grand Hyatt in San Diego has been employing people with disabilities as kitchen staff for more than a decade. “These employees show up on time every day with a smile on their faces,” said Matt Farnsworth, assistant director of food and beverage. “They are happy to be part of the team and do a great job.”
In Alpine, California, the Viejas Casino and Resort has been employing people with disabilities for more than 10 years. Currently, about 20 employees with disabilities provide janitorial and laundry services.
At Thunder Valley Casino Resort near Sacramento, California, a team of 30 people with disabilities washes 4.5 tons of laundry a day. Thunder Valley had previously outsourced this work, and the new team surpasses the previous provider in quality and cost. Laundry manager Khawar Quresh is so impressed that he sees the group’s work as a model for other departments.
Supported working groups
The Grand Hyatt, Viejas and Thunder Valley are among hundreds of hotels across the country that hire employees with disabilities through supported employment programs in collaboration with government agencies and partner organizations.
The model involves workgroups – government-supported programs that combine three to four employees and a job coach into one team. The partner agency is the employer and takes care of recruitment, training, payroll and on-the-job support, relieving the parent company of administrative costs. For hotel operators, it is a low-risk, high-return model.
Improving bonding
Let’s talk about employee retention. The leisure and hospitality industry has the highest turnover rate of all industries: 79%, according to Awardco.
The team model and ongoing coaching in the supervised work groups promote cohesion and job satisfaction – and employee loyalty. This is one of the reasons why employers report lower absenteeism and less fluctuation with this personnel model.
“They want to work,” says Tina Bowman, a job coach who works with the team at the Grand Hyatt. “They like to get to work on time. When it’s time to start, they want to start.”
It’s no surprise that both the Grand Hyatt and Viejas have long-term employees. Mike has worked at Viejas for 10 years. “I would love to work here at the casino for another 10 years,” he said.
Capturing the magic
The enthusiasm that employees with disabilities bring to the workplace is often contagious.
“Everyone loves them,” Bowman said of the Grand Hyatt employees.
“The employees bring so much joy to the workplace,” said Joel Moore, vice president of hotel operations at Thunder Valley. “The absentee rate is lower than other teams. These employees stay longer because they enjoy working here.”
An introduction to inclusion
Supported work groups provide an entry point for employers to help them integrate into an alternative workforce. The presence of coaches and support from partner agencies reduces employers’ uncertainty. Coaches also help educate managers and employees about working with people with disabilities and facilitate communication to avoid misunderstandings.
It may take some time to get the model up and running on site. As with any new hire, it takes time to find the right people for each role.
Change lives
Employers who hire people with disabilities also have the satisfaction of changing lives. The employment “means everything to them,” Bowman said, “not just financially, but mentally and emotionally.”
“I love everything about my job,” said Allen, who works in the kitchen at the Grand Hyatt. “I love the people I work for.”
“Giving them that meaning is meaningful to their lives and to our community,” Farnsworth said.
The biggest difference in hiring workforces that include employees with disabilities is positive, and I encourage employers who need help filling frontline positions to consider this workforce.
