Putting People First: How Employee-Centric HR Can Curb Attrition in Hospitality | Kush Kapoor | CEO | Roseate Hotels and Resorts

India is at the centre of a burgeoning tourism industry. Family travel, DINK (Double Income No Kids) travel, corporate travel, you name it and we have it all here. In the past couple of years, India has seen a remarkable surge in domestic travel, thanks to the growing number of travel enthusiasts in the country. With the advent of social media, we are witnessing the evolution in the preferences of these travellers. While this is good news for the hospitality industry, it also implies a growing demand for manpower in the sector, which continues to be a pressing issue for the industry as a whole.

To elucidate further, the hospitality industry is one of the most demanding sectors – long hours, high-pressure work environment, and the constant need to meet guest demands. These challenges have made hospitality sector a difficult industry to work in, often resulting in high attrition rates. According to media reports, post-pandemic, the attrition rate in the industry spiked to a whopping 50 percent. Furthermore, the attrition rate in restaurant business is even worse with 60 percent in 2023 as compared to the overall hospitality industry. These statistics are alarming to say the least, thus making it crucial for hotels to rethink their approach to employee retention. But where did we go wrong?

Pushing the wrong buttons?

Over the years, we have seen traditional methods such as competitive salaries and incentives are no longer sufficient. To delve deeper, one of the primary factors driving attrition is the lack of career growth opportunities. Employees who see little room for advancement are more likely to leave for better prospects. The industry has been late in catching the upskilling trend and is often seen struggling with the challenge of talent gap.

Another key issue that plagues the industry is the lack of work-life balance. The industry is known for its long and often unpredictable working hours, leading to burnout. Constantly attending guests and standing for long hours in the guest areas can result in both physical and mental exhaustion. Employees, especially in the operations, often have only a few leaves and usually have to work during special days or festivals, resulting in dissatisfaction at work.

The new generation of workforce wants more!

Addressing the challenges head-on

The solution for this precarious situation lies in plain sight. Fostering a culture of employee well-being, professional growth and engagement is essential to retain workforce. For instance, we have seen significant positive impact of our Personality Development Programs that enables our employees to interact confidently with guests and teams alike. Furthermore, training at esteemed universities such as Les Roches in Switzerland for our employees also equips them with the necessary knowledge to be the finest in the industry, thus bridging both the talent gap and ensuring lower attrition rates.

While upskilling continues to be a critical factor in higher employee retention; on a daily basis, ensuring a healthy work-life balance for employees across departments has to be non-negotiable for management. Employee-friendly measures such as strict adherence to a nine-hour shift and preventing overburdening an employee with work, especially in operations, have been fruitful for us. Considering how hectic and intense is the hospitality industry, offering rent-free accommodation and pick-and-drop facilities for women can play a pivotal role in lowering attrition rates within the organisation.

Additionally, focusing on the mental well-being of our employees is of utmost importance. We have seen tremendous changes in both aptitude and attitudes of our employees ever since we started counselling sessions with a certified counsellor. It has equipped them with the necessary avenue to channelize any negative sentiments and has groomed them to become better communicators, thus fostering a positive work culture within the organisation. As an industry, it is imperative that we realise hospitality is all about people. Human resource plays a crucial role in the survival of the industry. Therefore, when you value them and invest in them both emotionally and financially, their productivity and efficiency increase manifold. For instance, we have been conducting basic English classes for the families of our contractual employees – an initiative that has earned us their respect and loyalty and offered them opportunities to earn additional income by being a part of our ODC (Outdoor Catering) events.

The Way Forward
As the hospitality industry evolves, it is imperative for hotels to adopt innovative HR practices that prioritize employee retention. The future of hospitality lies in cultivating a culture where employees feel empowered, inspired and motivated to build long-term careers. Our commitment to employee-centric initiatives ensures a workforce that is engaged, skilled and dedicated to delivering exceptional service. By investing in people, we are not just reducing attrition—we are shaping the future of hospitality. Roseate Hotels & Resorts will be at the forefront of these innovations.