Crafting Exceptional Experiences in Hospitality Recruitment and Onboarding

Tiffany Hudson Herrmann, Director of Recruitment

Tiffany Hudson Herrmann is a seasoned recruitment professional with 15 years of experience. They have streamlined processes for over 18 resorts and hold a master’s in HR management from LSU. As Director of Recruitment at Nemacolin for the past two and a half years, they achieved low turnover and high headcounts, maintaining a Forbes five-star, AA five-diamond rating for the remote 2200-acre resort. Their strategic vision has been key to Nemacolin's success.

In an interview with HR Tech Outlook, Tiffany Hudson Herrmann shares their insights on recent trends and developments in employee onboarding within the hospitality industry that aim to ease the process and address current challenges.

What are some of the pain points you see the hospitality industry facing today?

One significant pain point in the hospitality industry today is the onboarding process, which starts with orientation and initial training. In this fast-paced industry, especially during the summer season, we hire quickly. We have a two-day orientation where promises are made, but a critical moment is when the leader picks up the new hire post-orientation. If leaders are not present, it's a red flag for the new associate.

Another issue is that busy schedules can lead to neglecting proper training, despite having checklists in place. This impacts the 90-day turnover rate, costing around $7,000 per line-level associate. High turnover within the first 90 days indicates failures in the interview, orientation, or onboarding process.

Seasonal hires often receive inadequate onboarding, merely going through checklists without proper training. At Nemacolin, recruitment and learning and development overlap to ensure new hires have a comprehensive process from start to finish, even beyond the first 90 days. Effective onboarding means ensuring new hires truly understand their roles, such as a server knowing the menu in-depth to make recommendations.

“Positive experiences resonate, so prioritize creating memorable interactions at every opportunity”

In the first 90 days, recruitment and learning and development must collaborate to ensure new hires retain crucial information and meet job expectations. This holistic approach is vital for reducing turnover and enhancing employee retention.

Have you noticed any recent trends or developments in employee onboarding that aim to ease the process or address current challenges?

Recent trends in employee onboarding focus on creating a two-way understanding between hiring managers and candidates. Instead of solely checking boxes, managers emphasize ensuring candidates grasp the role. Implementing realistic job previews has been effective in providing candidates with a firsthand look at the job's demands. This approach, coupled with interactive interviews where candidates describe their understanding of the role, fosters better retention and understanding. Clear expectations set during onboarding, often enhanced by identified experienced trainers, incentivized to mentor new hires, contribute to improved service levels and reduced turnover.

Where do you foresee the hospitality industry heading in the next 18 to 24 months?

In the next 18 to 24 months, the hospitality industry is poised for significant changes, particularly in onboarding and recruitment. Virtual reality (VR) will emerge as a dominant tool, revolutionizing the way realistic job previews (RJPs) are conducted. Rather than relying solely on verbal descriptions, candidates will experience job roles firsthand through VR goggles. This immersive approach ensures focused attention and enhances candidates' understanding of the job requirements. As companies increasingly invest in VR technology to enrich recruitment and onboarding experiences, Nemacolin is already at the forefront of this trend, implementing VR in recruitment processes and planning to extend its use for onboarding and pre-employment RJPs.

Do you have any words of advice for your peers in the hospitality Industry?

As a leader in the hospitality industry, I believe it's essential to embrace innovation and think outside the box. At Nemacolin, our founder's belief that nothing is impossible drives us to continually improve and create memorable experiences. My advice to fellow industry peers is to challenge the status quo and differentiate your brand. Offer unique recruitment, pre-employment, and onboarding experiences to stand out. Remember, positive experiences resonate, so prioritize creating memorable interactions at every opportunity.

Virtual Reality