Overcoming Hotel Staffing Shortages Using Technology

While low wages and a lack of opportunities for growth have historically led to high staff turnover rates in hospitality, since the pandemic, staffing shortages have reached an all-time high. Forced to explore other avenues during layoffs, former hotel employees are now looking for work that offers them better work-life balance. 

For example, one report from CGA and Harri shows that 54% of hotel staff point to unsociable hours as a reason for understaffing issues in 2022. And, when we spoke to Curtis Crimmins, he pointedly observed that, “there’s plenty of opportunity for people to make a minimum wage,” looking to brands like DoorDash as a means for people to earn similar money on more flexible terms. 

It’s clear that to compete with the intrinsic benefits of working within the gig economy, you can’t rely on the same practices you used pre-pandemic; you need to respond to your teams’ needs, optimize all your processes, and operate with a leaner team. 

But how can you resolve the issue of hours in the face of increased staffing instability? First, you need a clear overview of how labor shortages are impacting your work.

How labor shortage affects hotels

In speaking to hotel staff about their experiences, Curtis has found that there is burnout “on every level.” Managers are tired of constantly training new staff, staff are tired of trying to handle too much work, and guests are tired of long lines and reduced service.

“People are getting into the room and noticing that the wallpaper’s dirty, the hallways are not vacuumed, there’s hair in the shower. These are all symptoms of the larger problem,” Curtis says. 

So, you need a tech solution that will give you the space and oversight you need—so you can help that leaner team deliver.

How using technology can help overcome hotel labor shortages

Prague Residences, which has 16 short-term rental apartment buildings and two hotels all run by one front desk, provides a great example of how technology can assist with hotel staffing shortages. 

By implementing contactless check-in, they have created more autonomous guests and relieved pressure on existing staff, who can now focus on meaningful guest interactions and priority tasks. 

Here are our recommendations so you can achieve that same level of operational efficiency and guest satisfaction. 

Create a digital front desk

Digital check-in allows hotel guests to check in from their smartphone without ever needing to head to the front desk. This frees up your staff to the point where you might not even need a traditional front desk, at all.

And, by giving guests the ability to arrive and go straight to their rooms, you create a remarkable arrival experience, more in line with modern guest expectations.

With Operto Guest, guests access your branded web app from their booking confirmation email. This provides them with:

• A fully customizable digital guidebook (see how this takes questions and requests away from your font desk, below)
• An auto-generated unique access code or mobile key (we look at the fastest, most cost-effective way to get keyless locks below, too)
• Enhanced online check-in with automated ID verification and guest screening
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