Hospitality Industry Emerging Renewed & Changed Post-Pandemic

By Brian Fry, President, Commonwealth Hotels

COMMONWEALTH HOTELS, LLC WAS founded in 1986. Since our inception, we’ve earned a reputation as a proven partner in providing hotel management services with superior financial results. We have extensive expertise in managing premium-branded, full-service, and selectservice hotels. Commonwealth Hotels currently manages 52 open properties and 7 under construction, with nearly 6,400 rooms across 14 states, including nine hotels and three restaurants in Northern Kentucky.

The hospitality industry is emerging from the pandemic. Upon reflection, it is tempting to compare the current environment to the pre-pandemic period. I’m not sure if looking at 2019 to forecast is the right strategy. We were hard hit as an industry during Covid and likely won’t face a similar situation in our lifetimes. We need to concentrate on how the workforce has evolved, and the specific lessons learned that can best move us forward. Our business model has changed. We’ve seen a dramatic transition from business to leisure travel. Peak occupancy has shifted from Tuesday/Wednesday to Friday/Saturday which dramatically changes workforce needs.

Our talent attraction and retention issues are like other industries, but perhaps more magnified given the impact of the pandemic and unique nature of the industry. We employ workers from a wide range of countries and cultures. We require 24/7 coverage and need multiskilled individuals, i.e., maintenance employees require certification in multiple specialties and managers have a wide range of responsibilities.

How has Commonwealth responded to these workforce issues?

Culture

Hospitality is a high-energy industry filled with fun, serviceoriented people who want to help others. No two shifts are the same. To improve our associates’ experience, we are integrating gamification into our self-service training modules. We have a culture of open communication and accessibility. I often receive calls on my cell phone from both salaried and hourly team members. We recognize our employees with regular perks, including a paid vacation to anywhere in the U.S. for our annual Associate of the Year at each hotel. And we embrace those “just passing through,” such as part-time college students or recent retirees seeking additional income in a nice environment as part of our workplace family.

COMPENSATION & BENEFITS

The competition is tough right now. Since post-pandemic wages have increased, many employees have moved from multiple parttime jobs to one primary job. With our need for 24/7 employee coverage, we’ve increased total wages by 30% across the company, and enhanced our total benefits package. We offer childcare and transportation credits, immediate pay via pay cards and every child born into “the Commonwealth family” a 529 educational savings plan opened and funded in their name. We retained full benefits for all employees furloughed during the pandemic.

Opportunity For Advancement

A recent review of those in our management positions indicated that over 95% had started in an entrylevel job. Our payroll includes the full spectrum of positions in marketing, accounting, human resources, logistics, analytics, sales, and purchasing. We emphasize “promote from within” and extensive self-guided training. Many view our industry as low paying, service-oriented positions, but career opportunities are vast with limited entry requirements. Commonwealth partners with local high schools and colleges to expose students to a wide variety of jobs in our industry. NKY