Hotel CEOs Concede Labor Shortage Is a Structural Problem That May Reshape Guest Experience

Hotel executives have recognized that the industry’s labour shortage is not getting resolved anytime soon. Due to the pandemic, many hotel companies laid off staff to a minimum to conserve costs, but the resulting staff shortage is costing hotels as demand pushes occupancy rates higher. While guests may have forgiven “bare-bones” service during the pandemic, guest expectations may have to change during travel’s rebound. “We’re all seeing our customer satisfaction scores in this industry, across the board, go down,” said IHG Hotels & Resorts CEO Keith Barr. “We have to get people back into the workforce. Fundamentally, we just don’t have enough people in the workforce.”

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