The Need for Comprehensive Employee Screening in the Hospitality Sector
In the fast-paced world of hospitality, ensuring the safety and satisfaction of guests is paramount. From hotels and restaurants to resorts and event venues, the industry thrives on delivering exceptional customer experiences. Customers are no longer limited to local recommendations; they scrutinise online reviews, and a single negative encounter can swiftly escalate as widespread news in the digital age. There is increasing vocalisation of thoughts/experiences, both positive and negative, through online reviews and social media platforms. A reputation built over the years can be on the skids in moments.
As per the recent Naukri JobSpeak report, the hospitality sector is shining bright on the growth front, with a 22% increase compared to last year. This triggered a surge in job opportunities, with positions like managers and guest services roles being highly sought after.
Integrity-guided business decisions with a steadfast commitment to preserving a hard-earned reputation are prerequisites to gaining a competitive edge in this thriving sector. And it starts with whom you hire!
Incidents Raising Concerns on Guests Safety & Experience
Guests trust that their stay will be safe, comfortable, and memorable, and employees are the pillars upon which this trust is established. Be it hotel managers, vendors, contractual workers, or travel agents, the entire spectrum of staff must exemplify reliability and readiness for their roles, as even a single incident can cast a shadow on the finances, market reputation, and guests’ footfall in the future.
Recent events are a stark reminder of ensuring the integrity of those in the hospitality industry. We have witnessed distressing news, such as the arrest of a resort staffer for assaulting a Dutch tourist in Goa. Two hotel employees in North Goa were accused of assaulting a woman tourist during a robbery attempt. There have also been unsettling incidents of minor altercations between hotel staff and tourists turning violent – and leaving a stain on the reputation of the hotel establishments involved.
A concerning trend of not only staff misconduct but other fraudulent incidents, such as cash skimming, duplicate payments, fake invoices, kickbacks, fake travel agents, etc., prominently associated with blue-collar staff, is also witnessed. Such incidents carry significant implications for the industry, which is built upon reputation, guest experiences, and word-of-mouth.
Comprehensive screening of applicants is the first line of defense against potential risks of robbery, theft, harassment, or other harmful activities, making it impossible for such unfortunate incidents to get a membership.
The Multifaceted Approach to Employee Screening
Comprehensive employee screening is not just a formality; it’s imperative to safeguard a business and give assurance that the establishment keeps safety and experience of its guests at utmost priority. It lets employers unearth any red flags in a candidate’s history and screen potential vendors/partners whose associations could be problematic. This industry demands a robust and all-encompassing employee screening mechanism, ranging from routine drug tests to consistent criminal records and reference and work history investigations.
Job switching in the same industry is common in the travel and hospitality sectors. With a similar talent pool, reference checks are useful when onboarding new employees. At the same time, one cannot discount the contractual workforce – they also need to be verified. Thorough due diligence of franchise partners should also be done to ensure that they meet your quality standards and expectations, as they directly impact the critical aspect of maintaining the customer experience and business reputation. This stringent approach creates a secure and welcoming atmosphere for patrons, staff, and business partners.
Going Beyond Employee Screening
Reputation makes employee screening an investment as it yields dividends in the form of enhanced guest experience and safety. Therefore, post-employment screening, it is vital to reinforce these efforts with hotel staff/employee training, empowering them to discern and report suspicious behaviour proactively. It should be extended to implementing security measures that align with the hotel’s policies and procedures.
In the broader perspective, identity verification solutions transcend the confines of the hospitality sector, bestowing more comprehensive societal advantages. These benefits encompass reduced crime rates and the deterrence of illicit activities, such as trafficking and drug-related incidents, frequently witnessed in the hospitality industry. Ultimately, identity verification solutions reducing criminal and fraudulent activities in the vicinity of this sector contribute to overall growth and sustainability.
Source: ET Hospitality
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