BCIHMCT hosting its 12th India International Hotel, Travel and Tourism Research Conference

Training and Skilling Employees – the only way to win customer loyalty

“Human Resource Department has a tough task at hand. The post-pandemic era needs a lot of trained, skilled and motivated employees to bring back the loyalty of customers for the hospitality sector.” In the 12th India International Hotel, Travel & Tourism Research Conference, which is currently being organized, from March 03, 2022 to March 05, 2022 by Banarsidas Chandiwala Institute of Hotel Management and Catering Technology, many such issues were raised and discussed by the academic fraternity.

The theme for this year is "Renaissance 2.0: Re-think, Re-build & Re-coup" which is aimed at absorbing the best practices adopted by the active players in the hospitality & tourism sector around the world. The HR department should develop managers who have to be great at time management, context switching, and problem solving.

Through methodical and modern methods of training, a manager can handle various situations like unhappy guests, analyzing guest needs and of course emergency scenarios like last minute changes at a function or banquet operations.

HR should strategize their policy in such a manner so as to improve operations in all departments, allowing the team to be more efficient and even assess if they are happy at work. This will definitely bring back loyal customers and help the revenues to soar as high as possible.

During the Conference, researchers discussed and deliberated on pertinent issues related to the HR department of a hotel and how to revive and thrive guest experiences by training and skilling employees. The conference also shed the light on enhancing knowledge of creating and managing demand, and maximizing returns in the near future for all future managers. After all, “A hotel is only as good as its employees.”

The major part of our IIHTTRC conference also focused on implementing programs to properly train employees that help close the skills gap, which also continues to be one of the biggest HR challenges in the hospitality industry. 

In addition all the factors discussed so far, HR Managers in the hospitality sector often face challenges related to the motivation of their employees. Most jobs in this sector are highly stressful needing constant vigilance and attention on the employees and hence, there is a high burnout rate in the sector. To avoid high attrition due to stress and demoralized employees due to fatigue, HR Managers in the sector must come up with innovative and inventive policies to ensure that employees remain motivated. 

That’s why there is a need of skilled employees, who provide exceptional customer service at all times. An Effective HR team can revive the morale of the employees and thus make the customers happy and loyal, by training and skilling all manpower of the hotel sector.

HR professionals at hospitality companies also face a unique set of challenges that they have to tackle daily. Hence, there is a need to keep the spirits of the employees high and towards this cause. HR Managers can ensure that they align the rewards with the performance in a manner that brings out the best in each of their employees.

Through this theme, an effort is being made in the conference to include constructive deliberations on the aforesaid issues prevailing worldwide in HR due to the current pandemic situation and to address, discuss and devise future strategies for “Managing Hotel Operations and Human Resource Issue”.